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Still drowning in tickets? You don't need more agents, you need better structure

Whether your system is slowing you down or no longer scales, clear intake, smart self-service, and simple automation remove unnecessary volume so your team can focus on what truly matters.

Get in contact with an expert

Make Zendesk work better as your organisation evolves

Zendesk is implemented and used every day.
But as teams grow, volumes change and expectations rise, friction slowly appears.

Request optimisation

Why Zendesk setups lose effectiveness over time

New workflows, rushed rules, quick fixes, and changing teams slowly chip away at clarity. Zendesk still works, but it doesn’t feel as reliable or as simple as it should.

  • Workflows evolve without revisiting earlier decisions.
  • Ownership becomes unclear.
  • Small fixes pile up into complexity.

Optimisation is about realigning Zendesk with how your organisation works today.

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What teams gain from optimisation

Measured impact from real optimisation projects

+32%
Faster ticket handling

Simplified workflows and automation reduce unnecessary steps and agent effort.

–25%
Less manual work

Optimised automation removes repetitive actions and fragile workarounds.

+20%
Higher agent adoption

Clearer setups increase trust and consistent usage across teams.

Zendesk optimisation explained

Zendesk optimisation is not about adding more features. It is about making the existing setup easier to understand, safer to change and better aligned with daily work. We look at optimisation through the lens of usage, structure and decision-making.

TABLE OF CONTENTS
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1. Simplifying workflows and ticket journeys

We analyse how tickets flow through Zendesk and where unnecessary steps, handovers or exceptions slow teams down.

  • Mapping how conversations and tickets move across all channels

  • Removing unnecessary steps, transfers, and edge cases that slow agents down

  • Aligning ticket fields, forms, macros, and routing with real usage

  • Harmonising journeys across live agents, bots, and AI-powered replies

2. Strengthening automation and AI without fragility

Automation should reduce manual work, not create risk. We review triggers and rules to remove overlap and hidden dependencies.

  • Cleaning up and reworking triggers, automations, and other business rules

  • Reviewing routing and assignment logic across all channels

  • Tuning bots and AI-powered flows to reduce handle time without losing control

  • Removing overlap and hidden dependencies between rules, bots, and workflows

  • Making automation and AI easier and safer to maintain

3. Clarifying roles, permissions and ownership

Optimisation often means making responsibility explicit, so teams know who decides, changes and escalates.

  • Reviewing roles, groups, brands, and access across products

  • Setting simple rules for who can change what, and how

  • Aligning admin rights with governance, so changes don’t introduce risk

  • Defining privacy and data protection automations

4. Improving reporting and insight

We ensure dashboards reflect reality and support decision-making instead of creating discussion about data accuracy.

  • Ensuring Analytics dashboards reflect reality and your current flows

  • Aligning metrics and KPIs with your business objectives

  • Adding visibility into bot performance, containment, Copilot impact, and more

  • Reducing noise and focusing on decision-ready insights for teams and leadership

5. Strengthening self-service and knowledge 

Strengthening self-service and knowledge means making it easier for customers (and agents) to find the right answers fast, without creating extra maintenance for your team.

  • Reviewing information architecture, categories, and overall structure

  • Aligning content with the most common contact reasons and intents

  • Improving search, deflection, and agent knowledge workflows

  • Optimising knowledge so bots and Copilot surface the right answers

6. Preparing for growth and future use cases

Optimisation looks ahead. We remove structural blockers that limit scaling, new channels or AI adoption later on.

  • Removing structural blockers to scaling teams, brands, or markets

  • Getting your setup ready for new channels, bots, workflows, or Copilot

  • Designing guardrails and processes so AI and automation can safely expand

  • Planning for future change, not just today’s quick fixes

 

The goal is not perfection.
It is clarity, stability and impact.

Hear it from them, not us

Premium Plus helped us set up Zendesk in a way that best supports our business goals and customers.

Maryse Landreville

Supervisor at LifeWorks

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Thanks to Ana-Luísa’s guidance, our team mastered the Support module and saw real improvements.

Miklós Jávori

Technical Support Manager at IMI Hydronic Engineering

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We went live with messaging and support on time, even under strict deadlines. Thank you Premium Plus!

Steven Harris

Sprintax

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Nothing is too much trouble. Broad expertise and a truly premium experience.

Najim Gharbi

Account Executive at Zendesk

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After more than a year of collaboration, I can definetly say they gave great advice and implemented quickly.

Sarah De Waele

Quality & Customer Care Manager at Carrefour

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How optimisation works

  1. Step 1

    Understand the current setup

    We review how Zendesk is configured and how it’s actually used day to day. If you prefer, we can start with a health check and turn the findings into an optimisation plan.

  2. Step 2

    Identify high-impact improvements

    We pinpoint where simplification and refinement deliver the most value: quick wins vs. deeper redesign. No long wishlists, only meaningful changes.

  3. Step 3

    Improve and validate

    We meet weekly or biweekly to review progress and agree next steps, while we deliver smaller improvements asynchronously between sessions.

Zendesk optimisation explained

Optimisation is not about adding features.
It is about reducing friction and restoring clarity.

We look at how Zendesk behaves under real pressure. How decisions were made, how automation interacts and how teams actually work with the system today.

 

Optimisation focuses on simplifying what grew too complex, strengthening what feels fragile and removing blockers that prevent future growth.

The goal is not perfection.
It is a setup teams understand, trust and can safely evolve.

Common questions about Zendesk optimisation

How long does an optimisation take?

There’s no fixed timeline. Optimisation is tied to the hourly package you choose (from 25 to 80+ hours). Some clients use their hours for a focused sprint over a few months, while others spread them out over a longer period for continuous improvement, up to the maximum duration of the package.
Will this disrupt our operations? No. We work in a controlled, low-risk way: changes are discussed and agreed in our regular sessions, implemented in line with Zendesk best practices, and planned around your operations to avoid disrupting live teams. The goal is to improve your existing setup while your channels stay fully operational.
What exactly is reviewed/included during the optimisation?

That depends on your priorities, but we can review and improve any part of your Zendesk stack. Together, we focus on missed opportunities, areas of concern, and ways to simplify what’s become too complex.

Not included in this package (but available separately):

  • Custom app development

  • New integrations requiring development work

  • Development of fully custom Help Centre themes
Do you implement the changes or only provide recommendations? We do both: we analyse and recommend improvements, configure the agreed changes directly in your Zendesk, and explain what’s changed and why, so your team can maintain it confidently.
How do you prioritise what to optimise first?

Priorities are defined together. In our initial and recurring sessions, we:

  • Map your main pain points and goals

  • Estimate effort vs. impact for potential changes

  • Start with improvements that deliver the biggest benefit to customers and agents, while reducing operational risk

As we progress, we continuously re‑prioritise based on day-to-day learnings and new business requirements. 

Ready to make Zendesk work better?

Get a clear view on where your setup slows teams down and what to improve first, without overcomplicating or reimplementing everything.

Talk to an expert
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