An expert reads 12 months of your Zendesk data — views, macros, triggers, forms and SLAs — finds what's driving the time up, and hands you a prioritised 90-day plan. Fully supported: automated engine scan, free readiness scan, and human audit.
Service Desk Performance Audit · £995 (founding rate £750) · delivered inside a week
Zendesk AI · Intelligent Triage
Rolling out Zendesk AI on messy macros, dead views and untouched triggers just automates the mess. Find out what needs fixing first.
The problem
A handful of macros do all the work while dozens sit stale; views multiply until agents can't find the right queue; triggers and automations pile up until routing is half-manual. Macros map to the Canned Responses dimension and triggers to Routing & Automation — the audit scores both and shows what it's costing you.
A few macros used constantly, the rest stale or duplicated
Dozens of views agents have to hunt through
Triggers and automations nobody's reviewed in a year
A help centre that no longer deflects
SLAs met on first reply, missed on resolution
Zendesk AI underdelivering on inconsistent data
What you get
The framework is platform-agnostic — the seven dimensions apply whether your desk runs on Freshservice, Zendesk or ServiceNow. Only the field names change.
Where your time is going
6–12 months of trend analysis: volume, top drivers, category quality, capacity vs demand.
What's breaking
SLA breach patterns, reopened tickets, aging queues, tickets bouncing between teams.
Why it's happening
Root-cause diagnosis across seven ITIL-aligned dimensions of your configuration and data quality.
Your 90-day plan
Every fix prioritised by effort vs impact, with owners and expected outcomes.
A 5-minute, read-only scan of your Zendesk configuration, scored across the same seven dimensions the full audit uses. No card, nothing stored — a quick health check before you book.
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Twelve months of your data, read by an expert, with a 90-day plan your team can execute. £995, delivered inside a week.