I help guide, improve, and fix Zendesk accounts
Having spent 11 years at Zendesk iterating and implementing new workflows and features, I am now here to help you build a Zendesk account that grows with your business. Zendesk is a tool that requires upkeep and best practices to avoid the pitfalls of conflicting and conflated configuration. I can help you analyse and cut through the noise to keep your instance lean and your agents happy. Whether you're looking to clean up old workflows or implement new features and flows for your customers, I am here to help you navigate the change.
THE WORK
New instances. You are moving to Zendesk or starting fresh and want it built right the first time. We agree on a scalable structure, then I build it out along with the routing and workflows around how your team actually operates.
Existing instances. You already run Zendesk and it has grown into something nobody fully understands. I can help you audit what is there, cut what isn’t working, and rework the parts costing you time.
Projects. You have a specific thing that needs doing. A migration, a reporting rebuild, a routing overhaul, a QA or CSAT workflow. We scope it together and I build to your specifications.
HOW IT WORKS
We start with a call. You walk me through the instance, I ask questions, and we work out together what is actually worth doing. No charge for that part.
Then I scope the work and tell you what it costs before anything starts. You always know what you are getting and what you are paying for it.
I work in the open. You see progress as it happens, I keep you in the loop, and no changes get made without your approval.
WHY ME
Of my 11 years at Zendesk I spent 10 in the Support Operations space. That is where the actual texture lives: how triggers compound, where macros stop being useful, why a routing rule that solved last quarter's problem starts causing this quarter's. Most Zendesk consultants learned the platform as customers. I learned it from inside Zendesk, watching how it gets built and how it gets used at scale. Zendesk is a rigid tool in a fluid environment. We can work together to build a structure that grows with you.
While I was there, I designed and built Queue Score, a model that prioritised tickets by their real urgency rather than by their static priority. It changed how teams thought about their queues and reduced first reply time. There is more on the About page.
Start
Send me a message, just a couple of lines on what you’re looking for and I will be in touch.