Zendesk, organized.
Untangle forms, fields, views, triggers, and automations. Start with a specific workflow and a clear definition of what needs to improve.
ZENDESK & SUPPORT OPERATIONS
Good support.
Better systems.
Make Zendesk work the way your team does. Practical configuration, custom app projects, and routing built around the work in front of you.
Talk through your projectHOW JESHE CAN HELP
Fix the friction.
Make room for better work.
Tools that fit the task.
Scope a focused app or integration that brings useful context and actions into the agent workflow. Validate the approach before expanding the build.
The right work, routed.
Plan omnichannel routing around your channels, priorities, skills, and agent capacity. Confirm the configuration against your Zendesk plan and operating needs.
SELECTED WORK
Practical thinking.
Something to show for it.
Examples from our consultant’s work in support operations, practical tools, and workflow design.
PROTOTYPEFrom walk-in to digital support
This intake prototype explores how QR entry could connect in-person support with Zendesk’s web widget and Help Center. The design maps the customer journey, session access, and redirects, with an emphasis on controlled entry and a practical handoff into digital support.
Workflow design and prototyping; not a production rollout.
- Focus
- Intake · Customer journey · Guided access
- Contribution
- Operational concept, flow design, and integration planning
OPERATIONAL TOOLSupport scheduling, with clear rules
A scheduling design and tool built around team availability, time off, channel coverage, fairness, and assignment rules. The work used Google Sheets and Apps Script to translate operating constraints into planning logic, alongside exploration of a clearer planning interface.
An example of lightweight operational tooling and staffing coordination.
- Focus
- Coverage · Availability · Fair assignment
- Contribution
- Scheduling logic, operating rules, and practical planning tools
FRAMEWORKA clearer view of support operations
A structured framework for reviewing support operations across intake, routing, staffing, quality controls, reporting, and escalation. Designed as a starting point for an internal audit or operating-model review, it organizes discussion about constraints and priorities before implementation work begins.
A methodology sample, rather than a report of measured client outcomes.
- Focus
- Workflow governance · Routing · Operating priorities
- Contribution
- Review structure and practical benchmarking framework
LET’S FIND THE FIRST USEFUL STEP
What’s getting in
your team’s way?
Share the workflow, what’s frustrating, and what a better outcome would look like. We can start with a focused project.