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Our Zendesk experts, along with a global ecosystem of partners we love and trust, will help guide and enhance your Zendesk experience. Whether managing your complex implementation from start to finish, tailoring your Zendesk design for a seamless customer experience, or migrating your data and systems in a way that works for you, our array of services can help take your Zendesk and customer service to a new level.

Online Training

Zendesk University Classes

For customers that would like to train administrators and agents on the Zendesk functionality.
See course schedule
Contact us for 5 and 10-pack credit price discounts or for training your team in person on-site.

Implementation Services

Basic Setup Guidance

For customers that would like advice on setting up Zendesk to match their current support processes.

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An experienced professional will advise you on:

- Review your existing support processes
- Agent/group/user/organization setup
- Ticket workflow mapping to Zendesk triggers/automations
- Sub-domain mapping; email forwarding
- Ticket channels
- Custom views

The program includes approximately 4-5 hours with a Zendesk Services Professional. The typical duration to complete the program is less than 1 week.

Included

2 Education credits for Zendesk University training *
* Training should be used ahead of the 1:1 consultative sessions with your Zendesk Services Professional. We recommend that you take the Agent and Administrator Essentials courses.

Not included

- Custom coding or interface modifications
- API integration services

Full Implementation

For customers who would like to optimize their Zendesk setup with best practices and do not have the resources to devote to their implementation.

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An experienced Zendesk Services Professional will work with you to complete:

- Initial consultation to review support process design
- Review user, organization, group structure
- Data loading of user base (if required)
- Configuration of custom fields, groups, associated business rules
- Ticketing classification (structured set of tags)
- Configuration of ticket channels
- Configuration and support for sub-domain mapping and email forwarding
- Configuration of triggers and macros to support workflow
- Configuration of Knowledge Base/Support Forums
- Configuration of supporting views, reports, email notifications
- Work in progress demonstration to facilitate completion of the configuration
- Knowledge article on Zendesk agent forum detailing the implemented process and key functions
- Handoff session to your Zendesk administrator

Included

2 Education credits for Zendesk University training *
* Training should be used ahead of the 1:1 consultative sessions with your Zendesk Services Professional. We recommend that you take the Agent and Administrator Essentials courses.

Not included:

- Custom coding or interface modifications
- API integration services
- Travel costs if required. Services will be delivered remotely unless otherwise arranged.

Timeframe:

Less than 2 weeks

Migration Services

Data Migration

For customers who are migrating data from legacy solutions such as Salesforce, Kayako, Parature, RightNow, OTRS and others.

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The Generic Ticket Migrator (XML/CSV export method) is available for any tickets migration. In most cases, you should be able to provide your ticket data in a CSV output file to support the migration.

A Zendesk Services Professional will work with you on the following:
- Review migration timeframe
- Review data for migration
- Schedule migration test drop
- An initial run in a sandbox environment with sign-off from you
- Main migration run is repeated on the production ZendeskThe principle migration strategies supported are:
1) Serial cut-over – stop using existing system > migrate > start using Zendesk
2) Staggered – start using Zendesk for new tickets, complete old tickets on existing system > migrate history

Assumptions

* Customer is able to provide an export of CSV data from their legacy support system
* Migration limited to 100,000 tickets/users
* Migration will occur during standard business hours
* Customer will need to create all necessary custom fields/values to support the migration of ticket data
* Customer will provide sample output of data
* Services will be delivered remotely through web and phone sessions unless noted otherwise
* All travel costs incurred will be expensed to the customer

Timeframe

Approximately 2-6 weeks.

Includes:

1) Migration of users, groups, organizations
2) Migration of tickets, ticket attachments, private/public comments, comment attachments
3) Data massaging services to manipulate the data into a proper format for import.

Customization Services

CSS Skinning

For customers who would like their Zendesk web portal to be skinned with their website header and footer.

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Methods

- Using CSS to achieve a close match to the customer’s existing website

Overall Page Modifications (see Zendesk Wireframe for example)

- Apply a background color or image to your Zendesk web support portal to match your existing website (“Page Background” annotation in image above)
- Layout of the page will remain the same (positioning of content blocks)
- Total width of Zendesk web support portal will be tweaked to match your website, as long as it allows for the Zendesk default content area and side bar. Graphics manipulation is not included, unless additional time is allotted.
- Page fonts will be changed to match your website, as long as they are web standard. Font sizes will be tweaked, within content area size limitations

Header

- Logo and header background is changed to match your existing site as long as we are able to take the graphics as is. Graphics must be provided in proper formats and sizes.
- Links in header will remain in default position and sizes

Top Menu

- Menus will be matched to your existing website as long as the graphic backgrounds exist for the items
- Graphics shouldn’t have text (menu item text from Zendesk is dynamic) and should not require other manipulations (eg. rounding, shadows, etc)
- New menu items and drop-downs will require additional time and are not incluced in the standard CSS skinning

Content Area/Side Bar

- All content areas will remain default (positions, sizes, backgrounds), however page fonts will be inherited

Footer

- Footer styles will be matched to existing site.
- Text in footer will be dynamic from Zendesk (custom text and links not included)

Timeframe

Less than 2 weeks

Full Web Portal Customization Service

For customers who would like an integrated experience in their current website to various support channels.
See examples here.

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A Zendesk Services Professional will work with you on the following:

- Seamlessly embed your Zendesk web support portal into your existing business website
- Forums design and set-up, including necessary CSS/Javascript customization
- Additional soft techniques to guide visitors to preferred support channels

Methods

- Tailoring standard patterns & using JS top manipulate the DOM (adding & removing screen elements)

Assumptions

* Customer is able to provide a technical point of contact to accept delivery and provide further support
* Package is limited to a single, external forum architecture page and matching to customer business website
* The design will be based on a pre-existing website.  No pdf or impage mock-ups will be accepted.

Timeframe

7-8 hours of work that spans less than 2 weeks