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Professional Services

Our experts are your people

Our team blends broad service expertise with deep product knowledge to help you launch, optimize, scale and evolve your Zendesk environment. We offer hands-on resources, 24/7 enhanced support, and expert guidance to help you maximize long-term value.

OverviewProfessional servicesPremier PlansTraining

Expert help at every step

With 15 years of experience, we help you see results faster and simplify your toughest challenges. As experts who use the platform daily, we provide actionable guidance you need to adopt Zendesk AI and Zendesk Suite with confidence.

Service levels

Three Premier plans to fit your needs

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  • Premier Access

    A foundation of 24/7, SLA-backed support and unlimited 1:1 consultative assessments requested through our Expert Access Catalog to assess your Zendesk setup, get clear recommendations, and optimize your platform with confidence.

  • Premier Plus

    A more personalized experience, that includes everything in Access and more. In addition to consultative assessments, Premier Plus enables you to request 1:1 collaborative interactive workshops through the Expert Access Catalog. You’ll also be paired with a designated Premier Support Engineer for VIP case management and service reviews, and a Technical Account Manager for roadmap-based planning - to drive high-impact improvements.

  • Premier Enterprise

    Our most proactive experience for large-scale environments. Enjoy everything in Premier Plus with the additional ability to run two expert engagements simultaneously. This plan also adds elevated VIP support, high-touch technical strategy program management across instances/teams, and training/certification benefits to boost your team’s expertise.

Premier Access

  • Expert Access Catalog

    Benefit from unlimited consultative assessments (one engagement at a time) available for 2 of the 5 designated contacts

  • Enhanced 24/7 Support

    Access English-language support any time via messaging, web form, callback requests, or live phone support. Receive priority treatment with Response Time Guarantees (30 mins for critical issues and 60 mins for major issues) with continual follow-ups until the issue is downgraded or solved, plus service credits for downtime.

Premier Plus

  • Expert Access Catalog

    Get unlimited consultative assessments and interactive workshops with collaborative configuration (one engagement at a time) for 2 of the 10 designated contacts.

  • Personalized Technical Support & 24/7 VIP Case Management

    Maintain system reliability, solve complex issues and prevent repeat incidents with priority routing to a designated support engineer who provides bi-annual service reviews and SLA-backed Response Time Guarantees (30 mins for critical issues, 60 mins for major issues) with continual follow-ups until the issue is downgraded or solved, plus service credits for downtime.

  • Technical Strategy Planning with a designated Technical Account Manager

    Drive adoption & value through monthly check-ins with a Technical Account Manager who provides a holistic technical roadmap to prioritize Zendesk projects that have the highest impact. This includes recommendations on workflow optimizations, process improvements, and integrations to enhance visibility so that you can get the most from Zendesk.

Premier Enterprise

  • Expert Access Catalog

    Leverage unlimited consultative assessments and interactive workshops with collaborative configuration (two engagements at a time) available for 2 of the 20 designated contacts.

  • VIP Technical Support & 24/7 Case Management

    Solve complex issues and prevent repeat incidents with priority routing to a designated support engineer who provides monthly service reviews and SLA-backed Response Time Guarantees (30 mins for critical issues, 60 mins for major issues) with continual follow-ups until the issue is downgraded or solved, plus service credits for downtime. Maintain system stability during launches, major configuration changes, and peak periods - with proactive performance monitoring, rapid troubleshooting, and planned hypercare coverage when it matters most.

  • Technical Strategic Planning

    Simplify complex goals and prioritize clearly with weekly strategic guidance from a Technical Account Manager, aligning your vision and product roadmap.

  • Certifications

    Boost team expertise with 10 promo codes to certify your team members.

Resources

“Our Technical Account Manager shadowed the team to understand our process and how we use the platform. Through their recommendations, we are now connecting with more people, have more automation, and have a great customer experience.”

Alfredo Russ

Global Customer Service Director, Immunotec

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We serve a large variety of customers, in a wide range of industries.

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Solving problems, not tickets

We are a team of experts working in a solution center, doing everything we can to resolve your problems.

91.5%

Agent Satisfaction Score (ASAT)

95%

Customer Satisfaction Score (CSAT)

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