Zendesk Services2019-10-09T11:04:51+00:00

ZENDESK PROFESSIONAL SERVICES

Unify Communications are experts when it comes to helping you to get the most out of your Zendesk platform. As a Zendesk partner, delivering a wide range of IT implementation, support and consulting services, Unify have extensive experience with the platform itself and the ways in which different organisations use it. That means we are excellently placed to work with your organisation to ensure you see the results you need from your Zendesk.

Zendesk is a huge part of our technology offering, which is why our team can deliver such great value – helping organisations to transform their CX and seamlessly deliver support across multiple channels. Whether you’re just starting out and could use some guidance or you’ve been using Zendesk for a while but think you could do more with the platform, we can help you.

Start Working With Us

Health Check

Already using Zendesk but think you could be doing more with it?

We offer health checks to help businesses to get the full benefit of the capabilities inherent in their platform. Whether you’re a small organisation struggling to use workflows or an enterprise running the Zendesk suite over multiple brands, we can help. Offered on a tiered basis, our Zendesk health checks give you access to an implementation expert, who’ll review the ways your organisation is using the Zendesk platform and compile a document with recommendations for improvement and advice on usage.

BASIC

Health Check (Remote)

This option is best suited for businesses already using Zendesk Support who feel they aren’t getting the best from their platform and want to identify key areas for improvement/optimisation.

      Package Includes:

  • Review ticket form/field and business rules usage
  • Create bespoke Health Check document
  • Playback of findings and key recommendations for improvement

£950

+VAT

ADVANCED

Health Check (Remote)

Best for organisations who are already using multiple Zendesk products (Chat/Talk/Guide) but who don’t think they’re getting the full benefit of the capabilities.

     Package Includes:

  • Review ticket form/field and business rules usage
  • Chat/Talk/Guide Configuration
  • Create bespoke Health Check document
  • Playback of findings and key recommendations for improvement

£1,900

+VAT

Book a Health Check

Technology & Process Discovery (Learn)

If you’re looking to understand how your organisation could be making the most of your existing Zendesk, or your taking the first step in a wider Zendesk implementation/optimisation project, we would recommend our “Learn” packages. Building on similar activities offered as part of a health check, our “Learn” offerings deliver some more in-depth discovery work – with our findings forming the basis of functional design documentation and tailored workshop training.

Our “Learn” services are offered across three tiered support plans; Basic, Standard and Advanced depending on the size of your organisation and the ways you’re currently using Zendesk. The options below will help you to identify which tier is right for you.

BASIC

Under 20 Zendesk Users

Ideally suited for businesses with a small number of Zendesk users and a more straightforward use case (i.e. 10 users on a help desk using a single workflow).

STANDARD

Under 50 Zendesk Users

If your business is supporting multiple use cases e.g. 30 users split into 3 groups (Customer Support, Refunds, Complaints), with each group requiring a different workflow; then we’d recommend this package.

ADVANCED

50 + Zendesk Users

Most suited for businesses with many users based in multiple locations with complex use cases. E.g. 150 users split across 3 locations supporting Sales/Finance/Support/Returns with language support for English/French/German/Spanish.

Learn PLUS ++

Want to add Chat, Talk, Guide or Explore to your existing Support set-up? No problem!

We’ll help you add new capabilities to your existing Zendesk deployment, and conduct training on each new element.

CHAT

TALK

GUIDE

EXPLORE

Transformation Services (Configuration & Launch)     

Our team of experts can assist you with the deployment of accounts, users, ticket forms and fields, help you to map email addresses and configure business rules and SLAs. That means you’ve got more time to focus on what really matters – delighting your customers.

As with most of our service offerings, our configuration and launch services are available on a sliding scale – from Basic to Advanced, depending on your organisation size and scale of requirement. Designed to meet your business needs, each package will help you get up and running with Zendesk quickly and seamlessly.

Our Service Methodology:

Configuration:

The second stage in a transformation project, our configuration services are designed to help your organisation coordinate and manage Zendesk optimisation and new deployment projects. With options for customisation, data migration and the addition of custom applications, our configuration services can help you make your platform your own.

BASIC

Under 20 Zendesk Users

Ideally suited for businesses with a small number of Zendesk users and a more straightforward use case (i.e. 10 users on a help desk using a single workflow).

   For help with:

– Account creation, users, groups, ticket form(s) and fields

– Single email address and domain mapping

– Configuration of up to 5 business rules

– SLA Configuration

STANDARD

Under 50 Zendesk Users

If your business is supporting multiple use cases e.g. 30 users split into 3 groups (Customer Support, Refunds, Complaints), with each group requiring a different workflow; then we’d recommend this package.

   For help with:

– Account creation, users, groups, ticket form(s) and fields

– Up to 5 email addresses and domain mapping

– Facebook/Twitter account linking

– Configuration of up to 15 business rules

– SLA Configuration

ADVANCED

50 + Zendesk Users

Most suited for businesses with many users based in multiple locations with complex use cases. E.g. 150 users split across 3 locations supporting Sales/Finance/Support/Returns with language support for English/French/German/Spanish.

   For help with:

– Account creation, users, groups, ticket form(s) and fields

– Up to 10 email addresses and domain mapping

– Facebook/Twitter account linking

– Configuration of up to 25 business rules

– SLA Configuration

– Language

Configure PLUS++

Want to add Chat, Talk, Explore or Guide to your existing setup? 

How about some custom data migration services, or the creation of a custom application? Check out the add-on services offered alongside our Configure packages.

CHAT

TALK

GUIDE

EXPLORE

CUSTOM APPS

(2 tier)

DATA MIGRATION

Launch

The final stage in any transformation project/brand new Zendesk deployment. Let Unify help with on-site assistance for go-live days, remote support and more – ensuring everything runs smoothly. If you’re trying to roll out Zendesk without sacrificing your own time, why not let us take the hard work out of it?

BASIC

Under 20 Zendesk Users

Ideally suited for businesses with a small number of Zendesk users and a more straightforward use case (i.e. 10 users on a help desk using a single workflow).

   This package includes:

– 1/2 day remote UAT support

– 1/2 day remote assistance for go-live

– 1/2 day remote support during first 30 days of operation

– Support handover

STANDARD

Under 50 Zendesk Users

If your business is supporting multiple use cases e.g. 30 users split into 3 groups (Customer Support, Refunds, Complaints), with each group requiring a different workflow; then we’d recommend this package.

   This package includes:

– 1 day remote UAT support

– 1 day on-site assistance for go-live

– 1 day remote support during first 30 days of operation

– Support handover

ADVANCED

50 + Zendesk Users

Most suited for businesses with many users based in multiple locations with complex use cases. E.g. 150 users split across 3 locations supporting Sales/Finance/Support/Returns with language support for English/French/German/Spanish.

   This package includes:

– 1 day remote UAT support

– 2 days on-site assistance for go-live

– 2 days remote support during first 30 days of operation

– Support handover

Launch PLUS ++

Add extra days to your package to ensure you’ve got as much support as you need.

If you’re a Zendesk client with multi-phase site deployments you might require additional support. Don’t worry – we’ll be there!

LEARN MORE

Tell us a bit about yourself so we can start a conversation.