Why a Health Check?
A Zendesk Health Check shines a light on the hidden issues slowing down your team and frustrating your customers before they turn into costly problems.
Common Symptoms We Fix
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⚡ Workflow bloat – triggers, automations, and macros overlapping or firing in the wrong order.
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🕑 Ticket backlog – missed follow-ups and overdue SLAs leading to unhappy customers.
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🔒 Security risks – unused API tokens, weak password policies, and inactive agents still holding seats.
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💸 Wasted spend – paying for unused licenses, redundant apps, or the wrong plan tier.
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🎨 Brand dilution – unbranded Help Center and generic emails eroding customer trust.
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📊 Missing insights – dashboards that don’t reflect the KPIs that matter most to your business.
The result?
A faster, safer, and more cost-effective Zendesk. One that empowers your agents and delights your customers.
“Your Zendesk instance is the heartbeat of your customer support. But over time, even the best setups become cluttered, inefficient, or outdated.”
What's in a Health Check
Each set-up is a little different but in principle, we check the following key areas. If you express specific concerns, we can adopt the health check accordingly.
“Health Checks should be performed once per year which can be included in your subscription.”
🔧 Business Rules
Streamline triggers, automations, and macros to remove clutter and conflicts.
⏱️ SLAs & Workflows
Ensure SLA’s are defined and that tickets move smoothly with the right statuses and on-time responses. Validate notification correctness and quality.
👥 Agent Experience
Optimize views, macros, and permissions so agents stay focused and productive.
🔒 Security
Protect your data with strong policies, 2FA, and clean API/app access. Ensure a data retention policy exists for GDPR and others.
🎨 Branding
Review and help unify your Help Center, emails, and templates to consistently reflect your company’s identity.
💰 Licensing
Discover users who’s accounts are gone stale and may not need a license. Explore correct and optimal usage of light agents.
🔌 Integrations
Audit apps and connections to keep only what adds value and works reliably.
🤖 AI & Automation
Ensure included latest AI features are well leveraged. Zendesk Copilot and intent-based routing to speed up resolutions.
📊 Reporting
Ensure specific reports and dashboards (up to three as standard) are pulling the correct and complete data. Check for broken data links.
📚 Knowledge Base
Ensure your knowledge base is set up correctly, multi-lingual configuration, stale content and suggest an auhtoring process. Ensure AI is trained on your content and that email notifications are suggesting KB articles automatically.
Benefits
🚀 Faster Workflows
We cut out redundant triggers, macros, and automations that slow your team down. The result: agents handle tickets faster, managers spend less time firefighting, and customers get answers sooner.
🛡️ Stronger Security
From weak password policies to unused API tokens, small gaps can create big risks. We lock down your Zendesk to meet security best practices and keep customer data safe.
💰 Cost Savings
Many organisations overspend on licenses, unused features, or the wrong plan tier. We identify wasted spend so you can reallocate budget where it matters most.
📊 Better Reporting
Your dashboards should measure what truly matters. We align your reporting with your business goals so you have clear visibility into SLA compliance, customer satisfaction, and agent performance.
😀 Happier Agents & Customers
A cluttered Zendesk frustrates agents and drives customers to repeat tickets. A clean, optimized setup gives agents the tools they need to succeed and customers the quick, professional support they expect.
🎨 Consistent Branding
From Help Center themes to email templates, we make sure your customer communications reflect your brand — professional, trustworthy, and recognisable at every touchpoint.
📚 Knowledge That Works
An outdated Help Center forces customers to open tickets unnecessarily. We help you keep content accurate, findable, and effective reducing ticket volume and improving self-service.
👉 Optional implementation of recommendations can be provided at consultancy rates up to 4x lower than Zendesk direct.
Pricing
💶 €449
One time charge for a single Zendesk brand instance
What’s Included?
📞 Introductory Call
A short discovery call to understand your setup, goals, and pain points.
🩺 Comprehensive Health Check
Checks across workflows, SLAs, branding, security, licensing, integrations, and reporting. Or your specific areas of focus.
📑 Detailed Report
Your tailored report will include:
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System Summary – a clear overview of your current setup
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Issues & Risks – what’s holding you back and where you may be exposed
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Recommendations – actionable improvements, prioritized into quick wins and longer-term initiatives
Why Fixed Pricing?
✅ No surprises — clear, upfront cost
✅ Independent expert view — backed by 25+ years of consultancy experience
✅ Strategic + tactical value — both quick wins and a roadmap for scale
Reach out
Let us know about your project requirements below or book a call using our online calendar.