The dream setup - How I approach setting up Zendesk

Step 1: Start with the People

Creating a powerful, intuitive Zendesk setup doesn’t begin with the platform itself but with people—the client's customers and support agents who’ll interact with the final product. I dive into understanding who they are, what they need, and how they communicate. This stage is where I step into the shoes of each stakeholder: the end customer, the support agent, and the client’s decision-makers.

By asking questions like, “What’s the biggest challenge in supporting your customers?” or “Where do customers typically get lost or frustrated?” we get invaluable insights. This stage isn’t about Zendesk yet; it’s about mapping out the ideal support flow, answering the tough questions, and pinpointing the solutions that would make each user experience as seamless as possible.

Step 2: Designing the Dream Solution

Now that we know what the perfect support experience would look like, it’s time to design a solution—without worrying about the nitty-gritty technical constraints. Forget about Zendesk for now; this is pure problem-solving mode. We brainstorm freely, envisioning an ecosystem that works in perfect harmony for everyone involved.

Imagine we’re building a customer journey from scratch, where every interaction feels smooth and every response, instant. Here’s where I outline the path to the “dream solution,” sketching workflows, communication channels, and features that meet (or even exceed) user expectations. At this stage, I challenge myself and the client to imagine a world where every interaction is flawless.

Step 3: Translating the Vision into Zendesk Terms

With a blueprint in hand, we’re now ready to dive into Zendesk. This is where we begin translating each part of our ideal solution into Zendesk terminology. The process isn’t as simple as checking off a feature list; it’s a strategic exercise in balancing Zendesk’s built-in tools with customizations and integrations.

Choosing What to Build, Integrate, and Customize:

This part of the process involves meticulous cross-referencing with Zendesk’s capabilities. We evaluate what features match the “dream solution” and determine what’s missing. This is also where custom apps, middleware, and external integrations come into play. We weigh the pros and cons of building custom features versus using third-party integrations and decide which will offer the most scalable, maintainable solution.

Step 4: Building an Iterative Plan with Measurable Outcomes

At this stage, we put a concrete plan on paper to bring the vision to life, outlining each phase in terms of development, testing, and deployment. I’m a firm believer in iterative development; rather than aiming to deliver a massive overhaul all at once, I break the project down into stages. Each phase delivers something functional, letting us test, gather feedback, and make adjustments as needed.

Why? Because small wins are powerful. By deploying in stages, we get measurable results from the outset. It keeps the client’s team engaged, gives support agents time to adjust, and allows customers to experience incremental improvements rather than an overwhelming transformation. It also helps us refine each stage based on real-world feedback.

Step 5: Future-Proofing with Scalability and AI

Lastly, the dream setup is never static. I design each project with scalability in mind, anticipating growth in both volume and complexity. Zendesk’s flexibility is a big plus here, letting us build a system that can evolve without a complete overhaul. Integrating AI—whether for automating responses or improving self-service—ensures the setup remains cutting-edge and ready for whatever’s next.

Wrapping Up

A dream setup for Zendesk is about pushing boundaries, prioritizing people, and planning for the future. It’s not just a series of tickets and channels; it’s a well-oiled machine designed to evolve, support, and scale with the client’s goals.