I was at a Zendesk conference recently and talked to quite a few Zendesk customers who don't have a dedicated Zendesk Administrator. At many companies, it seems the admin job is done by their IT support who are "jacks of all trades". Other times, the Customer Service Desk Manager took on the role of the Administrator.
In all cases I heard that it is hard for an employee who has a "regular job" to also do Zendesk Administration because they don't have enough time to dedicate to it, learn it, attend training and keep up on Release Notes.
Zendesk does offer set up, customization and training. As of the writing of this article, they will scope your request and price it with a $5000 minimum. This side of the business is not something Zendesk as a company focuses on, and therefore offer partnerships and referrals to companies like Zen Master Admin.
Zendesk customers on the Professional or Enterprise plans may want to talk to a company like Zen Master Admin. We only charge for what you need, when you need it, with no minimum. We spend all day on the Zendesk product and stay up to speed in the new features Zendesk is releasing and testing.
If you are wondering how you can best set up your Zendesk instance, want some custom reports but don't know where to start, or need custom Triggers, Automations, forms and fields to better serve your customer base, contact us now!