In-depth analysis
An expert review of your environment.
Discuss my Zendesk auditFRIn-depth paid audit / Zendesk & AI
Zendesk Advanced PartnerPartner since 2023 · Advanced since 2025
Find what’s holding
your Zendesk back.
Configuration, workflows and AI opportunities: a detailed review of Zendesk so you know what to improve, and in what order.
≈ 15pages of analysis
Practical recommendations
A prioritised action plan
Discuss your Zendesk audit
A few details to help us prepare a useful first conversation.
We use your details to respond to your enquiry. Privacy and your rights.
An expert review
Depth you can turn into decisions.
Informed decisions
Findings connected with their operational impact.
Human support
A presentation of the findings to prepare your next steps.
The deliverable / Approximately 15 pages
A report built for action.
You receive a clear view of Zendesk and a roadmap your teams can use.
- 01
An evidence-based assessment
What works, where friction occurs and how it affects request handling.
- 02
Practical recommendations
Proposed changes, their purpose and the prerequisites involved.
- 03
A prioritised action plan
Immediate corrections, structural improvements and future use cases.
Report depth and length depend on the agreed scope.
Discuss my Zendesk auditWhat we analyse
Beyond individual settings. The whole operation.
Every topic is examined in context: your business rules, teams and tools. The scope is agreed before work begins.
Configuration & organisation
Channels, Agent Workspace, groups, roles, forms, fields and views.
A structure aligned with how teams work.
Triggers, macros & automations
Conditions, actions, statuses, follow-ups, duplicates and interactions between rules.
Understandable workflows and targeted corrections.
SLAs & routing
Priorities, business hours, queues, assignment and escalation.
Rules aligned with your service commitments.
Guide & knowledge
Help centre structure, topic coverage, content quality and maintenance.
Knowledge useful to customers, agents and AI.
Explore & reporting
Metric definitions, data quality, filters and dashboard interpretation.
Reporting that supports decisions.
Copilot & AI Agents
Use cases, prerequisites, sources, limitations and handovers.
A practical view of what is worth automating.
Integrations & architecture
Telephony, CRM, apps and information flows supporting customer care.
Dependencies made clear before changes.
Recommendations & priorities
Findings, impact, proposed actions, prerequisites and sequencing.
An action plan for your environment.
Choose automation carefully
AI where it serves your team.
The audit distinguishes tasks suited to straightforward rules, agent assistance and conversations that an AI Agent could handle. We review knowledge, data quality, integrations, licences and human handovers without promising gains before analysis.
Rules & automation
Qualification, routing, follow-ups and repetitive tasks.
Copilot
Agent assistance with human decision-making.
AI Agents
Suitable requests, trusted knowledge and escalation.
Our methodology
A clear framework, from first conversation to findings.
- 01
Scope
Agree objectives, environment, access and deliverables. A quotation defines the work before it starts.
- 02
Analyse
Review configuration and workflows against actual use and identify friction.
- 03
Prioritise
Connect recommendations to impact, dependencies and implementation prerequisites.
- 04
Present
Discuss the report, findings and action plan with your teams.
After the audit, you know what to do — and in what order.
Your teams can implement the recommendations themselves, ask OmyCare to handle selected improvements, or use the diagnosis to scope a wider Zendesk project.
If you choose further support, the audit helps define the work and produce a more precise, separate quotation.
The audit is a standalone service. You remain free to decide what happens next, with no obligation to commission implementation.
Before we start
Your questions, answered.
Is the audit free?
No. The Zendesk & AI audit is an in-depth, paid service. The initial commercial conversation is without obligation and defines the needs, scope and quotation; it does not replace the audit.
What do we receive?
A detailed report of approximately 15 pages, depending on scope: current-state review, friction points, practical recommendations and a prioritised action plan, with a presentation of the findings.
Does AI need to be enabled already?
No. The audit can prepare future uses. We assess Copilot, AI Agents and automation alongside the necessary knowledge, data, integrations and licences.
Is configuration included?
The audit analyses your environment and sets out recommendations. Implementation, configuration, acceptance testing and training require a separate agreed scope.
What will it cost and how long will it take?
This depends on complexity, selected topics and available access. The quotation sets out scope, deliverables and timing before work begins.
How do you access our environment?
Required access and permissions are agreed during scoping. The analysis does not itself involve changing production. Configuration work must be separately scoped and approved.
Your next step
Give your Zendesk roadmap a clear direction.
Let’s start with your environment and the areas you want to examine.
Discuss my Zendesk auditAn initial conversation, with no obligation.