Starting or migrating
Establish a clear structure and prepare the move to Zendesk.
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Zendesk implementation.
Built for your teams.
Connected to your business.
We design, optimise and develop your Zendesk environment. From workflows and integrations to knowledge and AI.
Talk to an expert
Zendesk Advanced PartnerPartner since 2023 · Advanced since 2025
Email · messaging · phone
↓
Zendesk SupportQualification → routing → resolution
↓
Guide & ExploreKnowledge & reporting
Copilot & AI AgentsSupport with a defined scope
↓
Aircall ↔ CRM ↔ business tools
Scope depends on your processes, licences, permissions and available connectors.
OMYCARE × ZENDESK · LISBON 2026More than a partnership,
More than a partnership,
a close collaboration.
In Lisbon, OmyCare and Aircall brought together members of the Zendesk teams for an opportunity to connect and share ideas beyond the day-to-day work of client projects.
It was a chance to strengthen relationships, exchange experiences and continue working together to better support Zendesk customers.
On the Tagus, Lisbon · October 2026Your starting point
One platform. Different ways forward.
Your setup is holding you back
Understand the obstacles and prioritise improvements.
Your needs are evolving
Develop the tools and support your teams.
Implement / Migrate / Optimise
Technology shaped around how you work.
Build a coherent environment
Turn your organisation into a practical Zendesk setup: channels, groups, roles, forms, fields and views.
Configuration aligned with your customer journeys and responsibilities.
Migrate with a clear scope
Define field mappings, the data to transfer and the test plan. Agree the cutover approach around your teams and the constraints of your existing tools.
A migration plan, tested data transfer and support through launch.
Make workflows clear again
Review triggers, automations, macros, queues, routing and SLAs to address friction in day-to-day support.
Clear, documented processing rules.
In-depth Zendesk audit
Understand the environment before changing it.
A detailed review of your configuration, workflows and working practices. Understand what to fix, what to retain and where to start.
- Configuration, workflows, SLAs and routing
- Guide, Explore, integrations and AI opportunities
- Recommendations and a prioritised action plan
A paid audit, scoped for your environment. The initial conversation defines the scope and quotation.
Explore the Zendesk & AI audit
The Zendesk ecosystem
From the agent workspace to AI.
Support / Agent Workspace
Channels, ticket organisation, forms, fields and views: a working environment aligned with your teams.
Workflows & routing
Triggers, automations, macros, SLAs and assignment rules: explicit logic that can be tested and documented.
Guide
Structure and maintain a knowledge base that supports customers, agents and relevant AI uses.
Explore
Define indicators and organise dashboards to make reporting useful for operational decisions.
Copilot
Support agents with relevant knowledge and suggested next steps, with appropriate human control.
AI Agents
Define suitable conversations, reliable knowledge sources and handovers to your team.
Product scope and availability depend on your licences and environment. These are schematic descriptions, not screenshots.
Client perspectives / Zendesk
They trust us with
their Zendesk environment.
Implementation, support development and ongoing guidance: hear from our clients.
Ongoing Zendesk support
Beyond a business relationship, what has developed over the years is above all a relationship of trust, with the same commitment to quality and to moving forward together.
Translated from French
Support portal & AI chatbot
Thank you very much for being available, listening, and for your commitment and professionalism!!
Translated from French
Zendesk implementation
Thank you for being available, for explaining things clearly and for your advice throughout this project.
Translated from French
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Integrations / CX architecture
Zendesk at the centre. Your tools connected.
A call, a ticket, a customer record: define useful connections so agents do not have to piece the context together.
- 01
Data and direction
Agree which information should move, and where.
- 02
Mappings and business rules
Define fields, ownership and expected behaviour.
- 03
Tests and follow-up
Check access, scenarios and the operation of integrations.
Connectors and custom development are assessed against each tool’s capabilities.
Email · messaging · phone
↓
Zendesk SupportQualification → routing → resolution
↓
Guide & ExploreKnowledge & reporting
Copilot & AI AgentsSupport with a defined scope
↓
Aircall ↔ CRM ↔ business tools
Scope depends on your processes, licences, permissions and available connectors.
Training / Ongoing support
Go-live is a starting point.
Equip your teams
Agent and administrator training, documentation and a clear handover of the agreed rules.
Make everyday adjustments
Configuration support, friction fixes and workflow improvements.
Prepare what comes next
Review usage, interpret indicators and prioritise further changes.
Our method
Clear stages. Defined deliverables.
- 01Scope & priorities
Scope
Needs, usage, constraints and access.
- 02Target architecture & configuration
Design
Journeys, rules and connections.
- 03Acceptance & handover
Deploy
Configuration, testing and training.
- 04A shared roadmap
Develop
Usage reviews and adjustments.
Timing, responsibilities and acceptance arrangements are agreed to match the project scope.
An example engagement
From configuration review to team support.
Illustrative scope only. This does not describe a specific client project.
The need
An existing Zendesk environment has become complex: growing numbers of triggers, automations and macros; forms and fields to rationalise; routing and reporting to review; new AI uses to prepare.
Our approach
Configuration audit → workflow and business-rule analysis → duplicates and friction → recommendations → prioritisation → configuration and optimisation → acceptance testing → team support.
Possible deliverables
Audit report, target architecture, optimised triggers and automations, restructured forms, fields and views, SLAs and routing, macros, Guide, Explore, Copilot / AI Agents, documentation and a roadmap. The agreed scope determines what is delivered.
Before we start
Your questions, answered.
Can you improve an existing Zendesk setup?
Yes. We start with your configuration and current ways of working. The scope can range from targeted improvements to a more extensive redesign.
Is the Zendesk audit a paid service?
Yes. It is an in-depth expert review, scoped and quoted for your environment. You receive a detailed report of approximately 15 pages and a prioritised action plan. The initial, no-obligation commercial conversation defines the scope; it is not the audit.
Can you support a migration?
We assess the data, its quality, field mappings and the limitations of the source system. Scope, testing and cutover arrangements are defined before migration.
Are Copilot and AI Agents part of every project?
No. We assess their relevance, required licences, knowledge quality and any integrations during scoping. Agent assistance, automated conversations and rule-based automation serve different purposes.
Can our teams stay independent?
Yes. Training, documentation and handover are included in the scope we agree together. Ongoing support is also available for changes and improvements.
Do we need to outsource our customer service?
No. Zendesk work is delivered through our CX & Tech expertise. You can retain your customer service team and ask us to work only on your tools.
Your next step
Move your Zendesk environment forward.
A deployment to prepare, a configuration to review or new ways of working to support? Let’s discuss your starting point.
Talk to an expertAn initial conversation, with no obligation.