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Zendesk Health Check

At Smoothen, we're excited to offer your business a complimentary 26-point Zendesk health assessment. Our team of Zendesk experts will thoroughly evaluate your Zendesk setup, analyzing key areas such as ticketing workflows, automation rules, reporting configurations, and user permissions. This in-depth assessment is designed to identify opportunities for improvement and optimization within your Zendesk platform.

What's included?

User Access

  • Ensure proper user access and permissions.

  • Review roles and permissions for agents and admins.

SLA Compliance

  • Check Service Level Agreement (SLA) settings.

  • Verify SLA compliance for tickets.

Ticket Queues

  • Review ticket queues and their organization.

  • Ensure appropriate agents are assigned.

Security

  • Assess account security settings.

  • Ensure data protection and compliance.

Automations

  • Check for outdated or redundant automations.

  • Optimize automation rules.

Custom Views

  • Review custom views for agents.

  • Ensure they support productivity.

Community Forum

  • Check the health of the customer community forum.

  • Review user engagement.

Self-Service Options

  • Assess the availability and effectiveness of self-service options.

  • Promote self-help resources.

Data Clean-Up

  • Review and clean up old or obsolete data.

  • Ensure database efficiency.

Ticket Workflows

  • Assess ticket creation and routing.

  • Check ticket assignment rules and triggers.

Knowledge Base

  • Review the knowledge base content.

  • Check for outdated articles.

Reporting and Analytics

  • Check the availability of relevant reports.

  • Analyze ticket and user metrics.

Ticket Tags

  • Review the use of tags for categorization.

  • Ensure consistency in tagging.

SLA Notifications

  • Verify SLA breach notifications.

  • Ensure they are being sent appropriately.

Appropriate Use of Triggers

  • Review trigger configurations.

  • Ensure they align with business needs.

GDPR Compliance

  • Verify compliance with data protection regulations.

  • Assess data handling processes.

Billing and Licensing

  • Review Zendesk subscription and licensing.

  • Optimize costs if possible.

Agent Workload

  • Evaluate agent workload and ticket distribution.

  • Ensure workload is balanced.

Ticket Management

  • Review ticket statuses and labels.

  • Evaluate the use of custom fields.

Macros and Automations

  • Evaluate the use of macros and automations.

  • Ensure they are up-to-date and effective.

Integrations

  • Verify integrations with other tools (e.g., CRM, chat).

  • Ensure data flows smoothly.

Ticket Routing

  • Evaluate ticket routing mechanisms.

  • Ensure tickets reach the right teams.

Ticket Escalation

  • Review ticket escalation procedures.

  • Ensure timely escalations.

Knowledge Base Integration

  • Assess integration of knowledge base with ticketing system.

  • Ensure easy access to relevant articles.

User Feedback

  • Collect feedback from agents and end-users.

  • Identify pain points and improvement opportunities.

API Integrations

  • Check API integrations for stability and security.

  • Ensure they meet business requirements.

Save time, save resources, do your customer experience the right way.

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