Zendesk Support & Explore Optimisation

1. Our Background

We operate a multi-product business (mobile apps) that uses Zendesk Support for customer communications and Zendesk Explore for analytics. Tickets are created through multiple channels:

- Incoming emails
- iOS and Android app store reviews
- API integrations with our products

Our support team currently consists of 4 agents, with plans to expand. All agents currently share tickets, but future workflows will require group-based assignment. We are preparing to upgrade from Explore Lite to Explore Professional in order to build custom dashboards and meaningful reporting.

2. Objectives
We are seeking an experienced Zendesk Support + Explore specialist with API-level technical expertise to:
- Audit our current Zendesk setup.
- Redesign workflows (views, triggers, categorization) for efficiency and scalability.
- Implement structured reporting (product performance and agent performance).
- Establish a customer satisfaction (CSAT) measurement system across channels.
- Collaborate with our developer team to refine API calls so enriched customer/product data flows into Zendesk.
- Deliver documentation and onboarding materials to support long-term maintainability.

3. Scope of Work
The project scope includes but is not limited to:

3.1 Audit & Workflow Redesign
- Analyze existing Zendesk Support setup (views, triggers, automations).
- Identify inefficiencies and propose a cleaner, more effective structure.
- Redesign and implement improved workflows to support both current and new products.
- Establish ticket categorization by:
- Product line
- Issue type
- Priority/severity
- Language

3.2 Automation
- Configure automatic ticket routing to groups/queues (not individuals).
- Ensure scalability for future team growth.
- Apply SLA rules to categorization and automation where appropriate.

3.3 Reporting & Dashboards
- Design new Explore Professional dashboards from scratch (not based on Lite defaults).
- Product performance reports including:
- Ticket volume per product
- Resolution times
- Recurring issue types
- Customer sentiment/CSAT
- Backlog trends (with selective exclusion of certain ticket types to keep reporting “organic”).
- Agent performance reports including:
- First reply time
- Resolution time
- Tickets solved per agent
- CSAT per agent
- Configure dashboards to be available live in Explore and auto-emailed to management every 2 weeks.

3.4 CSAT System
- Design and implement CSAT collection across relevant channels:
- Zendesk email satisfaction surveys for email tickets.
- Sentiment analysis or survey proxies for app store reviews.
- Ensure irrelevant ticket types can be excluded from CSAT reporting.

3.5 API-Level Integration
- Collaborate with our internal developer team.
- Modify and extend API calls to ensure customer/product data flows into Zendesk.
- Enable enriched data to be reflected in views, categorization, and reporting.


​3.6 Documentation & Handover
- Onboarding/tutorial guide for new support agents (how to use the system day-to-day).
- Technical setup document for the Head of Customer Support (covering views, triggers, categorization rules, reports, CSAT configuration).
- Provide small post-delivery adjustments for a limited period to refine workflows and ensure they remain “organic.”

4. Deliverables
​- Revised Zendesk Support setup (views, triggers, automations, categorization, groups).
- New Explore Professional dashboards (product and agent performance).
- Fully implemented CSAT system.
- Working API-level integration with enriched customer/product data.
- Onboarding/tutorial documentation for agents.
- Technical setup documentation for management.
- Limited post-delivery maintenance and adjustments.

5. Requirements
​- Proven experience with Zendesk Support and Zendesk Explore Professional.
- Demonstrated ability to design efficient workflows and reporting dashboards.
- Experience implementing CSAT systems across multiple channels.
- Mandatory API-level expertise to collaborate with developers and adjust data flows.
- Strong communication skills and ability to document solutions clearly.

6. Quotation Guidelines
​Your quotation should include:
- Estimated hours and timeline for each part of the scope.
- Hourly or daily rate, and total estimated cost.
- Assumptions or prerequisites (e.g., company must complete Explore upgrade before reporting work begins).
- Any optional additional services you can provide (e.g., extended support, training sessions).

7. Timeline
​We expect the project to start promptly after agreement. Please propose a realistic delivery timeline, including audit, implementation, documentation, and post-delivery maintenance period.