Zendesk Integration Specialist Needed
Budget: $50 – $125 USD
THIS IS A JOB TO SET UP AND CONFIGURE A BASIC ZENDESK SUPPORT INSTANCE - No chat, voice or public knowledge‑base required.
Must be finished, tested, and ready within 2 days (latest by Friday 25 April 2025, 16:30 UK) – we’ll switch MX records right after close of business.
CONTEXT
We currently use Groove for email support and are migrating to Zendesk this week. You will build the new Zendesk workspace, confirm everything works, and have it ready for a seamless cut‑over at 16:30 UK on Friday. Go‑live for staff is the following Monday.
SCOPE (one sentence)
Set up a fully‑configured Zendesk email inbox—no chat, voice or help‑centre—so our agents, prescribers and managers can handle every support request by ticket, whether it arrives by email or is logged after a phone call.
WHAT YOU MUST CONFIGURE
Email channels – connect two support addresses (we’ll supply) and verify DKIM / SPF.
Business hours & auto‑reply – Mon 08:00‑16:30 UK, Tue‑Fri 08:30‑16:30 UK. Outside these hours send: “We’ll reply next business day.”
Ticket categories (views & tags) – Urgent queries, Cancellations, Clinical Queries, Phone Orders, Orders, Delivery, Complaints, ID & Verification, Prescribers.
Custom ticket field – numeric Order Number for search/filter.
Internal ticket form – for agents to log phone calls (Order Number + Category).
Priority & SLAs – Urgent = 2 h, Normal = 24 h + “SLA Breached” view and alert.
Macros – import ≈ 20 canned replies we’ll supply.
Triggers / automations – auto‑acknowledge; keyword tagging (“cancel”, “delivery”, etc.); pending reminder after 48 h; auto‑close 4 days after second reminder.
CSAT survey – one‑click Good/Bad on ticket solved; results visible to managers.
User roles – Customer‑Service Agent, Prescriber, Management (all can reply).
Branding – sub‑domain support.ourdomain.co.uk, logo & colours, universal footer (we supply wording and GPhC number).
Basic reporting – dashboard for open vs solved, first‑reply time, category breakdown, SLA compliance, CSAT score.
Security basics – enforce 2‑factor auth, HTTPS only, mask credit‑card patterns.
No chat, voice or public knowledge‑base required.
DELIVERABLE
A live Zendesk instance with everything above working and tested on both email addresses, ready for MX‑record switch at 16:30 UK on Friday 25 April 2025.
ADVISE & FILL ANY GAPS
If any standard “email‑only” Zendesk feature is missing (e.g. data‑retention rule, extra automation), flag it, explain briefly, and—once we approve—include it in the build.
Must be finished, tested, and ready within 2 days (latest by Friday 25 April 2025, 16:30 UK) – we’ll switch MX records right after close of business.
CONTEXT
We currently use Groove for email support and are migrating to Zendesk this week. You will build the new Zendesk workspace, confirm everything works, and have it ready for a seamless cut‑over at 16:30 UK on Friday. Go‑live for staff is the following Monday.
SCOPE (one sentence)
Set up a fully‑configured Zendesk email inbox—no chat, voice or help‑centre—so our agents, prescribers and managers can handle every support request by ticket, whether it arrives by email or is logged after a phone call.
WHAT YOU MUST CONFIGURE
Email channels – connect two support addresses (we’ll supply) and verify DKIM / SPF.
Business hours & auto‑reply – Mon 08:00‑16:30 UK, Tue‑Fri 08:30‑16:30 UK. Outside these hours send: “We’ll reply next business day.”
Ticket categories (views & tags) – Urgent queries, Cancellations, Clinical Queries, Phone Orders, Orders, Delivery, Complaints, ID & Verification, Prescribers.
Custom ticket field – numeric Order Number for search/filter.
Internal ticket form – for agents to log phone calls (Order Number + Category).
Priority & SLAs – Urgent = 2 h, Normal = 24 h + “SLA Breached” view and alert.
Macros – import ≈ 20 canned replies we’ll supply.
Triggers / automations – auto‑acknowledge; keyword tagging (“cancel”, “delivery”, etc.); pending reminder after 48 h; auto‑close 4 days after second reminder.
CSAT survey – one‑click Good/Bad on ticket solved; results visible to managers.
User roles – Customer‑Service Agent, Prescriber, Management (all can reply).
Branding – sub‑domain support.ourdomain.co.uk, logo & colours, universal footer (we supply wording and GPhC number).
Basic reporting – dashboard for open vs solved, first‑reply time, category breakdown, SLA compliance, CSAT score.
Security basics – enforce 2‑factor auth, HTTPS only, mask credit‑card patterns.
No chat, voice or public knowledge‑base required.
DELIVERABLE
A live Zendesk instance with everything above working and tested on both email addresses, ready for MX‑record switch at 16:30 UK on Friday 25 April 2025.
ADVISE & FILL ANY GAPS
If any standard “email‑only” Zendesk feature is missing (e.g. data‑retention rule, extra automation), flag it, explain briefly, and—once we approve—include it in the build.