Zendesk administration
I make Zendesk work the way it should: triggers that do not clash, macros people actually use, useful views and reports you can trust. And when the time is right, I add AI to support without putting your customer service at risk.
from €500/month + VAT
01
Initial review of triggers, automations, SLAs, forms and fields. I remove what is not needed and document what stays.
02
Adding and removing agents, macros, views, groups, workflow changes and whatever the support team needs. I reply within one working day.
03
Explore set up with the metrics that matter: volume, first reply time, resolution time, backlog and contact reasons.
04
Automatic ticket classification, suggested replies and Claude agents connected to Zendesk, with human review and quality metrics.
Zendesk degrades quietly. Everyone who passes through the team adds a trigger, a macro or a view, and two years later nobody knows why a ticket changes group at three in the morning. An admin with hours reserved every month keeps the configuration tidy, documented and ready to grow. I work remotely from Barcelona with companies across Spain and Europe, in English or Spanish.
If you want to connect Zendesk to Slack, Sheets or your CRM beyond what the plan hours cover, we do it as an implementation project. Related reading: how to clean up Zendesk triggers before adding AI, AI ticket triage in Zendesk and an e-commerce Zendesk clean-up case.
€500/month + VAT
€1,000/month + VAT
| Includes | Basic | Extended |
|---|---|---|
| Price | €500/month + VAT | €1,000/month + VAT |
| Hours included | 8 h/month | 20 h/month |
| Triggers, automations and SLAs | Included | Included |
| Macros, views and forms | Included | Included |
| Explore reports and dashboards | Included | Included |
| AI ticket classification | Not included | Included |
| AI suggested replies | Not included | Included |
| Claude agents connected to Zendesk | Not included | Included |
| Monthly metrics review | Not included | Included |
| Minimum term | No lock-in | No lock-in |
No lock-in: cancel the service whenever you like. Prices exclude VAT.
5 out of 5
Ha sido un gusto trabajar con Gerard. Tiene mucho conocimiento de Zendesk y sobre todo ha entendido muy bien la problemática del proyecto. Ha identificado de manera muy rápida (en un par de sesiones), cómo se utiliza la herramienta en el proyecto y qué oportunidades de mejora y optimización se pueden implementar, así como necesidades que aún no han sido cubiertas y ha planteado soluciones para las mismas.
Repetiríamos la colaboración sin duda.
Necesitábamos montar Zendesk desde cero para nuestro equipo de soporte y Gerard se encargó de todo: la configuración, las automatizaciones y los dashboards para seguir el día a día. Entendió rápido cómo funciona una logística B2B de moda y adaptó la herramienta a nuestra forma de trabajar, no al revés. La formación al equipo de 8 personas fue muy práctica y desde el primer día supieron usarlo. Muy contentos con el resultado; lo recomendamos sin dudarlo.
I let you know before we reach the limit. You can buy extra hours that month or move to the Extended plan, whichever works out cheaper.
Yes, from one month to the next, in either direction.
Yes, with my own dedicated admin user, never a shared one, so every change I make is logged under my name in the Zendesk audit log.
Yes. We decide together whether Zendesk's AI features or a custom layer built on Claude makes more sense, based on your ticket volume and your Zendesk plan.
Within one working day for normal requests. Issues that stop support are handled as soon as possible during working hours.
Yes. In the first month I spend part of the hours inventorying and tidying the existing configuration. Without that baseline, any later change is risky.
E-commerce
140 → 38 active triggers after the clean-up
An online shop whose Zendesk nobody had administered for a year. First we sorted out triggers and views; then we added AI classification and suggested replies on the Extended plan.
Zendesk · Claude · Shopify or your CRM
Instead of an agent sorting the queue every morning, Claude reads each new ticket, fills in reason, priority and language, adds order or account data and lets your triggers route it.
Zendesk · Slack · Google Sheets · Claude
Important tickets reach the right Slack channel with a three-line summary, and the incident log in Google Sheets updates itself. Your support team stops being the glue between tools.
€1,500 + VAT
2 weeks · 3 sessions with your team. You get a map of your processes, the bottlenecks and a prioritised automation plan.
from €3,000 + VAT
Automations and Claude agents connected to your tools. Handover training and 30 days of support included.
€900 + VAT per session
Half a day with your ops or support team. Real use cases, and 2–3 working automations by the end.
Walk me through it on a 30-minute call. I'll tell you whether it can be automated, how much time it would save and where I'd start. No strings attached.