Support Platforms
Implementation and optimization across channels, forms, routing, SLAs, permissions, queues and agent workflows.
Zendesk Solutions & Systems Architect
Support systems built around how the operation actually works
Zendesk-focused architecture for customer support and IT service operations, backed by hands-on work across Freshdesk, Jira, Gorgias and Intercom. The work spans platform implementation, workflow design, SLAs, AI, automation, reporting, APIs, integrations and custom solutions, from discovery through rollout and ongoing optimization.
100+ Platform Engagements
Implementation · Modernization · Optimization
Enterprise Scale
1,000+ agents · 20+ brands · 500+ triggers
Support & ITSM
Customer support · Internal service operations
End-to-End Delivery
Architecture · Implementation · Optimization
Native & Custom Solutions
Platforms · APIs · Integrations · Applications
Platform Governance
Multibrand · WFM · Quality · Change Control
Services
Architecture across the service operation
Platforms, workflows, data and integrations designed as one connected environment rather than isolated configuration.
Architecture & Optimization
Existing environments untangled, redesigned and scaled across workflows, data, permissions, integrations and service operations.
Integrations
Support connected with engineering, CRM, commerce and operational systems so context and status move reliably.
Automation & AI
AI agents, Copilot, triggers, automations, Action Flows and workflow logic used to remove repetitive handling.
Custom Applications
Support tools, operational utilities and connected app experiences created when standard functionality does not fully meet the need.
Analytics & SLAs
Reporting around service performance, SLA health, ticket demand, escalations, CSAT and operational trends.
Impact
Designed for the whole service operation
From the customer journey to the agent workspace and the systems behind them, each layer is shaped to work as one operating model.
Customer Experience
Clear entry points and consistent journeys across email, messaging, voice and forms.
Agent Effectiveness
Context, workflows and tools brought into the workspace so teams can handle issues with less friction.
Service Performance
Routing, SLAs, automation and escalation designed for predictable day-to-day delivery.
Operational Scale
Connected systems and structured workflows that can evolve with teams, brands and service models.
Work
Real operating problems, solved at platform level
Representative work is anonymized. The focus stays on the problem, the architecture and what changed for the operation.
AI & Support Automation
AI that knows when to answer and when to hand off
Advanced AI and Copilot workflows across messaging and email, with controlled dialogues, knowledge guidance, product-specific logic and structured escalation to agents.
Operational value: broader automation without losing control on complex or high-risk cases.
Support ↔ Engineering
Zendesk ↔ Jira Orchestration
Automated Jira creation, linking and Zendesk updates with conditional routing across different request paths.
Operational value: less manual handoff between support and engineering, with clearer status and ownership across both systems.
Workflow Automation
Reliable Request Intake
Customer forms and incoming requests validated, routed and mapped into Zendesk, with recovery paths when data is missing or processing fails.
Operational value: fewer missing requests and less manual reconciliation between systems.
Validated184
Routed179
Needs Review3
Recovered2
RequestValidationRouteStatus
#48211 Warranty requestPassedTechnical SupportCreated
#48212 Product issuePassedPriority QueueCreated
#48213 Missing order dataReviewRecovery PathHeld
Validation Rules
Conditional Routing
Replay Recovery
Voice & Omnichannel
Voice Routing & IVR
Zendesk voice architecture across IVR, routing, callbacks, voicemail, agent availability and fallback paths.
Operational value: clearer call handling and better control over how voice enters the support operation.
Voice Operations Live routing
ACTIVE FLOWInbound Support Line
Business hours
Support Line
IVR Menu
Target Queue
Available Agent
CallbackEnabled
VoicemailAfter Hours
OverflowTier 2
Average Wait01:42
Waiting4calls in queue
Available7agents online
Callbacks2queued requests
Queue StatusHealthywithin target
Routing RulesCurrent destination
EnterprisePriority Support
TechnicalTechnical Support
OrdersCustomer Care
Analytics & Operating Visibility
Operational Reporting
Explore reporting across volume, SLAs, escalations, response activity, handling time, CSAT and service trends.
Operational value: better decisions from reporting supported by cleaner workflow and data design underneath.
Support OperationsLast 30 days
Tickets4,860
SLA Met94%
CSAT4.6
Escalations128
First Reply1h 42m
Resolution18.4h
Reopened3.8%
Tools
Custom tools for real support problems
Operational health, customer context, scale and cleaner queues.
Workflow Health Monitor
Workflow Health Monitor
Updated just now
2Automation Issues
2Integration Failures
2SLA Risks
2Routing Exceptions
AllSLARoutingAutomationIntegrations
SLA breach approaching
First reply SLA expires in 18 minutes. Ticket is still unassigned.
Incorrect routing assignment
Enterprise billing request routed outside the expected specialist group.
Integration sync failed
Connected CRM update failed after retry attempts.
Featured Application
Workflow Health Monitor
Surfaces SLA risk, routing exceptions, failed automations and integration problems in one operational view.
Business value: catch workflow failures before they become larger customer or service problems.
Customer Context
Customer 360 Workspace
Brings account health, support history, renewal risk and connected CRM, commerce and engineering context into the agent workspace.
Business value: faster handling with the commercial and operational context visible at the point of service.
Operational Scale
Bulk Workflow Runner
Safely executes approved workflows across large ticket sets with preview controls, processing visibility and run history.
Business value: remove repetitive bulk work while keeping control and auditability.
Queue Quality
Duplicate Detector & Auto-Merge
Identifies related tickets, keeps the primary conversation clear and consolidates duplicate work into the correct thread.
Business value: cleaner queues, fewer duplicate actions and more consistent customer communication.
Also built: notification centers, AI knowledge tools, organization context utilities, Custom Object workflows and ticket-side operational tools.
Platforms
Hands-on across the platforms that run support
Zendesk is the core specialization, with implementation and administration experience across Freshdesk, Jira, Gorgias and Intercom.
Connected Systems
Connected systems & supporting services
Used alongside the core support platforms for integrations, automation, commerce, CRM, collaboration, data and operational workflows.
CRM & Commerce
SalesforceShopifyQuickBooks
Automation & Intake
ZapierTypeformMonday.com
Project & Collaboration
ClickUpTrelloSlackGitHub
Backend & Delivery
CloudflareWebhooksOAuth
Data & Reporting
Google SheetsExcelZendesk Explore
Atlassian Ecosystem
JiraJira Service ManagementConfluence
Industry Experience
Different businesses, similar operational challenges
Experience spans customer support, technical support, internal service and multi-system operations across varied operating models.
E-commerce & Retail
Customer service, order workflows and support operations.
Consumer Products
Warranty, troubleshooting and replacement workflows.
SaaS & IT Support
Technical support, engineering escalation and internal service.
Cybersecurity
Support operations requiring tighter technical coordination.
Education & Testing
Structured intake, service workflows and operational visibility.
IT Consulting
Implementation, optimization and connected support systems.
Global Support Operations
Routing, SLAs, queues and reporting across distributed teams.
Internal Service Operations
Service management patterns aligned with ITSM practices.
Confidentiality by design. Client identities, logos and internal operating details are not published as proof of work. Approved testimonials or public references can be presented separately when attribution is explicitly permitted.
Approach
From requirement to reliable operation
A structured path from understanding the environment to validating how it behaves in day-to-day use.
Discover
Understand the operation
Pain points, users, constraints and dependencies
Architect
Shape the model
Workflows, data, ownership and service controls
Connect
Bring systems together
Platforms, automation, APIs and context
Validate
Test what matters
Edge cases, dependencies and failure paths
Evolve
Refine in use
Adjustments as the operation and requirements change