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As Zendesk Advanced Implementation Partners, we can:

  • help decide if Zendesk is right for you

  • implement a new instance of Zendesk

  • optimise your existing Zendesk

  • perform specific enhancements 


Is Zendesk right for you? 🤔

We’re committed to implementing Zendesk when it’s right for your business and your team. 


With multiple implementation and optimisation projects in our portfolio, we’re well aware of every feature, benefit and even limitation. 


We’ll learn your business, your processes, your support objectives and use our expertise to help you weigh up the pros and cons of various platforms to determine the best solution for you. 

Key benefits to Zendesk:

  • Support via multiple channels. Zendesk gives you an unparalleled ability to provide support via the channels of your choice and, more importantly, your customers’ choice. 

  • Industry-leading ticketing feature set. Zendesk’s ticket handling features allow you to focus your teams on tasks that truly require their expertise, while eliminating or automating repetitive and non-value added work.

  • Game-changing customisation and app integration. Zendesk’s strong marketplace partners and API capabilities allow you to further enhance your instance to create even better customer experiences and improve team satisfaction. 


Implement - new to Zendesk 🎨

A blank canvas is a great opportunity to get it right from the start. 

Working with a Zendesk Partner to implement your new instance, you’re guaranteed to build in efficiencies gained from years of experience enabling support teams. 

And we don’t just build something that works for now. We carefully customise your Zendesk set-up to put you in the best position for scalable growth, ensuring your team follow best practices along the way.



Set up the basics

  • Integrate new or existing support channels. Chat, Phone, Messaging, Social… all available on day one.

  • Build custom apps. Including crucial links between customer communication and their account information.

  • Groups. Setup your teams, their workflow and how they interact with each other and with non-Zendesk users outside of the support team.

  • Triggers and automations. Only utilise your team for tasks that require their expertise. Leave the rest to Zendesk.

We can also help:

  • train your team - we’ll help them navigate Zendesk and encourage best practices for ticket handling 

  • create self-service content

Optimise - leverage what Zendesk has to offer ⭐️

Not getting the most out of Zendesk?


As part of the optimisation process, we’ll dive into what you’d like your support to look like and work with you to reflect that in your Zendesk set-up. We’ll also point out further opportunities we find for streamlining, boosting efficiency and scaling for growth.

We’ll use Zendesk’s approach toward understanding your current support strategy and discovering what’s next, presenting you with best practices and ideas for improvements along the way - conducting discovery sessions, documenting your requirements, and making sure you are in the loop every step of the way.

Perform specific enhancements 🛠

Perhaps you know what you want your Zendesk instance to offer but aren’t quite sure the best way to execute it. Attempting to change one thing on your platform often affects other rules and configurations that exist, which can end up disrupting your operation. 

This is where the Koda team can help! As Advanced Implementation Partners, we know Zendesk inside out. We’ll analyse your current rules and ensure changes are executed in a way that's seamless for your customers and your team. We’ll track and document changes as we go, so you and your team can stay in the loop.

Each optimisation project is hyper-personalised. We tailor our approach to your preferences - you can send us a list of things to do, or we can make recommendations to help you discover your plan.

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