Expert Zendesk Support, No Full-Time Hire Needed
Turn Customer Service into
Customer Success
Zendesk Assist Packages
Zendesk Assist
Get expert admin support so your users and agents have a Zendesk that works the way they do. Our team of highly skilled Zendesk admins are here to help.
- Optimisations and capability rollout
- Customer Service scalability and maturity
- Dashboards, Metrics and Reporting enhancements
- Administrator support
- Enablement and coaching
Self Service Assist
We use AI chat bots, automation and genuinely usable help centres to get your self-service answering the questions it should, which deflects tickets and frees your agents for the work that needs them.
- Help center design and configuration
- Chatbot & flowbuilder launch
- Dashboards, metrics and reporting enhancements
- Self-service optimisations
- Self-service dashboard development
CX Assist
We can help design, create and shape your overall CX vision, so your users get an experience worth coming back to.
- Define your customer experience goals and objectives
- Develop a comprehensive roadmap for achieving your goals
- Identify key customer touchpoints and map out their journey
- Create a customer-centric culture across your organisation
- Measure and track progress towards your customer experience goals
Trusted by 300+ organisations across ANZ
Over 300 organisations have partnered with SuccessCX to modernise customer service, optimise Zendesk, and introduce AI that helps teams work smarter and customers get answers faster.
Zendesk Assist
You need a Zendesk expert.
Not a full-time one.
The backlog is never big enough to hire for, and never small enough to ignore.
Assist covers the configuration, optimisation, and advice that keeps stacking up, at a predictable monthly cost.
Without Ongoing Support
- Small changes wait months for attention
- One person holds all the Zendesk knowledge
- Optimisation stops after go-live
- New features are never switched on
- Nobody has time to review what is working
- Every request becomes a scoped project
With Zendesk Assist
- A named expert with hours reserved each month
- Knowledge documented, not held by one person
- Continuous optimisation, not a one-off build
- New Zendesk features assessed and adopted
- Regular reviews of what is actually working
- Small changes handled without a new proposal
Expertise on tap. Not on payroll.
Ongoing support shows up in the numbers
11:1
70%
1,000+
300+
A year ago, we were juggling 800 tickets daily and customers would wait at least three days for a response. Now, we respond to 90% of customers within the same day. We do all that while maintaining our CSAT at 92%
The tangible story that data tells is phenomenal. Our exec team now sees the reports created by SuccessCX as the go-to for tracking progress.
SuccessCX are solutions partners who establish an amazing relationship that forms trust and a partnership that evolves into an incredible friendship to build your ultimate business outcome.
Zendesk is a great tool and SuccessCX was a great support team. Once we worked out what we wanted, SuccessCX made our move really simple, straightforward, and easy.
Beyond the Ticket Queue
We don't just take your requests
We tell you what to ask for next.
A support retainer that only reacts is a slow help desk. The value is in a specialist who has seen a thousand Zendesk instances telling you what is worth doing before you think to ask.
- What is quietly costing your team time each week?
- Which new Zendesk features are worth adopting?
- Where is the configuration drifting from the process?
- What should be documented before someone leaves?
Those answers shape each month’s work, so the hours go where they move the needle.
The Timely Transformation
3.75:1 → 11:1
Timely came to SuccessCX with a self-service score of 3.75:1. Over three years of workshops, roadmaps, AI implementation, and continuous optimisation, that grew to 11:1. Their next target is 13:1.
That was not a one-off project. It was a long-term partnership.
Discover
Onboarding review
We audit your current Zendesk setup, document how it works, and agree the priorities for the first few months.
Design
Monthly working rhythm
We work a set number of hours each month on configuration, optimisation, training, and the requests your team raises.
Deploy & Optimise
Review and adjust
We review progress with you regularly, adjust the priorities, and keep the documentation current as things change.
Who Assist helps most
Keep improving.
Without a project every time.
- Reserved specialist hours every month
- Small changes done in days, not quarters
- Someone who already knows your setup
- Advice on what to prioritise next
Cover without headcount.
Documented, not tribal.
- A whole team behind your named specialist
- Configuration documented as it changes
- Governance and security built in from day one
- A team that has done this 1,000+ times
Predictable cost.
No permanent hire.
- Fixed monthly cost, no recruitment
- Scale hours up or down as needed
- Turn CX into a growth driver, not overhead
- Practical wins in weeks, not quarters
Testimonial: Chef Works
See what better service looks like in practice
Over a decade and 300+ organisations later, the pattern is consistent: better systems, less friction, and stronger service outcomes for teams and customers.
Your customers are waiting for better.
Your team is ready to deliver it.
With the right strategy, Zendesk setup, and AI support, your team can reduce repetitive work, move faster, and keep the human touch where it matters.