Amanda J.

I'm a Zendesk expert and developer. Zendesk is what I do. Most of my current work is in Zendesk's AI and integration layer - AI agents, procedures, action flows, Copilot, custom sidebar apps on ZAF, ZIS, and the Zendesk API. I connect Zendesk to Salesforce, HubSpot, Zoho, Jira, Shopify, GoHighLevel, Monday, ClickUp, and whatever database or backend the business runs on. If there's an accessible API, I can integrate it. I also do Zendesk implementations, admin work, audits, and migrations. That covers Support, Guide and the Help Center, Messaging, Talk, Explore reporting, triggers, automations, routing, SLAs, and custom objects. A lot of Zendesk accounts have deadlines coming up. The legacy bot builder goes away December 10. API tokens stop working April 30, 2027, so every integration still using one has to move to OAuth. Suggested first replies retire January 19, 2027. I can find what in your account is affected and fix it before it breaks. I start by shadowing a live agent to see how they actually work in the system. Then I pull all ticket, event, and comment data by API, along with every trigger and automation, and run my own scripts against it. That shows me every action, automated or human, that touches a ticket from open to solved. For one client it showed that about 30% of inbound volume came from customers following up on commitments agents hadn't kept. I've cut handle time by 40% more than once with custom integrations. On another project I reduced escalations 45% by redesigning the process and building a custom Zendesk app that tied internal and vendor systems together with custom objects. Before working as a freelancer, I spent 10 years at Upwork Global. I started on the phones and worked my way up to CX Manager, reporting to the Sr. VP of Operations. By the end, I managed about 200 agents through eight team leads. I created an Executive Escalations team. I also tore down the QA team and rebuilt it as Customer Experience Improvement, and I built the training team from scratch. So I know Zendesk from the agent's chair too. I've worked with clients in ecommerce, SaaS, VOIP providers, telehealth, manufacturing, fintech, and logistics, both subscription and non-subscription. If you have a Zendesk project, send me what you're working with and what's getting in the way. I'll be glad to help.