Iva P.

I help support teams get more out of Zendesk. I spent over 4 years as the sole Zendesk owner for a multi-brand tech company, which means I handled everything myself: configuration, workflows, integrations, migrations, reporting, and training. I know how Zendesk behaves at scale and where it usually breaks. If your Zendesk works but feels slow, messy, or expensive, I can fix that. I audit your setup, find what is costing your agents time, and rebuild it so tickets reach the right person faster and get solved in fewer touches. What I do best Zendesk optimization for growing and enterprise accounts - Audit triggers, automations, SLAs, views, groups, and macros - Clean up multi-brand setups, ticket forms, and custom fields - Redesign routing so tickets land with the right team the first time - Plan and run migrations, including multi-domain moves driven by the API Zendesk Copilot and AI agents - Configure Intelligent Triage (intent, sentiment, language) and build routing triggers on top of it - Set up auto assist, procedures, and suggested first replies, including per-ticket control so agents choose when AI drafts a reply - Troubleshoot Copilot setups that are switched on but not working as expected - Roll out AI in phases so you see results before you scale Custom integrations and API work - Design Zendesk integrations with booking tools, ecommerce platforms, and internal systems - Map API endpoints, webhook flows, OAuth, and authentication - Push live external data into ticket fields so agents stop switching tabs - Build Zapier workflows that turn form submissions into clean, structured tickets - Add AI classification or draft replies using the Claude API when native Zendesk AI is not available Ticket data analysis I pull your full ticket history through the API and break it down by intent, handling time, reply count, and repeat contacts. You get a ranked list of what to automate first, based on volume, effort, and risk. Recent work - Analyzed 19,000+ tickets for a UK healthcare client to find safe automation opportunities, and designed an integration that syncs sample status into Zendesk without exposing clinical data - Configured Copilot auto assist and Intelligent Triage routing for a US ecommerce brand, and built an AI topic classifier inside their Zapier workflow - Designed a Calendly to Zendesk integration covering endpoint mapping, webhook flow, and API key authentication - Designed and ran a two-domain Zendesk migration end to end using the API - Contributed to an AI customer service platform connecting Freshdesk, Magento, and Claude, as a subcontractor for a CX consultancy - Built two Zendesk sidebar apps: a macro suggester and a Claude-powered draft reply tool (public on GitHub) Background BSc in Electronics and Telecommunications and over 10 years in technology education before moving into CX operations. I explain technical changes in plain language, document everything I build, and train your team so they are not dependent on me. How I work - I review your current setup before I quote - I test on test tickets or a sandbox before anything goes live - You get clear documentation of every trigger, field, and integration I touch Send me a short description of your Zendesk setup and what is not working. I will tell you honestly whether I am the right fit.