Laplante management

An audit is an in-depth review of your entire Zendesk instance. The goal is for us to provide, using an observation/recommendation format, best practices based on our experience implementing, optimizing, and administering hundreds of Zendesk instances over the years.

Click here to schedule a time to discuss an audit with one of our Zendesk experts!

The Zendesk audit gives us a view into the specifics of your Zendesk instance.  This service involves our team directly logging into your instance and combing through each feature and its configuration. Our objective is to see if there are areas where we can improve your team’s overall efficiency. We will review which channels your team is utilizing and how they are being used, along with agent views, service level agreements, macros, fields (organization, user, and ticket), tags, triggers, automations, and dynamic Content.  Once we have finished the audit, we will provide you with a document that includes what we observed as the current state, as well as our recommendations for improvements.

When we send you our findings, which usually comprises 8-12 pages, we’ll also include a link to schedule a 1 hour session with the Solutions Consultant from our team who completed the audit. They will explain our recommendations and together you can determine what next steps, if any, you’d like us to take!

There are two things to keep in mind when it comes to an audit:

• It’s a trap.
  • Now, it’s not a very good trap, since we just told you about it. But when we’ve completed the audit, there will always be at least a handful of areas we recommend adding or changing. And that will come at an addtional cost if you have us perform the changes. You’re never forced to use us, but we like to be upfront about the likelihood of additional cost when the audit is done!
• We don’t know everything about you…yet.
  • The audit is intended to capture, at a high level, the state of your instance. We won’t always be able to identify the interplay between your fields, business rules, and reporting. If, for example, you have specific workflows that are impacted by rogue triggers or automations, an audit is unlikely to find those types of issues. But if you’re not even sure what a trigger or automation is, you should probably let us do an audit for you.

If you have additional questions about getting an audit of your instance, please let us know.

Schedule a meeting any time!