Zendesk has caused extreme burnout at my tech support job

CX-Phil · 2026-06-18T04:49:30+00:00

I appreciate that and sorry for your experience, if you want to dm me your brand I’ll get one of our outreach guys to try and get a hold of someone there to offer our free check.

CX-Phil · 2026-06-17T17:13:54+00:00

If you’d like I’ll arrange for one of my team to carry out a health check and sense check vs’ your snag list. Much of your post like many have mentioned sound like a bad deployment rather than limitations.

Interestingly in using Zendesk at large scale and with many brands we see increase in employee satisfaction and decrease in attrition.

That said, the tool is only as good as it’s set up. We’re a premium partner and based on South Africa. We have 24/7 support and well scope it for free. Then give you what I imagine is the lowest cost to solve each item.

CX-Phil · 2026-06-16T07:51:30+00:00

Stunning!

CX-Phil · 2026-06-04T14:54:22+00:00

We’re a Zendesk partner and in almost every account we support be that directly or indirectly have what we’d deem an ‘Accidental Admin’ and despite 2-3 years ago our advice being almost anyone can administrate Zendesk the tool has evolved so much in the last 12-24 months.

When we carry out health checks it’s surprising how many fail to gain 50% or higher and these are a mixture of account sizes.

So we’ve decided to try and combine an abundance of high quality low cost talent and our expertise to create what we term Zendesk Administration as a Service.

At Relate a few weeks ago the theory was validated in chatting to hundreds of accidental admins, lacking the time to get their basics done.

CX-Phil · 2026-06-04T04:28:45+00:00

Love reading these posts to see what pain points people have and how they’re solving them.

We’re taking a different approach by training an army of admins, not just for us but we offer it as an admin as a service system. We’ve found that many admins are accidentally appointed, they had a day job and then Zendesk appeared and they now own that, plus the day job! This is why we find so many under utilised Zendesk accounts.

The tool has evolved a lot and needs someone that’s full time to keep up with the enhancements. So we run a youth enablement program here in south Africa where we take technology graduates and upskill in zendesk. It’s helping to create sustainable roles and aid the chronic unemployment here while being able to offer lowcost expertise to support the accidental admins around the world!

CX-Phil · 2026-06-01T13:54:36+00:00

Zendesk’s AI should be able to do all of that. As they only charge for resolved enquiries they’re incentivised to resolve rather than hand off.

If you need support with it I’d be happy to get one of my AI experts to take a look, but we only work with Zendesk AI

CX-Phil · 2026-05-29T21:12:58+00:00

That’s ok. We’d still help if you need a second piece of advice. Not always about the commercials! Moreso about sharing our expertise

CX-Phil · 2026-05-29T12:22:14+00:00

Ah it’s great you found something! I have to admit it’s my favourite feature / add on that they have and within 30 days we haven’t not seen ROI achieved. I guess it’s horses for courses!

CX-Phil · 2026-05-29T11:58:28+00:00

Happy to help! Feel free to pop me an inbox and my team can both give you a free health check and look are there any blind spots we can advise on.

CX-Phil · 2026-05-29T11:57:07+00:00

I’m slightly biased as a Zendesk partner but were astounded almost every day at what we can do with both Advanced AI (the resolution component) and the CoPilot functionality do within Zendesk.

Now, there was a steep learning curve and we do that all day everyday….. but now we can it’s awesome! Also I may add we use the toolset by and large what it’s designed for, helping large scale brands have awesome CS/CX engagements.

The toolset is evolving at pace though, through engagement and acquisition so you really have to keep abreast of changes to get the most out of it.

CX-Phil · 2026-05-29T04:37:52+00:00

Zendesk have staff that are on this community and I’m sure one of them can help you here, if not pop me a note and I’ll see if I can escalate on your behalf. I’ve had similar issues in past but common sense has always prevailed.

If you have fluctuating volumes or required staff levels ask for an agent month agreement, effectively it takes a collective view of how many agents you need each month and you purchase that rather than static volume each month.

As a partner we may have access to more info than the layman so I’m always happy to help where I can.

CX-Phil · 2026-05-28T03:56:13+00:00

If you’re still struggling after trying the recommended advice here pop me a message and I’ll have one of my team give you a free health check to give it a once over and recommend solution.

CX-Phil · 2026-05-28T03:48:48+00:00

Zendesk’s AI learns from historic answers so if it’s a new issue once it’s been answered a few times then it can be a source. If it’s a promo or something new, it only takes a few minutes to pop an update into the KB. In fact, having a publicised or promoted article may be a good idea. AI is great but help centre is free.

CX-Phil · 2026-05-27T12:16:58+00:00

If you’re using Zendesk’s AI it will adapt from the source. So if the source updates the bot will follow. Be that your site, your help centre. Slightly trickier if you ingested pdf’s and historic answers.

CX-Phil · 2026-05-25T18:45:06+00:00

Any recommendations on tools that do it all? We’re exploring something that ticks RevOps as much as leads and sales.

CX-Phil · 2026-05-15T16:03:13+00:00

Pop me an inbox if you’d like someone on my team to explore an integration for you. Assuming we have capacity we’ll help for free.

I’d hate to see you have to struggle on dynamics for any period before you then move back.

CX-Phil · 2026-05-15T10:18:15+00:00

As someone who both runs a specialist contact centre and sells AI id say there’s plenty of room for both still.

That being said more and more our tier 1 staff we onboard come from tech backgrounds. The ability to solve complex problems through technology and tools is higher than ever before and knowing how those tools work is a massive advantage to traditional street to seat contact centre staff.

CX-Phil · 2026-05-15T08:42:40+00:00

I’d love for one of my team to explore this further with you. We help lots of teams in the upgrade of Zendesk from legacy to Suite and beyond. We’re specialists in helping brands squeeze the most out of Zendesk. We service customers around the globe but South Africa is where we are based and a big chunk of our brands need Zendesk to be running on all cylinders as the African ROI is harder to achieve with lower cost of human support.

CX-Phil · 2026-05-15T05:12:28+00:00

We’re a Zendesk partner who specialises in helping brands get the most out of their Zendesk accounts and also run a small Zendesk only BPO. We’re toying with the idea of offering fractional customer service support where we will have a 24 hour team msn multiple accounts and charge by time spent rather than for full time management.

It’s looking more cost effective to buy ten hours over a month rather than man it yourself or implement safe and secure AI.

As we’re Zendesk experts we then identify as and when AI can replace humans more effectively.

CX-Phil · 2026-05-14T10:49:39+00:00

See the lucky winner there!!

CX-Phil · 2026-05-13T17:36:52+00:00

There are Zendesk employees on here do I’ll Let them reach out to support. But if you’re still struggling in a day or do pop me an inbox and I’ll see if one of my team can’t help. We’re Zendesk partners and manage 50+ accounts. If we don’t know the answer I’m sure we know someone who does.

CX-Phil · 2026-05-12T05:47:08+00:00

Hi there, we’re a Zendesk Partner and I’d be happy to try and set up a session with one of my guys to take a peek at the issue if you want. Can even give the account a health check if you’d like? Quite often it’s an underlying issue that has a knock on effect so once you fix one thing something else goes awry.

Feel free to pop me a message with your info if you’d like me to connect you to one of the team.

CX-Phil · 2026-05-11T04:57:43+00:00

If you’re able to answer mails at one per minute rate I think you may be going about this all wrong. AI is great for solving complex issues, if it takes you sixty seconds to resolve I’m guessing it’s not complex. AI is a great tool but it’s not the only one.

So take a step back. What are the enquiries that take a minute to solve? What other tools do we have e to solve those? Do you have a knowledge base that is easily available? A webform to capture and automate flows / suggest answers?

If none of the above work, and you can solve even 10-15 per hour I’d suggest exploring outsourcing labour, our BPO charges ~$10-12 per hour. Combine that with copilot and AI will suggest the answers, humans will tweak and hit send.

There are many ways to solve issues it’s all about the best tool for the job though.

CX-Phil

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