Your Zendesk is live.
It's just not working hard enough.
Tickets piling up. Automations not firing. Agents doing manually what the platform should handle. Nobody confident enough to change anything. We go in, find the root causes, and fix them properly.
The platform is live.
The results aren't there yet.
Most Zendesk setups drift over time. What was configured on day one doesn't match how the business works today — and the gap grows silently.
New channels were added without rethinking routing. Automations were set up and forgotten. Reporting was never configured properly. The result: agents working harder than they need to, managers without visibility, and customers getting inconsistent service. We've seen this pattern 400+ times. It's always fixable — but it compounds the longer you leave it.
Ticket logic set up in year one that nobody's touched since. Every new channel or team added a workaround instead of a solution. The result is a routing maze nobody fully understands.
Triggers conflicting with each other. Automations that were supposed to save time doing nothing. Agents picking up the slack manually because nobody's sure what the platform is actually doing.
Dashboards exist but the numbers don't match reality. SLAs were configured once and never revisited. Management is making decisions based on data they're not confident in.
The configuration has grown organically and nobody fully understands how it fits together. Every change feels like it might break something. So nothing gets improved — and the problems compound.
A structured methodology.
Not a guess.
We follow a repeatable 9-step process across three phases — so you always know where you are and what comes next.
Everything that's holding
your Zendesk back.
One fixed-price engagement. Everything audited, fixed, and documented — so your team gets a Zendesk that actually works the way it should.
Loved by teams
around the world
"Skyscanner has worked with Dominic and the team at ROCA for a number of years, mainly using their expertise in Zendesk help site customisation. They are always approachable, working efficiently to find solutions to often complex problems. Their professional advice is always spot on, and they truly are experts in their field. I would absolutely recommend ROCA as a reliable and good value business partner."
"We are very pleased with our entire experience with ROCA. They carefully listened to our goals and developed a course of action tailored specifically to our most urgent needs."
"Within 24 hours, ROCA provided a comprehensive analysis with actionable next steps — process improvements, agent behavioral changes, and focus areas for our contact center. Incredibly fast and thorough."
"Dominic and his team are professional, technically brilliant, intelligent, and helped us deliver our implementation project on time and within budget. Fees are extremely competitive!"
"They didn't just knock it out of the park — they redefined the standard. The team is incredibly competent and reliable, giving us total peace of mind from start to finish. They turned our outdated platform into a stunning, on-brand experience."
The people who'll
actually do the work
No hand-offs to juniors. The people you speak to are the people building your Zendesk.
12 years building and optimising Zendesk for companies across 30+ countries. 400+ implementations delivered. Personally involved in every project scoping and quality sign-off.
Deep Zendesk configuration specialist. The person in the trenches making sure every trigger, automation, routing rule, and AI flow is exactly right before anything goes live.
We don't just find problems.
We fix them.
We've optimised 400+ Zendesk setups. We know the patterns — the automations that always break, the routing logic that always drifts, the reports nobody trusts.
Not sure if you need optimisation?
Book a free 30-minute call. We'll review your current Zendesk setup and tell you exactly what's costing you — no commitment, no pressure.
Get Your Optimisation Quote →Certified Zendesk Advanced Partner. Official partner — you get Zendesk vendor support plus ours.
You're in safe hands.
Here's our promise.
With 12 years of experience, we make sure you get exactly what you need — can't have you complaining to Zendesk about us 😅
Try us for two weeks. If you don't see the value, you walk away and pay nothing. No questions asked.
Sign up for just one month. Cancel anytime, or switch to a smaller (or the same) plan later if you prefer.
You only pay once the work is done and you're happy with it. No upfront payments, no nasty surprises.
Let's get your Zendesk working hard again
Fixed-price. Certified. Results in 2 weeks. Tell us about your setup and we'll come back with a quote within one business day.