Zendesk Optimization for Streamlined Operations

Project Overview
We are looking for an experienced Zendesk Consultant/Developer to update, optimize, and overhaul our Zendesk support environment. Our primary objective is to streamline support team operations by replacing manual work with automated workflows, enhancing reporting dashboards, and implementing advanced AI tools.

This project will follow a phased approach, beginning with an immediate dashboard cleanup and reporting overhaul to establish a strong working relationship, followed by AI tooling implementation and communication integrations.
Scope of Work
Phase 1: Dashboard Overhaul & Reporting (Priority & Immediate Focus)
Weekly & Monthly Metrics: Build native Zendesk Explore dashboards to replace our current manual data exports.
Ticket Assignment Visualization: Visualize group-based ticket assignments, specifically tracking teams like Finance and Activations.
Ticket Age Tracking: Implement clear reporting on ticket age across different stages.
Jira Linkage Reporting: Configure reports to easily identify and track tickets linked to Jira issues, helping us monitor product and development dependencies.
Personalized CSM Views: Create personalized views within Zendesk for Customer Success Managers (CSMs) to monitor tickets associated with their specific clients.
SLA Logic Verification: Audit and verify our existing SLA breach report tags and underlying calculation logic to ensure complete accuracy.

Additional Phases to be defined.