Zendesk: hire an integrator or deploy it yourself?

Categories

Zendesk, Customer relations

Date

28/10/2025

Author

Florian VANNIER

Have you just chosen Zendesk to revolutionize your customer service? Congratulations! But now a strategic question arises: can Zendesk be implemented on your own, or is it better to call on a Zendesk integrator?

 

This question crosses the mind of every IT and customer service manager. On the one hand, Zendesk presents itself as an intuitive, plug-and-play solution. On the other hand, you hear about complex projects that require specialised support.

 

The reality? Deploying Zendesk on your own is certainly possible, yet implementing it in the most effective way requires specific expertise. In this comprehensive guide, we explore both approaches to help you make the best decision for your situation.

Deploying Zendesk on your own: is it really possible?

The short answer: yes, technically it is possible. Zendesk was designed to be accessible, and many companies manage to set up the basic features without outside help.

When can Zendesk be implemented independently?

Deploying Zendesk internally can work if:

  • ou have simple needs (basic ticket management)

  • Your IT team has dedicated time for the project

  • You do not anticipate complex integrations with your IT system

  • Your organisation is small with straightforward processes

  • You are willing to gradually build expertise over several months

But beware of the limitations of a 'DIY' Zendesk deployment.

 

The common pitfalls of deploying Zendesk without support

1. A suboptimal Zendesk setup. Without in-depth expertise on the platform, it’s common to encounter:

  • Poorly configured Zendesk automations that create more problems than they solve

  • Zendesk workflows that don’t align with real business needs

  • Limited Zendesk customisation that doesn’t reflect your processes

  • Advanced features being overlooked, even though they could address your challenges

The result? A solution that works, but only taps into a fraction of its potential.

2. Poorly managed complex Zendesk integrations. Connecting Zendesk to your CRM, ERP, or other tools requires genuine technical expertise:

  • Mastery of Zendesk APIs and their limitations

  • Management of data flows and synchronization

  • Performance optimisation to prevent slowdowns

  • Securing data exchanges

A failed Zendesk integration can bring your IT system to a standstill.

3. Insufficient Zendesk training = missed adoption. The success of a project is not measured by its launch, but by its actual usage. Without proper Zendesk training:

  • Agents stick to their old habits

  • Features remain underutilised

  • Return on investment takes longer to materialise

  • Frustrations build up within the teams

Working with a Zendesk consultant: the tangible benefits

✅ 100% Zendesk-focused expertise.

Unlike generalist consultants, at SEIF we have chosen to specialise exclusively in Zendesk. This approach allows us to:

  • Master all the subtleties of the platform, from basic functions to advanced developments

  • Anticipate changes by following the Zendesk roadmap and preparing our clients for new features

  • Capitalise on our experience, with each Zendesk implementation further enhancing our expertise

✅ Our Zendesk certifications. 

  • Zendesk Support: optimisation of ticket management

  • Zendesk Knowledge: creation of efficient knowledge bases

  • Zendesk Analytics: data utilisation and reporting

  • Zendesk Developer: custom integrations and developments

  • Zendesk AI & Automation (AAIA): intelligent process automation

✅ Our unique methodology: People - Tools - Process.

  • People first
    • Understanding your business challenges and constraints
    • Tailored change management support
    • Qualiopi-certified Zendesk training for every role
  • Tools to help you achieve your goals
    • Zendesk configuration optimized for your processes
    • Zendesk integrations fully managed with your existing IT system
    • Custom developments when necessary
  • Optimized and sustainable processes
    • Redesigning workflows to increase efficiency
    • Establishment of relevant performance indicators
    • Documentation and best practices for sustaining achievements

Our step-by-step Zendesk support

Phase 1: Zendesk Audit and Scoping

We analyse your current situation to properly configure Zendesk:

  • Audit of your existing customer service processes

  • Identification of pain points and opportunities

  • Definition of SMART objectives and success indicators

  • Recommendations for the optimal Zendesk architecture

 

Phase 2: Zendesk Configuration and Customisation

Our expertise allows us to configure Zendesk optimally:

  • Customisation of user and customer interfaces

  • Creation of intelligent Zendesk automations

  • Setup of channels (email, chat, phone, social media)

  • Configuration of SLAs and escalation rules

Phase 3: Zendesk Technical Integrations

We connect Zendesk to your ecosystem for a 360° view:

  • CRM-Zendesk synchronization for a unified customer view

  • ERP-Zendesk connection to access order data

  • Integrations with your internal tools (ITSM, billing, etc.)

  • Custom API development if needed

Phase 4: Zendesk Training and Adoption

Our Qualiopi-certified Zendesk training ensures success:

  • Zendesk agent training: onboarding and best practices

  • Zendesk administrator training: autonomy in configuration

  • Zendesk Analytics training: data utilisation

  • Customer service modules: soft skills and communication

Phase 5: Post-Implementation Support

Our support continues after go-live:

  • Responsive technical support

  • Continuous optimisation of your usage

  • Monitoring of Zendesk updates

  • Evolution of your solution according to new needs


The tangible benefits of a specialised integrator

Time savings and project security

  • Accelerated deployment: our proven methodology avoids common pitfalls

  • Risk reduction: secure data migration and thorough testing

  • Immediate expertise: no learning curve, our teams already master the solution

Optimisation of ROI

  • Optimal configuration from the start: maximising Zendesk’s potential

  • Facilitated adoption: tailored training and change management support

  • Avoid costly mistakes: our experience helps you sidestep common traps

     

Guaranteed scalability

  • Scalability: your Zendesk solution grows with your business

  • Performance maintenance: continuous optimisation based on actual usage

  • Innovation: privileged access to new features and market best practice

     

Conclusion: invest in expertise to maximise your success

Choosing Zendesk is a commitment to excellence in customer service. But to make this commitment a winning one, the support of a specialised integrator like SEIF makes all the difference.

Our 100% Zendesk-focused approach, combined with our People–Tools–Processes methodology, allows us to guarantee an optimal deployment and successful adoption by your teams.

Because your customer relationships deserve the best, leave nothing to chance. Trust the experts whose sole mission is to make your Zendesk project a success.

 

 

Want to discuss your Zendesk project? Contact our experts for a free audit of your needs and find out how we can transform your customer relations.

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Florian VANNIER

Curious and pragmatic, never short of ideas, Florian has always wanted to undertake and develop synergies. Its history is a bit like that of the logo and its Gorilla: agile and clever, it adapts to all situations, it thrives on relationships with others and does not turn away from its commitments.

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