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.
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.
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
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
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
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
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
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
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
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
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
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
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.