Zendesk & Jira Service Management Setup
Configure, clean up and administer your helpdesk so it works the way your team does.
Who this is for
Teams who bought Zendesk or JSM and have since accumulated a tangle of fields, triggers and views, or who are launching a helpdesk for the first time.
Common problems
- Triggers and automations nobody dares to touch
- Too many custom fields, too little usable data
- Routing is manual, and assignment is inconsistent
- Permissions, groups and roles grew without a plan
- The knowledge base is disorganised and not tied to macros
What I can do
- Zendesk: ticket forms, custom fields, groups, views, triggers, automations, macros, routing, SLA policies, business hours, roles, KB structure
- JSM: projects, request types, workflows, statuses, queues, SLAs, automation, permissions, portals
- Incident / problem / change structures and support-to-engineering handoffs in Jira
- Workflow cleanup and documentation of what exists
- Reporting and dashboard requirements
Examples of work
Sample methodology and deliverable formats, not client results.
- Automation map (sample)
- Support workflow diagram (sample)
- Macro structure (sample)
What you may need to provide
- Admin or agreed delegated access
- Your current process, even if informal
- Priorities and any compliance constraints
Engagement style
Project or hourly admin, with changes documented and reviewed before going live.
Rates and estimates are agreed in a written proposal before any payment or work.
Talk through your helpdesk