CX Tech Maintenance

Your support infrastructure, monitored and maintained so nothing breaks silently.

The problem

Support infrastructure isn't static. Agents join and leave. Products get added. Processes change. But the platform configuration (triggers, automations, routing rules, integrations) rarely gets updated to match. Things drift. A trigger that made sense 18 months ago now fires on the wrong tickets. An automation stopped working after a Zendesk update. Nobody noticed because the team adapted manually. Until it became a real problem. By then, months of degraded performance have already happened.

My solution

A monthly retainer that keeps your support infrastructure aligned with how your business actually operates. I monitor your active workflows, catch issues before your agents do, handle platform updates, and adapt configurations as your team and product evolve. You get a dedicated CX tech partner, without the overhead of a full-time admin. Each month you receive a health report: what's working, what was fixed, what I'm watching, and what I recommend next.

What's included

Proactive monitoring of all triggers, automations, macros, and integrations
Bug detection and fixes before agents or customers notice the degradation
Platform update management: release notes reviewed, breaking changes caught early
Configuration evolution: routing rules, groups, and fields updated as your team changes
On-demand improvement requests included in the monthly hours allowance
Monthly health report: automation performance, error log, and optimization recommendations
Priority response SLA for critical issues affecting live operations

Built with

ZendeskFreshdeskIntercomMake.comCloudflare Workers

Ideal for

Companies with a working support infrastructure but no dedicated admin to maintain it. Also valuable after a large deployment to ensure configurations hold as the business scales.