Zendesk
Smart Instinct is a helpdesk implementation and AI agent setup agency, and a Zendesk Advanced Partner. We audit for $750, build at $3,750, $10,500 or $17,500, and migrations start at $3,500, fixed before we start. Zendesk can do almost anything, which is exactly why so many instances drift. Features pile up, triggers start contradicting each other, and the AI answers questions nobody scoped it to touch.
Every one of those decisions made sense the day it was made. Then the team changed and nobody had time to revisit a rule that was working. We configure Zendesk so the platform earns the subscription again.
Partner status
The most established customer support platform in the category: ticketing, omnichannel routing, a help center, SLAs, a deep app marketplace, and one of the most capable AI layers on the market through Zendesk AI agents and Copilot.
Its strength is range. Its risk is the same range, because every feature you can turn on is a feature that can drift out of sync with how the business actually runs. Zendesk rewards deliberate configuration and quietly underperforms when it is set once and left alone.
Triggers, automations and assignment cleaned up and documented, so nothing fires in the dark and nobody is afraid to change a rule.
One current set, no contradictions, mapped to the workflows your team actually runs rather than the ones that existed two years ago.
Targets that match how your team really triages, with escalation that reaches someone able to act on it.
AI agents scoped to curated knowledge with forced escalation. Copilot configured for your team. Both tuned against real ticket history before they touch a customer.
Legacy objects moved to the current framework. CSV export and manual rebuild, because Zendesk never shipped an automated path.
Explore dashboards rebuilt so the number your CFO opens is true and answers the question they actually asked.
Voice goes in the same instance. Zendesk runs calls natively, and voice AI agents can answer and resolve routine calls before a person picks up, so every call lands as a ticket in the same queue as email and chat, and your agents work one view with one vendor. When you need a dedicated phone or contact centre platform instead, we connect Zendesk to Aircall, RingCentral, Talkdesk or Zoom Contact Center so every call still ends up on a ticket.
Two separate products. AI agents talk to customers directly across email, chat, messaging and voice. Copilot helps your human agents with drafts, suggestions and summaries.
We scope the AI agents to specific knowledge sources, force escalation on the edge cases, and block them from improvising policy, then tune against your real ticket history before they touch a live customer.
Yours depends on knowledge base maturity, ticket complexity and how aggressive you want the AI to operate. Anyone quoting you a number before seeing your data is guessing.
Zendesk retired legacy custom objects, the old Sunshine framework, in two phases. From January 15, 2026 you could no longer create new legacy objects. On July 27, 2026 the legacy experience stopped working entirely.
If your instance still ran legacy objects, the workflows built on them are already broken. There is no automated migration tool and there never was. It is CSV export through Admin Center plus a manual rebuild on the current framework, which we quote as its own line with an hour count rather than burying it in a project total.
Fixed price, identical on every platform page, because pricing never varies by platform. Tiers are set by scope, not by the size of your team.
$3,750
Single-brand build. Core ticketing, routing, saved replies, every channel, reporting starter.
$10,500
Every channel, SLAs, AI agents and Copilot configured, Explore dashboards.
$17,500
Multi-brand, skills routing, custom apps and API work, custom objects migration, every channel.
Audit $750 flat, credited toward any project booked within 30 days. Retainers are $1,000, $2,400 or $4,600 a month. Migrations start at $3,500, fixed before we start. Enterprise starts at $25,000, fixed before we start.
Each tier is a fixed price for the scope limits listed, not for a company of a given size. Essential, Professional and Premium include up to 33, 90 and 150 hours, good for 90 days from kickoff, and nothing past that is billed without your OK. Your key tools connected, within your included hours. Need more? Extra hours are $110, agreed before we start. Past a limit: $3,000 per brand, $4,500 per platform. Agent counts are guidance, not a rule. Historical migration is never part of a build tier. It starts at $3,500, fixed before we start.
Sometimes the right answer is to stay and reconfigure rather than migrate, and we will say so on the call.
Open since 2020. Separately, our team brings 25+ years of combined experience in the category.
Yes. Zendesk removed legacy custom objects on July 27, 2026, including the legacy APIs, admin interface and records. Unless your account received an extension, anything that depended on them has stopped working. It is CSV export and manual rebuild, quoted as its own line with an hour count. Before the July 27, 2026 deadline, Zendesk offered a one-time six-month extension on request.
We do not quote a number before seeing your data. Where you land depends on knowledge base maturity, ticket complexity and how aggressive you allow the AI to be.
On a call with us. A fixed build price, not a range you chase through a proposal cycle.
You do, documented. The price includes writing it down. We do not hold the keys.
Sometimes, and we will tell you. Plenty of instances that feel broken are configured for a business stage the company outgrew, and reconfiguring in place is cheaper and faster than moving.
No charge. We will tell you what it costs to fix them, or that reconfiguring is the wrong move right now.
Helpdesk implementation and AI agent setup across 23+ platforms. Every price published.
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