Customer Support Automation Experts
Get your support team back on track.
High-volume support teams hire us to eliminate backlogs, clean up messy help desks, and deploy AI automation that improves both customer and agent experience.
High-volume support teams hire us to eliminate backlogs, clean up messy help desks, and deploy AI automation that improves both customer and agent experience.
The problem
The problem
Broken systems create unhappy customers and agents.
Without systems.
Ticket backlogs grow faster than the team can keep up.
Agents spend most of their day on repetitive, low-value tasks.
The help desk is cluttered with outdated macros, rules, and data.
Customers reach out through too many channels, creating confusion.
Outsourced support costs rise while quality and satisfaction drop.
AI tools frustrate customers and agents instead of helping.
Support feels reactive instead of structured and controlled.
Without systems.
Ticket backlogs grow faster than the team can keep up.
Agents spend most of their day on repetitive, low-value tasks.
The help desk is cluttered with outdated macros, rules, and data.
Customers reach out through too many channels, creating confusion.
Outsourced support costs rise while quality and satisfaction drop.
AI tools frustrate customers and agents instead of helping.
Support feels reactive instead of structured and controlled.
Without systems.
Ticket backlogs grow faster than the team can keep up.
Agents spend most of their day on repetitive, low-value tasks.
The help desk is cluttered with outdated macros, rules, and data.
Customers reach out through too many channels, creating confusion.
Outsourced support costs rise while quality and satisfaction drop.
AI tools frustrate customers and agents instead of helping.
Support feels reactive instead of structured and controlled.
With systems.
Backlogs stay controlled and don't overwhelm the team.
Agents spend their time on meaningful, high-impact support work.
The help desk is organized with clean rules, data, and workflows.
Customers use clear channels that reduce noise and confusion.
Outsourced support costs drop while quality and satisfaction improve.
AI handles issues without frustrating customers or agents.
Support feels structured, predictable, and under control.
With systems.
Backlogs stay controlled and don't overwhelm the team.
Agents spend their time on meaningful, high-impact support work.
The help desk is organized with clean rules, data, and workflows.
Customers use clear channels that reduce noise and confusion.
Outsourced support costs drop while quality and satisfaction improve.
AI handles issues without frustrating customers or agents.
Support feels structured, predictable, and under control.
With systems.
Backlogs stay controlled and don't overwhelm the team.
Agents spend their time on meaningful, high-impact support work.
The help desk is organized with clean rules, data, and workflows.
Customers use clear channels that reduce noise and confusion.
Outsourced support costs drop while quality and satisfaction improve.
AI handles issues without frustrating customers or agents.
Support feels structured, predictable, and under control.
The goal
The goal
Less chaos. Lower costs. Better experiences.
Faster backlog reduction
Backlogs shrink quickly as ticket drivers and workflows are fixed at the source.
Faster backlog reduction
Backlogs shrink quickly as ticket drivers and workflows are fixed at the source.
Faster backlog reduction
Backlogs shrink quickly as ticket drivers and workflows are fixed at the source.
Lower cost per ticket
Automation and deflection reduce volume, lowering BPO spend and internal load.
Lower cost per ticket
Automation and deflection reduce volume, lowering BPO spend and internal load.
Lower cost per ticket
Automation and deflection reduce volume, lowering BPO spend and internal load.
Less manual work for agents
Repetitive tasks are automated so agents focus on meaningful customer issues.
Less manual work for agents
Repetitive tasks are automated so agents focus on meaningful customer issues.
Less manual work for agents
Repetitive tasks are automated so agents focus on meaningful customer issues.
Cleaner, more reliable data
Help desk workflows, tags, and rules stay accurate and usable at scale.
Cleaner, more reliable data
Help desk workflows, tags, and rules stay accurate and usable at scale.
Cleaner, more reliable data
Help desk workflows, tags, and rules stay accurate and usable at scale.
AI that actually helps customers
Bots resolve common issues without frustrating customers or agents.
AI that actually helps customers
Bots resolve common issues without frustrating customers or agents.
AI that actually helps customers
Bots resolve common issues without frustrating customers or agents.
Predictable support operations
Support becomes measurable, controlled, and easier to scale with growth.
Predictable support operations
Support becomes measurable, controlled, and easier to scale with growth.
Predictable support operations
Support becomes measurable, controlled, and easier to scale with growth.
The solution
The solution
The solution
Complete systems that fix support problems at their root.
Tickets grouped by topic
Requests are organized by issue type.
Repeat issues identified
The biggest drivers of volume are clear.
Volume reduction planned
Long-term fixes are prioritized first.
Ticket Backlog Analysis
Your backlog is broken down into clear support topics so repeat issues can be eliminated at the source — not worked forever.
Tickets grouped by topic
Requests are organized by issue type.
Repeat issues identified
The biggest drivers of volume are clear.
Volume reduction planned
Long-term fixes are prioritized first.
Ticket Backlog Analysis
Your backlog is broken down into clear support topics so repeat issues can be eliminated at the source — not worked forever.
Tickets grouped by topic
Requests are organized by issue type.
Repeat issues identified
The biggest drivers of volume are clear.
Volume reduction planned
Long-term fixes are prioritized first.
Ticket Backlog Analysis
Your backlog is broken down into clear support topics so repeat issues can be eliminated at the source — not worked forever.
New ticket created and categorized
Priority, SLA, and routing applied
Automated response sent
Agent or queue assigned
Help Desk Automation
Workflows, rules, and automations are cleaned up so manual work disappears and support runs consistently at scale.
New ticket created and categorized
Priority, SLA, and routing applied
Automated response sent
Agent or queue assigned
Help Desk Automation
Workflows, rules, and automations are cleaned up so manual work disappears and support runs consistently at scale.
New ticket created and categorized
Priority, SLA, and routing applied
Automated response sent
Agent or queue assigned
Help Desk Automation
Workflows, rules, and automations are cleaned up so manual work disappears and support runs consistently at scale.
Hi there, how can I help you?
How do I reset my password?
Ask us anything
AI Implementation
AI responds to common support requests across every channel, reducing ticket volume without frustrating customers or agents.
Hi there, how can I help you?
How do I reset my password?
Ask us anything
AI Implementation
AI responds to common support requests across every channel, reducing ticket volume without frustrating customers or agents.
Hi there, how can I help you?
How do I reset my password?
Ask us anything
AI Implementation
AI responds to common support requests across every channel, reducing ticket volume without frustrating customers or agents.
The process
The process
The process
A proven process for getting back on track.
A proven process for getting back on track.
John Carter
Customer Support Manager
Ticket backlog keeps growing
Too much manual ticket handling
Too much manual ticket handling
Agents spend time triaging tickets.
Repetitive issues flood support
The same questions create more volume.
Support tools don’t work together
Broken workflows slow resolution times.
Step 1: Diagnose
Audit the help desk, review ticket data, talk to stakeholders, and shadow agents to understand what’s driving volume, delays, and frustration.
John Carter
Customer Support Manager
Ticket backlog keeps growing
Too much manual ticket handling
Too much manual ticket handling
Agents spend time triaging tickets.
Repetitive issues flood support
The same questions create more volume.
Support tools don’t work together
Broken workflows slow resolution times.
Step 1: Diagnose
Audit the help desk, review ticket data, talk to stakeholders, and shadow agents to understand what’s driving volume, delays, and frustration.
John Carter
Customer Support Manager
Ticket backlog keeps growing
Too much manual ticket handling
Too much manual ticket handling
Agents spend time triaging tickets.
Repetitive issues flood support
The same questions create more volume.
Support tools don’t work together
Broken workflows slow resolution times.
Step 1: Diagnose
Audit the help desk, review ticket data, talk to stakeholders, and shadow agents to understand what’s driving volume, delays, and frustration.
High impact
Reduce repeat tickets
Improve routing and prioritization
Automate common responses
Medium impact
Clean up workflows and rules
Low impact
Step 2: Stabilize
Fix backlog drivers, clean up workflows, and implement changes that bring the help desk back under control.
High impact
Reduce repeat tickets
Improve routing and prioritization
Automate common responses
Medium impact
Clean up workflows and rules
Low impact
Step 2: Stabilize
Fix backlog drivers, clean up workflows, and implement changes that bring the help desk back under control.
High impact
Reduce repeat tickets
Improve routing and prioritization
Automate common responses
Medium impact
Clean up workflows and rules
Low impact
Step 2: Stabilize
Fix backlog drivers, clean up workflows, and implement changes that bring the help desk back under control.
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function handleSupportRequest(intent, context) {
logIntent(intent);
if (intent === "password_reset") {
return sendHelpCenterArticle("password-reset");
}
if (intent === "order_status") {
return fetchOrderStatus(context.userId);
}
if (intent === "billing_issue") {
assignGroup("billing_support");
applySLA("high");
}
if (isRepeatIssue(intent)) {
autoRespond(intent);
Step 3: Automate
Deploy AI and automation to handle repetitive requests, improve routing and responses, and reduce manual work for agents.
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function handleSupportRequest(intent, context) {
logIntent(intent);
if (intent === "password_reset") {
return sendHelpCenterArticle("password-reset");
}
if (intent === "order_status") {
return fetchOrderStatus(context.userId);
}
if (intent === "billing_issue") {
assignGroup("billing_support");
applySLA("high");
}
if (isRepeatIssue(intent)) {
autoRespond(intent);
Step 3: Automate
Deploy AI and automation to handle repetitive requests, improve routing and responses, and reduce manual work for agents.
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function handleSupportRequest(intent, context) {
logIntent(intent);
if (intent === "password_reset") {
return sendHelpCenterArticle("password-reset");
}
if (intent === "order_status") {
return fetchOrderStatus(context.userId);
}
if (intent === "billing_issue") {
assignGroup("billing_support");
applySLA("high");
}
if (isRepeatIssue(intent)) {
autoRespond(intent);
Step 3: Automate
Deploy AI and automation to handle repetitive requests, improve routing and responses, and reduce manual work for agents.
Optimization
Monitoring live workflows
Testing edge cases
Ensuring long-term reliability
Step 4: Optimization
Monitor performance, tune automations, and refine workflows so the system stays reliable as volume and complexity grow.
Optimization
Monitoring live workflows
Testing edge cases
Ensuring long-term reliability
Step 4: Optimization
Monitor performance, tune automations, and refine workflows so the system stays reliable as volume and complexity grow.
Optimization
Monitoring live workflows
Testing edge cases
Ensuring long-term reliability
Step 4: Optimization
Monitor performance, tune automations, and refine workflows so the system stays reliable as volume and complexity grow.
The engagement
Simple pricing. One outcome.
Customer Operations Reset
A focused 12-week engagement to eliminate backlogs, stabilize your help desk, and deploy automation that improves customer and agent experience.
$3750
$3750
/week
Diagnosis | Audit the help desk, analyze ticket data, talk to stakeholders, and shadow agents to identify the true drivers of volume and delays. | Weeks 1–3
Stabilization | Fix backlog drivers, clean up workflows, rules, and intake, and bring the support operation back under control. | Weeks 4–6
Automation | Implement AI and automation to handle repetitive requests, improve routing and SLAs, and reduce manual work for agents. | Weeks 7–9
Optimization | Monitor performance, test edge cases, and refine the system so improvements hold as volume grows. | Weeks 10–12
The engagement
Simple pricing. One outcome.
Customer Operations Reset
A focused 12-week engagement to eliminate backlogs, stabilize your help desk, and deploy automation that improves customer and agent experience.
$3750
$3750
/week
Diagnosis | Audit the help desk, analyze ticket data, talk to stakeholders, and shadow agents to identify the true drivers of volume and delays. | Weeks 1–3
Stabilization | Fix backlog drivers, clean up workflows, rules, and intake, and bring the support operation back under control. | Weeks 4–6
Automation | Implement AI and automation to handle repetitive requests, improve routing and SLAs, and reduce manual work for agents. | Weeks 7–9
Optimization | Monitor performance, test edge cases, and refine the system so improvements hold as volume grows. | Weeks 10–12
The engagement
Simple pricing. One outcome.
Customer Operations Reset
A focused 12-week engagement to eliminate backlogs, stabilize your help desk, and deploy automation that improves customer and agent experience.
$3750
$3750
/week
Diagnosis | Audit the help desk, analyze ticket data, talk to stakeholders, and shadow agents to identify the true drivers of volume and delays. | Weeks 1–3
Stabilization | Fix backlog drivers, clean up workflows, rules, and intake, and bring the support operation back under control. | Weeks 4–6
Automation | Implement AI and automation to handle repetitive requests, improve routing and SLAs, and reduce manual work for agents. | Weeks 7–9
Optimization | Monitor performance, test edge cases, and refine the system so improvements hold as volume grows. | Weeks 10–12
The proof
The proof
The proof
Teams we've transformed.
"Hosam helped create a much more usable platform for our team. Our overwhelming ticket count has decreased by the hundreds."
Kristen Michaelis
Dr. Joe Dispenza
"Hosam helped create a much more usable platform for our team. Our overwhelming ticket count has decreased by the hundreds."
Kristen Michaelis
Dr. Joe Dispenza
"Hosam helped create a much more usable platform for our team. Our overwhelming ticket count has decreased by the hundreds."
Kristen Michaelis
Dr. Joe Dispenza
"Hosam and the team implemented updates to our help center. Very knowledgeable, diligent, responsive, and proactive in follow-through. I would be very confident in choosing them for any Zendesk related improvements."
Jon Coon
Invoice2go
"Hosam and the team implemented updates to our help center. Very knowledgeable, diligent, responsive, and proactive in follow-through. I would be very confident in choosing them for any Zendesk related improvements."
Jon Coon
Invoice2go
"Hosam and the team implemented updates to our help center. Very knowledgeable, diligent, responsive, and proactive in follow-through. I would be very confident in choosing them for any Zendesk related improvements."
Jon Coon
Invoice2go
"Hosam was an absolute lucky find for our rapidly growing company. He understood exactly what we needed, was professional, reliable, and came up with solutions to all our issues. Will continue to use his and his team's services. Thanks!"
Dr. Talib Omer
QuickMD
"Hosam was an absolute lucky find for our rapidly growing company. He understood exactly what we needed, was professional, reliable, and came up with solutions to all our issues. Will continue to use his and his team's services. Thanks!"
Dr. Talib Omer
QuickMD
"Hosam was an absolute lucky find for our rapidly growing company. He understood exactly what we needed, was professional, reliable, and came up with solutions to all our issues. Will continue to use his and his team's services. Thanks!"
Dr. Talib Omer
QuickMD
"Hosam was able to refine and streamline our Zendesk in a way that has made the process of dealing with our incoming emails a lot easier. Fast response time and willingness to learn our business so we could find what works for us."
Adam Mckay
Automotive Superstore
"Hosam was able to refine and streamline our Zendesk in a way that has made the process of dealing with our incoming emails a lot easier. Fast response time and willingness to learn our business so we could find what works for us."
Adam Mckay
Automotive Superstore
"Hosam was able to refine and streamline our Zendesk in a way that has made the process of dealing with our incoming emails a lot easier. Fast response time and willingness to learn our business so we could find what works for us."
Adam Mckay
Automotive Superstore
"Hosam and team were the perfect compliment to our internal experts. He helped us overhaul our knowledge base design and validate our teams configuration of Zendesk. We would absolutely hire Hosam again when the situation presents itself."
Marc Ray
Gooten
"Hosam and team were the perfect compliment to our internal experts. He helped us overhaul our knowledge base design and validate our teams configuration of Zendesk. We would absolutely hire Hosam again when the situation presents itself."
Marc Ray
Gooten
"Hosam and team were the perfect compliment to our internal experts. He helped us overhaul our knowledge base design and validate our teams configuration of Zendesk. We would absolutely hire Hosam again when the situation presents itself."
Marc Ray
Gooten
"Hosam is a pro, both technically and professionally. He did an exceptional job of managing the project, even when our project manager left the company, leaving him with minimal direction and oversight. Highly recommended."
Jeff LeBrun
Optimize Health
"Hosam is a pro, both technically and professionally. He did an exceptional job of managing the project, even when our project manager left the company, leaving him with minimal direction and oversight. Highly recommended."
Jeff LeBrun
Optimize Health
"Hosam is a pro, both technically and professionally. He did an exceptional job of managing the project, even when our project manager left the company, leaving him with minimal direction and oversight. Highly recommended."
Jeff LeBrun
Optimize Health
"Amazing at what you do! Everything we needed in an expert consultant, and they did a great job explaining things and breaking down how things work. Awesome job and great to work with you!"
Faris Ghawi
Vytalize
"Amazing at what you do! Everything we needed in an expert consultant, and they did a great job explaining things and breaking down how things work. Awesome job and great to work with you!"
Faris Ghawi
Vytalize
"Amazing at what you do! Everything we needed in an expert consultant, and they did a great job explaining things and breaking down how things work. Awesome job and great to work with you!"
Faris Ghawi
Vytalize
"Hosam was a pleasure to work with and went above and beyond to complete the project from start to finish with no issues. Professionally done and I would definitely hire him again for future initiatives."
Theresa G. Blackwell
Virtuo Group Corporation
"Hosam was a pleasure to work with and went above and beyond to complete the project from start to finish with no issues. Professionally done and I would definitely hire him again for future initiatives."
Theresa G. Blackwell
Virtuo Group Corporation
"Hosam was a pleasure to work with and went above and beyond to complete the project from start to finish with no issues. Professionally done and I would definitely hire him again for future initiatives."
Theresa G. Blackwell
Virtuo Group Corporation
"Hosam helped us revamp our support site as we made the move back from Zendesk. He and his team were incredibly professional and worked directly with us to ensure every detail was attended to. We couldn't be happier with the job they did. Would highly recommend Hosam!"
Sam Glover
Follow Up Boss
"Hosam helped us revamp our support site as we made the move back from Zendesk. He and his team were incredibly professional and worked directly with us to ensure every detail was attended to. We couldn't be happier with the job they did. Would highly recommend Hosam!"
Sam Glover
Follow Up Boss
"Hosam helped us revamp our support site as we made the move back from Zendesk. He and his team were incredibly professional and worked directly with us to ensure every detail was attended to. We couldn't be happier with the job they did. Would highly recommend Hosam!"
Sam Glover
Follow Up Boss
"Fantastic hire. Expert-level knowledge had us up and running in a few hours. Worth the money to have it handled end-to-end, with little interaction required from me. Made great suggestions drawing on his experience. Came with videos for both the admin and the agent. Super nice person too!"
Arvita Tripati
Luminostics
"Fantastic hire. Expert-level knowledge had us up and running in a few hours. Worth the money to have it handled end-to-end, with little interaction required from me. Made great suggestions drawing on his experience. Came with videos for both the admin and the agent. Super nice person too!"
Arvita Tripati
Luminostics
"Fantastic hire. Expert-level knowledge had us up and running in a few hours. Worth the money to have it handled end-to-end, with little interaction required from me. Made great suggestions drawing on his experience. Came with videos for both the admin and the agent. Super nice person too!"
Arvita Tripati
Luminostics
"Hosam is very knowledgeable and very honest - he helped us decide what we needed and was very helpful in teaching us how to create a customer service platform that suited our needs. Also, he was very efficient in the development process. Clearly not his first rodeo. As we grow, I would look to hire him again!"
Limeng Stroh
FullCircle
"Hosam is very knowledgeable and very honest - he helped us decide what we needed and was very helpful in teaching us how to create a customer service platform that suited our needs. Also, he was very efficient in the development process. Clearly not his first rodeo. As we grow, I would look to hire him again!"
Limeng Stroh
FullCircle
"Hosam is very knowledgeable and very honest - he helped us decide what we needed and was very helpful in teaching us how to create a customer service platform that suited our needs. Also, he was very efficient in the development process. Clearly not his first rodeo. As we grow, I would look to hire him again!"
Limeng Stroh
FullCircle
"After having a quick conversation with Hosam, I quickly knew he had the necessary skills and background to help my organization enhance our workflow. Hosam was very reliable and provided a lot of insights. He was able to decipher a lot of information for our team very quickly."
Ruben Castillo
Rhino
"After having a quick conversation with Hosam, I quickly knew he had the necessary skills and background to help my organization enhance our workflow. Hosam was very reliable and provided a lot of insights. He was able to decipher a lot of information for our team very quickly."
Ruben Castillo
Rhino
"After having a quick conversation with Hosam, I quickly knew he had the necessary skills and background to help my organization enhance our workflow. Hosam was very reliable and provided a lot of insights. He was able to decipher a lot of information for our team very quickly."
Ruben Castillo
Rhino
"Hosam is an incredible listener and that's such an important skill to have when working with people outside your immediate org. Given a tight deadline, Hosam's processes and paths to create a scalable structure were both empowering and efficient. He helped at a critical time, and I'm already trying to determine what else to put on my wishlist to work with him again."
Reyna Taylor
Hyperice
"Hosam is an incredible listener and that's such an important skill to have when working with people outside your immediate org. Given a tight deadline, Hosam's processes and paths to create a scalable structure were both empowering and efficient. He helped at a critical time, and I'm already trying to determine what else to put on my wishlist to work with him again."
Reyna Taylor
Hyperice
"Hosam is an incredible listener and that's such an important skill to have when working with people outside your immediate org. Given a tight deadline, Hosam's processes and paths to create a scalable structure were both empowering and efficient. He helped at a critical time, and I'm already trying to determine what else to put on my wishlist to work with him again."
Reyna Taylor
Hyperice
"We brought on Hosam to implement Zendesk for us from the ground up. Hosam set up all aspects of Zendesk for us including Support, Chat, Talk, and Guide. He was incredibly responsive, courteous, and professional throughout the entire configuration and deployment effort. As we continue to improve upon our initial configuration, I look forward to continuing to work with Hosam."
Justin Garabed
binx
"We brought on Hosam to implement Zendesk for us from the ground up. Hosam set up all aspects of Zendesk for us including Support, Chat, Talk, and Guide. He was incredibly responsive, courteous, and professional throughout the entire configuration and deployment effort. As we continue to improve upon our initial configuration, I look forward to continuing to work with Hosam."
Justin Garabed
binx
"We brought on Hosam to implement Zendesk for us from the ground up. Hosam set up all aspects of Zendesk for us including Support, Chat, Talk, and Guide. He was incredibly responsive, courteous, and professional throughout the entire configuration and deployment effort. As we continue to improve upon our initial configuration, I look forward to continuing to work with Hosam."
Justin Garabed
binx
"Hosam was great! He took the time to listen to our unique needs and then set up Zendesk for us very quickly. He even took the time to train our team so that we felt super comfortable managing the platform ourselves. He's a true expert, and we would recommend him to all! We look forward to working with him again should something come up."
Caroline Hulsey
Good Stock Soup
"Hosam was great! He took the time to listen to our unique needs and then set up Zendesk for us very quickly. He even took the time to train our team so that we felt super comfortable managing the platform ourselves. He's a true expert, and we would recommend him to all! We look forward to working with him again should something come up."
Caroline Hulsey
Good Stock Soup
"Hosam was great! He took the time to listen to our unique needs and then set up Zendesk for us very quickly. He even took the time to train our team so that we felt super comfortable managing the platform ourselves. He's a true expert, and we would recommend him to all! We look forward to working with him again should something come up."
Caroline Hulsey
Good Stock Soup
"It was a pleasure to work with Hosam! Always super professional, knowledgable, friendly, patient, organised, available and efficient. He listened with care and attention to our needs and customised everything according to our requirements and preferences. He set up our Zendesk in no time, and everything is working like clockwork. Our Customer Support is much better now, thanks to Hosam! Thank you so much!"
Marco Velasco
Outside
"It was a pleasure to work with Hosam! Always super professional, knowledgable, friendly, patient, organised, available and efficient. He listened with care and attention to our needs and customised everything according to our requirements and preferences. He set up our Zendesk in no time, and everything is working like clockwork. Our Customer Support is much better now, thanks to Hosam! Thank you so much!"
Marco Velasco
Outside
"It was a pleasure to work with Hosam! Always super professional, knowledgable, friendly, patient, organised, available and efficient. He listened with care and attention to our needs and customised everything according to our requirements and preferences. He set up our Zendesk in no time, and everything is working like clockwork. Our Customer Support is much better now, thanks to Hosam! Thank you so much!"
Marco Velasco
Outside
"Hosam helped me get my ZD Support suite done as expected and with lots of care. When you get in touch with them, he makes sure you feel the right way and provides you with the solutions and answers you are looking for from a support expert. The creation of the needed views, macros and triggers has helped us continue to support our subscribers smoothly and without having to have a large support team behind our customer care efforts. Thanks, H!"
Luis Gonzalez
Flume Internet
"Hosam helped me get my ZD Support suite done as expected and with lots of care. When you get in touch with them, he makes sure you feel the right way and provides you with the solutions and answers you are looking for from a support expert. The creation of the needed views, macros and triggers has helped us continue to support our subscribers smoothly and without having to have a large support team behind our customer care efforts. Thanks, H!"
Luis Gonzalez
Flume Internet
"Hosam helped me get my ZD Support suite done as expected and with lots of care. When you get in touch with them, he makes sure you feel the right way and provides you with the solutions and answers you are looking for from a support expert. The creation of the needed views, macros and triggers has helped us continue to support our subscribers smoothly and without having to have a large support team behind our customer care efforts. Thanks, H!"
Luis Gonzalez
Flume Internet
"Hosam is a real professional. He is incredibly comprehensive, insisting on fully understanding the client's needs so that the end product performs exactly in the manner required. Not only is he methodical with the listening, planning, and implementation processes, but he's incredibly efficient, building solutions on very short deadlines. Whether it's spinning up your Zendesk instance, building dashboards or metrics reporting, you'll be grateful for working with Hosam."
Jay Padzensky
CoinTracker
"Hosam is a real professional. He is incredibly comprehensive, insisting on fully understanding the client's needs so that the end product performs exactly in the manner required. Not only is he methodical with the listening, planning, and implementation processes, but he's incredibly efficient, building solutions on very short deadlines. Whether it's spinning up your Zendesk instance, building dashboards or metrics reporting, you'll be grateful for working with Hosam."
Jay Padzensky
CoinTracker
"Hosam is a real professional. He is incredibly comprehensive, insisting on fully understanding the client's needs so that the end product performs exactly in the manner required. Not only is he methodical with the listening, planning, and implementation processes, but he's incredibly efficient, building solutions on very short deadlines. Whether it's spinning up your Zendesk instance, building dashboards or metrics reporting, you'll be grateful for working with Hosam."
Jay Padzensky
CoinTracker
"Hosam and his team have been instrumental in helping me optimize our current Zendesk environment and overhaul our SLAs and Explore dashboards. He has a gift for suggesting sometimes small but always really impactful workflow changes to make the team more efficient. I've found him to be very patient, thoughtful, and responsive. The team's deep knowledge of the system is impressive, and I plan on keeping them as an ongoin,g as-needed partner and resource for the future."
Megan Cunningham
Garner
"Hosam and his team have been instrumental in helping me optimize our current Zendesk environment and overhaul our SLAs and Explore dashboards. He has a gift for suggesting sometimes small but always really impactful workflow changes to make the team more efficient. I've found him to be very patient, thoughtful, and responsive. The team's deep knowledge of the system is impressive, and I plan on keeping them as an ongoin,g as-needed partner and resource for the future."
Megan Cunningham
Garner
"Hosam and his team have been instrumental in helping me optimize our current Zendesk environment and overhaul our SLAs and Explore dashboards. He has a gift for suggesting sometimes small but always really impactful workflow changes to make the team more efficient. I've found him to be very patient, thoughtful, and responsive. The team's deep knowledge of the system is impressive, and I plan on keeping them as an ongoin,g as-needed partner and resource for the future."
Megan Cunningham
Garner
"I've hired Hosam to customize the Zendesk Knowledge base and help me with some Zendesk configurations. Hosam is the kind of person you want to work with over and over again. He totally gets it and will make your Zendesk configuration and management so easy for you. I'm recommending Hosam without any reservations, and if you're really looking for someone to help you with Zendesk, you've reached the right person. As long as I have Zendesk, Hosam will be my consultant for Zendesk."
Ajay George
Enhancio
"I've hired Hosam to customize the Zendesk Knowledge base and help me with some Zendesk configurations. Hosam is the kind of person you want to work with over and over again. He totally gets it and will make your Zendesk configuration and management so easy for you. I'm recommending Hosam without any reservations, and if you're really looking for someone to help you with Zendesk, you've reached the right person. As long as I have Zendesk, Hosam will be my consultant for Zendesk."
Ajay George
Enhancio
"I've hired Hosam to customize the Zendesk Knowledge base and help me with some Zendesk configurations. Hosam is the kind of person you want to work with over and over again. He totally gets it and will make your Zendesk configuration and management so easy for you. I'm recommending Hosam without any reservations, and if you're really looking for someone to help you with Zendesk, you've reached the right person. As long as I have Zendesk, Hosam will be my consultant for Zendesk."
Ajay George
Enhancio
"Hosam was a pleasure to work with. Over the past month, Hosam automated all of our top customer support flows in Zendesk and as well as key order management workflows in Shopify to unburden our CX team this holiday season. He completed all project tasks with enthusiasm, speed, and accuracy."
Max Johnson
Awe Inspired
"Hosam was a pleasure to work with. Over the past month, Hosam automated all of our top customer support flows in Zendesk and as well as key order management workflows in Shopify to unburden our CX team this holiday season. He completed all project tasks with enthusiasm, speed, and accuracy."
Max Johnson
Awe Inspired
"Hosam was a pleasure to work with. Over the past month, Hosam automated all of our top customer support flows in Zendesk and as well as key order management workflows in Shopify to unburden our CX team this holiday season. He completed all project tasks with enthusiasm, speed, and accuracy."
Max Johnson
Awe Inspired
"Procurify hired Hosam to help us re-vamp our Zendesk navigation. I had several quotes with crazy hours; Hosam's quote was the only one I trusted. His communication throughout the project was excellent, and he was accommodating to changes that occurred as we progressed. The work happened very fast, and Hosam kept us informed at each step of the way. I would not hesitate to recommend Hosam to any company looking for help with their Zendesk instance. Very happy!"
Sarah Wakeman
Procurify
"Procurify hired Hosam to help us re-vamp our Zendesk navigation. I had several quotes with crazy hours; Hosam's quote was the only one I trusted. His communication throughout the project was excellent, and he was accommodating to changes that occurred as we progressed. The work happened very fast, and Hosam kept us informed at each step of the way. I would not hesitate to recommend Hosam to any company looking for help with their Zendesk instance. Very happy!"
Sarah Wakeman
Procurify
"Procurify hired Hosam to help us re-vamp our Zendesk navigation. I had several quotes with crazy hours; Hosam's quote was the only one I trusted. His communication throughout the project was excellent, and he was accommodating to changes that occurred as we progressed. The work happened very fast, and Hosam kept us informed at each step of the way. I would not hesitate to recommend Hosam to any company looking for help with their Zendesk instance. Very happy!"
Sarah Wakeman
Procurify
"I've worked with Hosam for years, and he was the point person for our Zendesk integration. He quickly became an expert in the subjects of utilization and optimization for our new support platform. He continues to help us iterate on the product and best practices to suit our changing business needs. He's quick to absorb a request and design the accompanying solution."
Jessy Schmit
Pilot Fiber
"I've worked with Hosam for years, and he was the point person for our Zendesk integration. He quickly became an expert in the subjects of utilization and optimization for our new support platform. He continues to help us iterate on the product and best practices to suit our changing business needs. He's quick to absorb a request and design the accompanying solution."
Jessy Schmit
Pilot Fiber
"I've worked with Hosam for years, and he was the point person for our Zendesk integration. He quickly became an expert in the subjects of utilization and optimization for our new support platform. He continues to help us iterate on the product and best practices to suit our changing business needs. He's quick to absorb a request and design the accompanying solution."
Jessy Schmit
Pilot Fiber
"Excellent experience with Hosam! He helped us optimize and restructure our previous Zendesk setup, as well as helped with a major rollout to our entire Ops department. He is proactive, professional, and a great teacher. His approach is to work 1:1 with your admins, so they have a clear understanding of how the system works, but also how to roll out features/solve issues on their own. Highly recommend working with Hosam!"
Lauren Dingle
Modus Closing
"Excellent experience with Hosam! He helped us optimize and restructure our previous Zendesk setup, as well as helped with a major rollout to our entire Ops department. He is proactive, professional, and a great teacher. His approach is to work 1:1 with your admins, so they have a clear understanding of how the system works, but also how to roll out features/solve issues on their own. Highly recommend working with Hosam!"
Lauren Dingle
Modus Closing
"Excellent experience with Hosam! He helped us optimize and restructure our previous Zendesk setup, as well as helped with a major rollout to our entire Ops department. He is proactive, professional, and a great teacher. His approach is to work 1:1 with your admins, so they have a clear understanding of how the system works, but also how to roll out features/solve issues on their own. Highly recommend working with Hosam!"
Lauren Dingle
Modus Closing
"We are a small company and we were looking for someone to help us set up our Zendesk Support Center, but also to teach us how to be effective Zendesk admins in the future. Hosam was an invaluable resource to us - he patiently reviewed all of our needs & questions, and then walked us through all of ZenDesk's features so we thoroughly understood each aspect. He expertly balanced both being a teacher and quickly executing on requests so we could meet our deadlines. Hosam was also incredibly responsive (often responding within minutes) and generous with his time. He genuinely cares about helping people navigate Zendesk's complexity and getting the most out of the platform. We are extremely appreciative of Hosam's support and would recommend his services to anyone needing to optimize their Zendesk workflows or get a basic understanding of Zendesk."
Janan Dave
Tomorrow Health
"We are a small company and we were looking for someone to help us set up our Zendesk Support Center, but also to teach us how to be effective Zendesk admins in the future. Hosam was an invaluable resource to us - he patiently reviewed all of our needs & questions, and then walked us through all of ZenDesk's features so we thoroughly understood each aspect. He expertly balanced both being a teacher and quickly executing on requests so we could meet our deadlines. Hosam was also incredibly responsive (often responding within minutes) and generous with his time. He genuinely cares about helping people navigate Zendesk's complexity and getting the most out of the platform. We are extremely appreciative of Hosam's support and would recommend his services to anyone needing to optimize their Zendesk workflows or get a basic understanding of Zendesk."
Janan Dave
Tomorrow Health
"We are a small company and we were looking for someone to help us set up our Zendesk Support Center, but also to teach us how to be effective Zendesk admins in the future. Hosam was an invaluable resource to us - he patiently reviewed all of our needs & questions, and then walked us through all of ZenDesk's features so we thoroughly understood each aspect. He expertly balanced both being a teacher and quickly executing on requests so we could meet our deadlines. Hosam was also incredibly responsive (often responding within minutes) and generous with his time. He genuinely cares about helping people navigate Zendesk's complexity and getting the most out of the platform. We are extremely appreciative of Hosam's support and would recommend his services to anyone needing to optimize their Zendesk workflows or get a basic understanding of Zendesk."
Janan Dave
Tomorrow Health
"It was an extreme pleasure to work with Hosam. He has a strong understanding of the Zendesk Suite, and he was great about letting us know limitations upfront while providing solid workarounds. He was very flexible and understanding as we changed our minds, direction, etc., throughout the process. We threw a lot of changes at him all at once, and he took it all in stride...even when we ended up back where we started!! He brought his own ideas and best practices to the table while giving us options to consider. He took direction very well and was also very responsive throughout the process of our project. He has a solid grasp on U/X and shared his insights, experience, and examples, making it easier to choose the right direction for our users. Would I use Hosam again? Absolutely! Our work together was primarily focused on setting up a Help Portal (ZD Guide), but he clearly has a solid understanding of the entire ZD suite and fought to pull off our special requests along the way while providing guidance re: other ZD platforms. Lastly, Hosam was very fast, which was critical to this project's ultimate success. Our team and our user-base both love the outcome!"
Todd Sandler
Evercast
"It was an extreme pleasure to work with Hosam. He has a strong understanding of the Zendesk Suite, and he was great about letting us know limitations upfront while providing solid workarounds. He was very flexible and understanding as we changed our minds, direction, etc., throughout the process. We threw a lot of changes at him all at once, and he took it all in stride...even when we ended up back where we started!! He brought his own ideas and best practices to the table while giving us options to consider. He took direction very well and was also very responsive throughout the process of our project. He has a solid grasp on U/X and shared his insights, experience, and examples, making it easier to choose the right direction for our users. Would I use Hosam again? Absolutely! Our work together was primarily focused on setting up a Help Portal (ZD Guide), but he clearly has a solid understanding of the entire ZD suite and fought to pull off our special requests along the way while providing guidance re: other ZD platforms. Lastly, Hosam was very fast, which was critical to this project's ultimate success. Our team and our user-base both love the outcome!"
Todd Sandler
Evercast
"It was an extreme pleasure to work with Hosam. He has a strong understanding of the Zendesk Suite, and he was great about letting us know limitations upfront while providing solid workarounds. He was very flexible and understanding as we changed our minds, direction, etc., throughout the process. We threw a lot of changes at him all at once, and he took it all in stride...even when we ended up back where we started!! He brought his own ideas and best practices to the table while giving us options to consider. He took direction very well and was also very responsive throughout the process of our project. He has a solid grasp on U/X and shared his insights, experience, and examples, making it easier to choose the right direction for our users. Would I use Hosam again? Absolutely! Our work together was primarily focused on setting up a Help Portal (ZD Guide), but he clearly has a solid understanding of the entire ZD suite and fought to pull off our special requests along the way while providing guidance re: other ZD platforms. Lastly, Hosam was very fast, which was critical to this project's ultimate success. Our team and our user-base both love the outcome!"
Todd Sandler
Evercast
The questions
The questions
The questions
Commonly asked by teams.
What types of companies do you work with?
We work with companies handling high volumes of customer support—typically teams with growing backlogs, declining customer satisfaction, and rising outsourced support costs. Most have outgrown their current systems and need structural fixes, not more agents.
What tools and platforms do you work with?
Most work is done in Zendesk and Intercom, but the approach applies to any modern help desk or enterprise support stack. Integrations with internal tools, APIs, data sources, and custom workflows are handled as needed.
How do you use AI in customer support?
AI is used where it clearly improves accuracy or reduces workload. This includes backlog analysis, sentiment detection, and responding to common requests across channels. Automation is applied carefully to avoid frustrating customers or agents.
How involved does our team need to be?
Your team is most involved at the beginning during discovery. After that, implementation happens largely independently, with regular check-ins to stay aligned and avoid disrupting day-to-day support.
What results should we expect—and what happens after 12 weeks?
Most teams see reduced backlogs, fewer repeat tickets, faster response times, and less manual work for agents. After the initial 12 weeks, teams can continue on a month-to-month basis for ongoing optimization, but it’s optional.
How is the engagement billed?
The engagement is billed in four equal payments of $11,250, invoiced at the start of each phase.
What types of companies do you work with?
We work with companies handling high volumes of customer support—typically teams with growing backlogs, declining customer satisfaction, and rising outsourced support costs. Most have outgrown their current systems and need structural fixes, not more agents.
What tools and platforms do you work with?
Most work is done in Zendesk and Intercom, but the approach applies to any modern help desk or enterprise support stack. Integrations with internal tools, APIs, data sources, and custom workflows are handled as needed.
How do you use AI in customer support?
AI is used where it clearly improves accuracy or reduces workload. This includes backlog analysis, sentiment detection, and responding to common requests across channels. Automation is applied carefully to avoid frustrating customers or agents.
How involved does our team need to be?
Your team is most involved at the beginning during discovery. After that, implementation happens largely independently, with regular check-ins to stay aligned and avoid disrupting day-to-day support.
What results should we expect—and what happens after 12 weeks?
Most teams see reduced backlogs, fewer repeat tickets, faster response times, and less manual work for agents. After the initial 12 weeks, teams can continue on a month-to-month basis for ongoing optimization, but it’s optional.
How is the engagement billed?
The engagement is billed in four equal payments of $11,250, invoiced at the start of each phase.
The reset
The reset
The reset
It’s time to get your customer support back on track.
In 12 weeks, your backlog is under control, your help desk is cleaned up, and automation is handling repetitive work. Most importantly, both your customers and agents have a better experience.
In 12 weeks, your backlog is under control, your help desk is cleaned up, and automation is handling repetitive work. Most importantly, both your customers and agents have a better experience.