You will get Zendesk Admin, AI Agent, and Help Center setup.
Project details
Need Zendesk set up—from a light trial desk to full Admin day-one, or AI Agent + Help Center?
I configure Zendesk around how your team works. Pick the package that matches your goal:
• Starter / Basic — support email, groups, views, 1 ticket form + launch checklist
• Standard / Day-One Admin — email, routing, views, forms & fields, business hours & SLAs, macros, triggers/automations + handoff
• Advanced / Premium — AI Agent setup + Help Center/KB starter (scoped) on top of a usable Admin baseline + handoff
After you order and share requirements, I’ll confirm what’s in scope for your package, then ask for Admin access. Delivery follows the window on your order (3 / 5 / 14 days by package).
You’ll get the agreed configuration plus a short handoff of what changed. Not included unless purchased: custom code, ongoing maintenance, or work outside your package (add-ons available—e.g. extra configuration hour, additional revision).).
I configure Zendesk around how your team works. Pick the package that matches your goal:
• Starter / Basic — support email, groups, views, 1 ticket form + launch checklist
• Standard / Day-One Admin — email, routing, views, forms & fields, business hours & SLAs, macros, triggers/automations + handoff
• Advanced / Premium — AI Agent setup + Help Center/KB starter (scoped) on top of a usable Admin baseline + handoff
After you order and share requirements, I’ll confirm what’s in scope for your package, then ask for Admin access. Delivery follows the window on your order (3 / 5 / 14 days by package).
You’ll get the agreed configuration plus a short handoff of what changed. Not included unless purchased: custom code, ongoing maintenance, or work outside your package (add-ons available—e.g. extra configuration hour, additional revision).).
Project Type
Project Management, Virtual Assistance, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$50
|
Standard
$299
|
Advanced
$500
|
|---|---|---|---|
| Delivery Time | 3 days | 5 days | 14 days |
Number of Revisions | 2 | 2 | 2 |
Optional add-ons
You can add these on the next page.
Additional Revision
+$45
Extra configuration hour
(+ 1 Day)
+$45Frequently asked questions
About Lea
Zendesk Setup | CX Ops Specialist
Shenzhen, China - 10:23 am local time
My background is different from most support freelancers on this platform: I sit on both sides of the desk. I configure Zendesk (workflows, routing, macros, AI agents, knowledge base) and I also handle front-line tickets — order status, returns, shipping, product questions — so I know what breaks in real queues, not just what looks good in a setup doc. When I build your helpdesk, it's shaped by what customers actually ask and what agents actually need day to day.
I help clients with:
- Helpdesk setup & go-live — connecting channels, reply templates and macros, routing rules, and the basics your team needs to work from on day one — so you're not scoped this week and live next month
- Front-line support & ticket handling — taking email, chat, and DMs through properly when volume spikes or you need extra coverage across time zones
- Knowledge base & SOP building — turning recurring order, return, and shipping questions into FAQs and documented replies, so the team isn't drafting the same answer every time
- AI & automation workflows — native Zendesk AI agent and knowledge base when your plan includes them, or automated reply workflows through no-code tools when it doesn't — wherever repeat work can be cut without breaking quality
- Ongoing helpdesk upkeep — routing tweaks, macro updates, QA spot-checks, and workflow fixes as your product line, policies, or ticket volume change
I'm available for both project-based work (setup, migration, one-off cleanup) and ongoing monthly arrangements. Many clients prefer a recurring setup — a set number of hours per month for ticket coverage, KB updates, and helpdesk maintenance — rather than re-hiring for each spike or each new launch. If you want someone who can stand up the system and keep it running, that's the kind of relationship I'm set up for.
I communicate in professional written English (email, Slack, Upwork messaging) as standard — clear documentation for your team and a clean trail for QA or compliance-sensitive work. Based in UTC+8, with overlap for Americas, Europe, and Australia business hours when you need coverage. Fast response time, typically within a few hours given the time difference.
If your business runs on Zendesk (or is moving to it) and you need more than ticket coverage — someone who can connect the helpdesk, handle the queue, and keep improving it — I'd be glad to talk about how an ongoing arrangement could work for you.
Steps for completing your project
After purchasing the project, send requirements so Lea can start the project.
Delivery time starts when Lea receives requirements from you.
Lea works on your project following the steps below.
Revisions may occur after the delivery date.
Review requirements & confirm scope
I review your goals, team setup, channels, and desired outcomes. I’ll confirm what’s included before asking for Admin access, so we don’t start the wrong work.
Access, audit & configure
After scope is confirmed, you grant Admin access. I audit your account and configure agreed Admin Center items.