Leafworks, your Zendesk Premier Partner

Leafworks ist nicht nur Zendesk Premier Partner, sondern auch marktführend darin, Unternehmen im DACH-Raum bei der Einführung, Optimierung und strategischen Weiterentwicklung von Zendesk zu begleiten.

Vom ersten Setup bis zur langfristigen Begleitung verbinden wir umfassende technische Umsetzungsstärke mit echtem Verständnis für Kundenservice-Prozesse und gelebte CX.

What exactly does a Zendesk Premier Partner do?

We can’t speak for others, but with us you can count on the following:

900+ projects

We have implemented and optimised Zendesk for businesses of all sizes – from start-ups with three agents to international organisations with 999+ agents across 30 countries. This wealth of experience is brought to bear on every project.

Strategic Consulting

We like to think beyond the tool and the box, and help you transform your customer service from a cost centre that’s an afterthought into a genuine driver of growth in the long term.

With heart and mind

We listen carefully and work hands-on with you, as equals, to help you achieve your goals – hopefully even sooner than you expected. And we’ll stay by your side for as long as you’d like.

A good partner makes all the difference

Premier Partner is the highest partner status awarded by Zendesk. What this means for you: We have proven,

that we have mastered the platform (and can extend/improve it to meet your needs),
have direct access to Zendesk’s internal resources,
are aware of new features and updates before they are made public, and
can escalate complex cases quickly.

Common Zendesk challenges we encounter

Implementing Zendesk – but how?

The platform is powerful, the possibilities are vast – and that’s precisely what makes getting started so confusing. Many teams don’t know where to begin, which modules they need, or how to integrate Zendesk into their processes. We provide clarity before the first configuration takes place.

Grown instance, growing chaos

Zendesk has been in use for years, but nobody has a clear overview of all the triggers, workflows and automations anymore. Legacy issues are holding the team back, and new requirements are difficult to integrate properly. A structured account review brings order to the system – and highlights areas that can be improved with minimal effort.

AI, but how?

The pressure to use AI is immense. But which Zendesk AI features actually deliver results, which ones are just hype – and where do you start? We’ll help you set realistic expectations and roll out the right features at the right time.

As service grows, so do the costs

The team is growing and enquiries are on the rise, but are efficiency and customer satisfaction failing to keep pace? By approaching customer service strategically, you can break this cycle. We’ll support you every step of the way – from analysis to implementation.

We know both where the typical pitfalls lie and how to avoid them.

We are happy to accompany your initial project (we call this “QuickStart”) and help to do the “right” things right from the start.
If you already have existing Zendesk instances in use, we will help you to optimize your setup to work as efficiently and cost effective as possible. Our team consists of very technically skilled colleagues who have worked in customer service for years.

Robert Cwicinski

Co-Founder Leafworks

Zendesk handled correctly

Leafworks operates on three levels:

Strategic:
We analyse the current state of your customer service, develop a roadmap and advise you on the use of AI and your long-term strategy.
Operational:
We configure, train and optimise – pragmatically, with clear documentation and closely aligned with your processes.
Technical:
We develop custom apps, build integrations into CRM, ERP and e-commerce systems, and automate workflows that actually work.

The result is a customer service setup that fits your organisation – with end-to-end processes, clean data logic and a team that understands and uses the platform.

What to expect

From A for AI ...

What do you really need? From auto-replies and AI agents to Copilot – as a certified partner, we’ll help you assess what really makes sense for your business and then implement it alongside you.

to apps for everyone,

We develop custom apps and solutions for Zendesk as required – for anything that even our own Marketplace apps don’t cover.

modules and products ...

From Quality Assurance, Employee Service Suite and Workforce Management – we’re familiar with the entire Zendesk portfolio and happy to set it up for you.

and beyond.

We integrate your systems with CRM, ERP, e-commerce and BI tools. We also offer automation, middleware solutions and custom development for requirements that go beyond standard solutions.

Our clients

We help hundreds of clients to make lasting improvements to their customer service, including start-ups, SMEs and large corporations.

"With Leafworks' help, we managed to carry out a mammoth project with no negative impact on users or customers. We were able to standardise customer satisfaction across the entire Staffbase group and now offer efficient multi-product support."

Felix Starzer Global Director Customer Care | Staffbase GmbH

The full Staffbase story

"Working with Leafworks was very pleasant and professional. Leafworks understood our needs extremely well and gave us excellent guidance throughout the transformation process."

Omied Sadegie Head of Customer Service | Globetrotter Ausrüstung GmbH

The full Globetrotter story

"The collaboration with Zendesk and Leafworks was marked by the highest level of professionalism and reliability from start to finish. We were able to go live just 2 months after the go-live decision and had virtually no teething problems."

Alexander Bösch Head of Services | Jelmoli AG

The full Jelmoli story

More customers