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Most trouble in a young Zendesk comes from doing too much too early. Five things worth leaving alone in the first weeks.
Do not build twenty ticket fields
Fields feel free and are not. Every one is a question your agents answer on every ticket, and a column in reports nobody reads. Start with what you genuinely cannot work without, and add when a real gap appears.
Do not rewrite the standard triggers
Zendesk ships a set that notifies requesters, assignees and groups sensibly. Read them, understand what each does, and only then add. Most first-week trigger problems are two rules fighting because someone rebuilt what already existed.
Do not open every channel at once
Email, chat, messaging, phone and social all at once means five queues nobody is staffed for and five sets of customer expectations you cannot meet. Get one channel right, then add the next.
Do not automate closing yet
An automation that solves tickets after a few days of silence is sensible once you know your rhythm. Built in week one it closes conversations that were merely waiting for someone on holiday.
Do not give everyone admin
It feels helpful and it is how configurations drift. Two or three admins is enough for most organisations. Everyone else can be an agent, and anything they need doing can be asked for.
The pattern behind all five. Every one is a decision made on assumption rather than observation. A month of real tickets tells you more than a week of planning, and almost none of these are urgent.
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