Internal team structure when optimising zendesk

Thanks Dan :-)

Hey there! Many ways you can do this, though I am a big fan of dedicated Support Operations teams. IMO the most impactful method you can do this is have administration only be provided to people in that role, if every support manager gets admin, you get too many cooks in the kitchen and it's harder to build a cohesive Zendesk. 

Depending on your team size, you might only need 1 admin. I managed ~150 agent instance solo, but as we grew past that, so did the team!