The year-end rush is finally behind us — escalating tickets, year-end reporting, and that last-minute request to reconfigure SLAs that couldn’t possibly wait. Now, as we step into 2025, it’s the perfect moment to start fresh. 

Whether it’s conquering cluttered macros, streamlining workflows, or staying proactive with whatever new AI features Zendesk releases, 2025 is the year of the strategic and empowered Zendesk admin. Here’s a suggestion for some additions to your 2025 resolutions as aZendesk admin.

1. Use AI wisely to save time (but stay human-first)

AI is becoming a bigger part of customer support (and of Zendesk itself), but it’s only as effective as the human touch behind it. In 2025, I’ll focus on using AI tools like bots and automated responses to save agents time and provide faster resolutions for customers. But I’ll always keep a human-first approach, ensuring escalations and sensitive interactions receive the empathy they deserve. The balance between efficiency and care is key.

2. Tidy up my instance

I’ll stop delaying clean-ups until “the next slow period” that never comes. Outdated triggers, redundant views, and cluttered macros? Gone. Unused fields and inactive SLAs? History. My Zendesk instance is the backbone of customer experience. It deserves to be lean, efficient, and scalable. If it doesn’t drive clarity or results, it’s out.

3. Say no (tactfully)

Not every stakeholder idea needs to live in Zendesk. This year, I’ll focus on aligning requests with core business objectives. Saying “no” to unnecessary changes will allow me to prioritize impactful, scalable solutions instead of a patchwork of one-off configurations.

4. Automate with precision

No more duct-taped automations that create more problems than they solve. This year, I’ll ensure every trigger, automation, and workflow is thoughtfully designed and optimized for efficiency. Zendesk should run like a well-oiled machine, not a makeshift contraption.

5. Give my sandbox the love it deserves

Testing in production? Not in 2025. I will find ways to avail myself to always use an-aligned-with-production sandbox for testing. I’ll embrace my sandbox for experiments, ensuring all changes are rigorously tested before they go live. Clean deployments and minimal disruptions will be my standard.

6. Focus on the agent experience

Happy agents make happy customers. This year, I’ll optimize agent workflows by refining macros, creating clear help text, and decluttering views. My goal: a seamless experience that empowers agents to work efficiently and intuitively.

Salto can help with setting you up for a successful and stress-free year in your role as a Zendesk admin. Book a 1:1 session or try it yourself for free to see how you can remove tech debt in your instance, utilize your sandbox effectively and always know what’s happening in your configuration.