Completed engagement · July 2026

Four brands, one support operation.

Newtraceuticals, Go Newtra, Ergomax and Paleo Powders shared a Zendesk environment. I helped make the brand, status and next owner visible without splitting the team into four separate operations.

Go NewtraErgomaxPaleo Powders

01 / Starting point

A shared account needed a clear way to handle four brands.

The baseline backup showed 13 mostly standard views and no consistent portfolio queue pattern. Requests could enter the same account under different brands, while agents still needed a dependable way to find the right work and use the right customer voice.

02 / Design decision

Keep shared work visible, then make exceptions explicit.

I used shared status queues for the team-wide picture, dedicated sections for Go Newtra, Ergomax and Paleo Powders, and unbranded queues for tickets that needed brand correction before a reply. Status conveyed who owned the next action. Confirmed automated noise was isolated without sweeping legitimate finance, security or cancellation notices into the same rule.

The queue model

Four incoming brandsShared status queuesClear next owner
Brand-specific workUnbranded exceptions

03 / What was delivered

Configuration, customer-facing help and team guidance moved together.

Queue structureThe July read-back found 31 active views arranged by shared status, brand and exception handling.
Controlled noise handlingA dedicated isolation view and trigger kept confirmed repeat noise apart from normal work; other active views excluded the isolation tag.
Published Help CentersGo Newtra and Paleo Powders theme fixes were published and verified. Customer-facing labels had a working English fallback.
Prepared next stepsAn Ergomax theme package and 12 FAQ drafts were delivered for client review; the July report did not present them as published.

04 / Observed result

The team had a clearer operating surface.

Agents could work by brand and status, see where unbranded requests needed correction, and use published Help Centers with verified copy. The configuration was backed up and accompanied by a quick-start guide. This is a documented change in capability; no percentage improvement in speed or volume is claimed.

In the client's words

“He helped us set up our Zendesk environment and handled the entire process professionally, efficiently, and with great attention to detail.”
Founder, Newtraceuticals · Fiverr review by ergon80
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Evidence boundary

Based on the CRM Scene client delivery report dated 18 July 2026, original configuration backups, and published theme verification records. Counts are historical snapshots. No customer tickets, account credentials or private configuration are shown here.

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