One connected
support operation.
Built end to end.
Project period
CRM Scene delivered a complete Zendesk implementation for Thmanyah: a clean, branded Help Center, integrated email, chat widgets and X support, connected workflows, team training and ongoing development. Built around the 2025 broadcasting launch, the project gave the team a working support environment and an architecture designed for future products and departments.
Branded Help Center, email, chat widgets and X support.
Implementation, integration and team training.
Extensible architecture and knowledge the team can carry forward.
- Industry
- Media & sports broadcasting
- Market
- Saudi Arabia
- Core platform
- Zendesk
- Engagement
- Implementation, enablement & development
New broadcast rights.
A new support mandate.
broadcasting chapter began.
A new broadcasting service needed a support operation to match.
In June 2025, Thmanyah was awarded exclusive MENA broadcast rights for the Roshn Saudi League, King’s Cup, Saudi Super Cup and Yelo First Division League, covering the 2025–26 to 2030–31 seasons.1 In August, it announced its app and satellite channels.2
Thmanyah was establishing a dedicated support platform and building a new customer-support team. It needed a branded route to help, a structured way to manage requests and guidance for the people using the system.
CRM Scene was selected to bring these elements together. Working alongside Thmanyah and Zendesk, we built the platform and customer-facing channels, trained the team and guided the environment’s continued development.
More than a platform.
A team equipped to use it.
Led by founder Ahmad Reda, CRM Scene combined hands-on implementation with team training and operational guidance. The engagement connected the immediate launch requirements with the knowledge and architecture needed for the next stage.
Build a connected platform.
Build the branded Help Center, integrate email, chat widgets and X support, and configure Zendesk around the team’s workflows.
Equip the support team.
Provide hands-on onboarding and recurring training and operational sessions, connecting platform features with the team’s daily work.
Guide ongoing development.
Turn new requirements into workflow improvements, knowledge resources, reporting and targeted development without losing the structure of the platform.
Platform expertise, with operational continuity.A system the client’s team can understand, maintain and extend.
Ask Thmanyah.
A connected support experience.
A branded Help Center. Email, chat and X support. One connected team workspace.
CRM Scene designed and built the branded, bilingual Zendesk Help Center at ask.thmanyah.com and set up and integrated the dedicated @Askthmanyah support channel on X (Twitter). Together, they gave customers recognizable routes to answers and assistance.
We integrated email support and chat widgets with Zendesk, giving the team a shared workspace for customer requests. Ticket workflows, practical training and internal knowledge helped the team manage the connected channels.
One support experience.
Connected ways to get help.
A shared workspace for the team handling requests from the connected support channels.
Implementation + enablement
Platform training and practical guidance from CRM Scene.
- Customer experience
- Branded self-service
- Connected channels
- Help Center · Email · Chat · X
- Team enablement
- Training & workflow guidance
The platform was developed to accommodate new products, departments and service journeys—not just the initial launch requirements.
Project period
Build for launch.
Develop for growth.
Prepare for continuity.
From July 2025 to July 2026, platform delivery, team enablement and continued improvement formed one connected engagement. The approach also made room for expansion and knowledge transfer beyond the original build.
Build.
We built the clean, branded Ask Thmanyah Help Center, integrated email support and chat widgets, connected the X support channel and configured Zendesk’s ticket structures and workflows. The customer-facing experience and the team’s working environment were delivered as parts of the same project.
Train.
Hands-on training and recurring operational sessions helped the new team understand Zendesk and its workflows. Questions and feedback stayed connected to the implementation, so guidance reflected the environment the team was actually using.
Develop.
We continued developing customer knowledge, internal resources, macro references, reporting and quality analysis. Later work included custom satisfaction tools and agent-support prototypes, with Arabic and English requirements carried through the experience.
Scale.
Clean, reusable architecture gave Thmanyah a basis for adding different service journeys and team workflows. The platform was designed to accommodate expansion without treating every new use case as a separate implementation.
Hand over.
Training, internal resources and configuration guidance supported continuity beyond the original build. Our clean-handover approach brings the system and its working knowledge together, so the client’s team has a clearer basis for maintaining and developing the environment.
Give the team
more than a login.
A new support team needs to understand both the platform and the way it will be used. CRM Scene paired implementation with practical guidance while Thmanyah’s service and support requirements were taking shape.
Training in context
Hands-on sessions connected Zendesk’s capabilities with Thmanyah’s support workflows.
Ongoing operational guidance
Recurring sessions created a regular place to work through questions, feedback and new requirements.
Knowledge the team could reuse
Internal resources and response guidance extended that learning beyond individual training sessions.
A branded experience.
A connected operation.
The design connected three perspectives: customers looking for help, the team managing requests and the people developing the operation.
Connected support.
Customer experience, team knowledge and operational development.
Support that felt
like part of Thmanyah.
The original Ask Thmanyah Help Center reflected Thmanyah’s identity, with Arabic and English layouts, navigation and clear routes into support. The connected X channel brought social support into the Zendesk environment.
Knowledge alongside
the daily work.
Platform training was complemented by internal knowledge resources, macro references and a CX hub. Customer-facing answers and internal operating guidance were developed for their different purposes.
A clearer basis
for improvement.
Reporting, quality analysis and custom feedback development added ways to examine service needs and prioritize further work. Automation planning focused on specific use cases and the handoffs needed around them.
From the launch
to the next improvement.
After the initial setup, CRM Scene continued developing the support experience and exploring new capabilities through focused design and prototyping.
Branded customer feedback
Custom customer-satisfaction (CSAT) development connected branded emails and ratings with Zendesk feedback capture, in Arabic and English.
Better context for agents
Agent tools and social-triage prototypes explored how to bring useful context into the workspace and distinguish support needs from general conversation.
A practical route to AI
Knowledge, procedures and integration requirements were mapped to specific use cases, separating customer answers from actions that need system access and human handoffs.
The design work also extended to Radio Thmanyah. A separate Help Center design explored how the support approach could serve another part of the brand.
More products.
More departments.
One extensible foundation.
Growth was about more than handling more tickets. Thmanyah also needed the capability to support additional products, departments and service journeys.
CRM Scene developed a clean, extensible architecture around reusable structure, adaptable workflows and maintainable configuration. The aim was to make new requirements part of a coherent platform, rather than a series of isolated setups.
An architecture to build on.
Not a new starting point for every service.
Help Center · Email · Chat · X · Team enablement
Structured workflows, knowledge and reporting.
Room for the next service requirement.
products
departments
journeys
A common starting point.
Carry useful structure forward as support extends beyond the original launch.
Room for different needs.
Accommodate product and team differences without losing the overall logic of the platform.
Growth the team can manage.
Keep the environment understandable as requirements and responsibilities evolve.
Clean handovers.
Knowledge that stays.
A clean handover is about more than transferring access. It means carrying the platform’s structure and practical knowledge forward, so the client’s team can keep managing and developing it.
A working platform.
The knowledge
to take it forward.
For Thmanyah, hands-on training, internal resources and platform guidance supported this approach. These are the building blocks of the clean handovers CRM Scene designs for:
A clear view of the platform.
How the channels, workflows and configuration fit together, and why the environment is structured that way.
Practical operating knowledge.
Reusable guidance and internal resources to support day-to-day work and future team onboarding.
A basis for continued development.
Clarity on responsibilities, dependencies and the next requirements to address.
From a launch requirement
to a support capability.
CRM Scene helped establish the platform, customer access and team knowledge together—with an architecture designed to support the next stage of growth.
The Thmanyah Zendesk project: branded Help Center, email integration, chat widgets, X support, workflows, team training and continued development.
Built to launch.
Structured to grow.
Clear to hand over.
CRM Scene brought a full Zendesk implementation, a branded Help Center, email and chat integration, X support, operational workflows and team enablement into one project. Ask Thmanyah became the customer-facing entry point to a support operation designed for launch, growth and continuity.
Launching a service?
Expanding your support?
Bring platform implementation, team training, scalable architecture and clean handovers together. Start with the operation you need now—and a foundation for what comes next.