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Support systems review checklist.
Use this checklist before implementation, cleanup, or a major workflow redesign. It helps teams inspect the current state across routing, automation, integrations, knowledge, and governance without missing the structural issues.
Section overview
Published
14 Apr 2026
Published as a practical framework for teams to use before or during delivery work.
Reviewed by
CRM Scene architecture practice
Reviewed against live delivery constraints, risk controls, and the operating reality of support teams.
Best for
Teams preparing for an Architecture Review
Use this playbook to make responsibilities, release logic, and handoffs visible before the workflow gets messy.
Review checklistWhat to inspect in the current state.
This checklist is most useful when different teams each understand one part of the system but no one owns the full support operating model yet.
- Queues, channels, forms, and routing logic
- Ownership boundaries for teams, roles, and escalations
- Triggers, automations, macros, and exception handling
- Permissions, admin structure, and change history
- Integration dependencies and failure handling
- Knowledge quality, help center structure, and search behavior
- Reporting, QA, release gates, and incident readiness
How to use itA checklist is useful only when it drives a real next step.
Run the checklist with the people who actually own the daily workflow, not only stakeholders looking at dashboards. Support leaders, admins, operations owners, and integration or engineering partners each see different kinds of risk.
The goal is not to mark everything green. The goal is to identify where the current system is structurally unclear, high-friction, or too dependent on admin memory.
Related pagesPages that pair well with this playbook.
BG
Blog
Zendesk implementation checklist article
Read the longer article on how these review points shape cleaner implementation work.
Open article →$
Commercial
Pricing guide
See how better scope clarity improves quoting for implementation, cleanup, or optimization work.
Open pricing guide →