Zendesk Help Centre & AI Agent Setup

VenoScorp is a UK-based gaming computer manufacturer and retailer (veno-scorp.co.uk), an Asus partner, selling direct to customers across the UK. We use Zendesk for customer support and want to turn years of ticket history into a proper self-serve help centre, then layer an AI agent on top to cut down repetitive tickets for both customers and staff.

The problem
We have thousands of historic Zendesk tickets and no real knowledge base. Every recurring question (order status, warranty, RMA/returns, build specs, shipping, troubleshooting) currently gets answered from scratch by an agent instead of being deflected by self-serve content or a bot. We want that fixed.

Scope of work

Phase 1 — Ticket audit & Help Centre build

Review our Zendesk ticket history (thousands of tickets) and identify the most common customer and internal questions, complaints, and issues.
Group these into clear categories (e.g. orders & shipping, warranty & RMA, technical support/troubleshooting, product & build specs, payments & returns, account issues).
Write and structure a proper Zendesk Guide help centre from scratch: sections, categories, and articles in clear, UK-English, customer-friendly language.
Cover both customer-facing content and, if useful, an internal-only section for staff (macros/process docs, common resolutions).
Recommend whether any content should also live outside Zendesk (e.g. an FAQ page on veno-scorp.co.uk) and set that up if agreed.

Phase 2 — Zendesk AI Agent

Configure a Zendesk AI Agent (using Zendesk's native AI Agents / Answer Bot tools, or an approved alternative) that:
Answers common customer questions automatically using the new help centre content.
Helps internal staff quickly find answers/processes for handling tickets.
Escalates/hands off to a human agent when it can't resolve something.
Set up the triggers, intents, and article linking needed to make this actually deflect tickets, not just sit unused.
Provide brief training/handover so our team can maintain and update it going forward.
Deliverables
A live, organised Zendesk Help Centre covering the top recurring ticket categories.
A configured, working Zendesk AI Agent connected to that content.
A short written summary of the ticket themes found and what was prioritised.
Basic handover notes/documentation so we can update content ourselves after handover.
Requirements
Proven experience with Zendesk admin, Zendesk Guide (help centre), and Zendesk AI Agents/Answer Bot — please share examples or a portfolio.
Strong written English; comfortable turning messy support tickets into clear help articles.
Able to work independently, review large volumes of tickets efficiently, and prioritise the highest-impact content first rather than trying to cover everything.
Bonus: experience in e-commerce, electronics/PC hardware, or gaming retail support.
What to include in your proposal
Relevant Zendesk help centre and/or AI agent projects you've delivered (links/screenshots welcome).
Your proposed approach for triaging thousands of tickets quickly (tools, process, or scripts you'd use).
A realistic timeline against the two phases above, and your fixed price for the full scope.
Access

We'll grant Zendesk admin/agent access to the successful freelancer for the duration of the project. NDA available on request given this involves customer data.