Akhil is an Associate Consultant at L5, working on Zendesk implementation. Akhil's work covers HR shared services help desks in Zendesk, with keyword routing and role-based ticket access, and ClickUp workflows for event and vendor management. Akhil also creates L5's Zendesk walkthroughs.
A help desk needs answers customers can read and procedures only agents should see. How an internal article in Zendesk appears in the knowledge panel on a ticket, and the one setting that makes an article internal.
3 min/Oct 2026 Watch
When every HR request arrives at one shared address, someone has to read and assign each one, and the whole team can see every ticket. How one Zendesk trigger routes payroll emails by keyword to the team that handles them, with everything else going to a default group.
3 min/Oct 2026 Watch
