The ITSM Pain Points Holding Teams Back
The five ITSM pain points IT teams raised most in our calls, what each costs the service desk, why AI does not fix them,...
9 min read/Oct 2026 Read
Divyansh Agrawal
Team
ConsultantL5.ai
Divyansh is a Consultant at L5, supporting Zendesk and ClickUp implementation for customers. His work covers approval workflows and Explore reporting. He also creates L5's Zendesk walkthroughs.
Articles
Divyansh on the Blog
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Legacy Systems Are Holding Back Your AI Strategy
Legacy systems cap service desk AI at copilot. See the three foundations AI needs, where legacy weakens each one, and a ...
11 min read/Oct 2026 Read
Videos & Webinars
Featuring Divyansh
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Zendesk Explore Reports Explained
A report in Zendesk Explore answers one question about your ticket data, and a dashboard puts several together. How to start a report, how Quick report builds one from a plain-language question, and how the report builder shapes the result.
2 min/Oct 2026 Watch -
Zendesk Macros Explained
A macro is a saved reply plus the ticket changes that go with it. What sits inside a macro, how to build one, and what an agent sees when they apply it.
2 min/Sep 2026 Watch -
Zendesk Ticket Forms Explained
A ticket form is the curated set of fields a request arrives with. How forms are built in Zendesk, and the five problems the right form solves.
3 min/Sep 2026 Watch -
Zendesk Views Explained
A view in Zendesk is a saved, self-updating list of tickets that match a condition. The five default views, and where admins create and manage them.
3 min/Aug 2026 Watch
