Hi all, Phil here. Finally got round to setting up a proper profile after lurking in this community for years.
Quick bit about me: I've been working in and around Zendesk for about a decade, mostly on the admin and config side. Triggers, automations, macros, Guide, the APIs, the works. A lot of my time gets spent on instances that have grown organically over years and need someone to come in and figure out what's actually doing what before anything else can happen. If you've ever inherited a Zendesk with 400 triggers and no documentation, you know the vibe.
The thing that pulled me in originally was how much of the platform you can shape without writing much code, and how much of it you absolutely have to write code for once you push past the basics. That tension is what keeps it interesting.
A while back I got tired enough of the change management gap, no proper sandbox on most plans, no easy way to diff config, no way to see what depends on what, that I built a tool to scratch that itch. It's called Configly and it's now a thing I run alongside the day job. Not here to pitch it, just being upfront about what I do so nobody feels misled if it comes up.
Mostly I'm here to talk shop. Happy to help where I can on admin and integration questions, and looking forward to learning from the rest of you. The collective knowledge in these forums has saved me more times than I can count.