Changing systemsZendesk
Moving from Zendesk
Move patient follow-up and booking replies to a platform and team built for clinics. Coherent works from your PMS diary, contacts patients who cancel, lapse or never booked, answers the replies and puts approved bookings back in your PMS. Keep Zendesk for general support and your help centre if they work for you.
30 minutes. Bring your Zendesk setup, not patient details.
After the switch
What does Zendesk do for your clinic today?
Why clinics switch
Zendesk is a strong customer service platform. Patient follow-up is a different job: it runs on your diary, the replies and your clinic's own booking rules.
Zendesk organises work as tickets to open, assign and close. Coherent starts from each patient in your PMS: who cancelled, who's due back, who enquired and never booked.
A help desk waits for someone to get in touch. Coherent reads your PMS appointment history and contacts the patients who need a next step, before they drift.
Patients reply by WhatsApp, text or email. A coordinator answers each one to your clinic's booking rules, and anything clinical goes to your team.
Approved bookings go into your diary, and reporting shows what each programme booked, not how many tickets were solved.
Zendesk is priced per agent, and someone still has to answer every ticket. Coherent is one monthly price that covers the platform and the coordinators who do the work.
Experienced patient coordinators, with software that puts each patient's history in front of them. It feels like part of your team, without the hiring.
Drawn from our sales calls with clinics that run patient follow-up in general-purpose tools. Your setup may differ, and we map it with you first.
The switch plan
Nothing is switched off until its replacement runs. Each Zendesk trigger that sends follow-up pauses on the day its Coherent programme starts, so no patient hears from both.
We go through your ticket forms, triggers and views, and agree what moves, what stays and what retires.
Zendesk audit
Your team grants access and we handle the setup, in whichever way your PMS supports. This is where Coherent finds your patients.
The first programme goes live, then booking queries move one channel at a time. Each Zendesk trigger pauses the day its replacement starts, and a coordinator approves every reply.
Launch day
Once a programme or channel runs well, you switch off the trigger it replaced. Support and your help centre stay in Zendesk if you keep them.
Checklist
Your Zendesk data
Already on Zendesk? That's a good start. Your help centre, macros and ticket history stay where they are, and Coherent takes over patient follow-up.
General questions, your help centre and other support tickets can stay in Zendesk. Coherent takes over booking replies and patient follow-up.
Any opt-outs you keep in Zendesk are checked against your PMS contact settings before the first message goes out.
Each programme finds its patients in your PMS appointment history. Your Zendesk tickets and history stay in your account.
Where each one is stronger, and how clinics run both.
Fit and limits
Coherent takes over patient follow-up and booking replies. It doesn't replace everything Zendesk can do, so keep it for the work Coherent isn't built for.
Questions
Answers reviewed with our product team before publishing. Last updated 13 November 2026.
Ask us your own questionZendesk is built to answer people who get in touch. Patient follow-up starts the other way, from your diary: who cancelled, who's due back, who never booked. Coherent does that work for you, timed from your PMS, with coordinators replying to your clinic's rules.
Yes. Keep it for support tickets and your help centre while Coherent runs patient follow-up and booking replies. We agree which messages each one handles, so no patient hears from both.
No. Coherent runs on its own platform, works from your PMS and shows you every conversation. Zendesk keeps whatever you decide to leave in it.
Zendesk is retiring Sell, its sales CRM, on 31 August 2027. If Sell holds your enquiries and follow-up, that's a natural moment to move them to Coherent, which works from your PMS instead.
In whichever way your PMS supports. Your team grants access and we handle the setup. See the systems we work with on our PMS page.
One monthly price per programme, set by your appointment volume. It covers the platform and the coordinators, so there's no extra hire. We quote after the demo.
Zendesk switch call
A walkthrough of what Zendesk does for your clinic today, what Coherent would run for you, and what stays where it is.
What does Zendesk do for you today?
Changing systemsZendesk
Moving from Zendesk
Move patient follow-up and booking replies to a platform and team built for clinics. Coherent works from your PMS diary, contacts patients who cancel, lapse or never booked, answers the replies and puts approved bookings back in your PMS. Keep Zendesk for general support and your help centre if they work for you.
30 minutes. Bring your Zendesk setup, not patient details.
After the switch
What does Zendesk do for your clinic today?
Why clinics switch
Zendesk is a strong customer service platform. Patient follow-up is a different job: it runs on your diary, the replies and your clinic's own booking rules.
Zendesk organises work as tickets to open, assign and close. Coherent starts from each patient in your PMS: who cancelled, who's due back, who enquired and never booked.
A help desk waits for someone to get in touch. Coherent reads your PMS appointment history and contacts the patients who need a next step, before they drift.
Patients reply by WhatsApp, text or email. A coordinator answers each one to your clinic's booking rules, and anything clinical goes to your team.
Approved bookings go into your diary, and reporting shows what each programme booked, not how many tickets were solved.
Zendesk is priced per agent, and someone still has to answer every ticket. Coherent is one monthly price that covers the platform and the coordinators who do the work.
Experienced patient coordinators, with software that puts each patient's history in front of them. It feels like part of your team, without the hiring.
Drawn from our sales calls with clinics that run patient follow-up in general-purpose tools. Your setup may differ, and we map it with you first.
The switch plan
Nothing is switched off until its replacement runs. Each Zendesk trigger that sends follow-up pauses on the day its Coherent programme starts, so no patient hears from both.
We go through your ticket forms, triggers and views, and agree what moves, what stays and what retires.
Zendesk audit
Your team grants access and we handle the setup, in whichever way your PMS supports. This is where Coherent finds your patients.
The first programme goes live, then booking queries move one channel at a time. Each Zendesk trigger pauses the day its replacement starts, and a coordinator approves every reply.
Launch day
Once a programme or channel runs well, you switch off the trigger it replaced. Support and your help centre stay in Zendesk if you keep them.
Checklist
Your Zendesk data
Already on Zendesk? That's a good start. Your help centre, macros and ticket history stay where they are, and Coherent takes over patient follow-up.
General questions, your help centre and other support tickets can stay in Zendesk. Coherent takes over booking replies and patient follow-up.
Any opt-outs you keep in Zendesk are checked against your PMS contact settings before the first message goes out.
Each programme finds its patients in your PMS appointment history. Your Zendesk tickets and history stay in your account.
Where each one is stronger, and how clinics run both.
Fit and limits
Coherent takes over patient follow-up and booking replies. It doesn't replace everything Zendesk can do, so keep it for the work Coherent isn't built for.
Questions
Answers reviewed with our product team before publishing. Last updated 13 November 2026.
Ask us your own questionZendesk is built to answer people who get in touch. Patient follow-up starts the other way, from your diary: who cancelled, who's due back, who never booked. Coherent does that work for you, timed from your PMS, with coordinators replying to your clinic's rules.
Yes. Keep it for support tickets and your help centre while Coherent runs patient follow-up and booking replies. We agree which messages each one handles, so no patient hears from both.
No. Coherent runs on its own platform, works from your PMS and shows you every conversation. Zendesk keeps whatever you decide to leave in it.
Zendesk is retiring Sell, its sales CRM, on 31 August 2027. If Sell holds your enquiries and follow-up, that's a natural moment to move them to Coherent, which works from your PMS instead.
In whichever way your PMS supports. Your team grants access and we handle the setup. See the systems we work with on our PMS page.
One monthly price per programme, set by your appointment volume. It covers the platform and the coordinators, so there's no extra hire. We quote after the demo.
Zendesk switch call
A walkthrough of what Zendesk does for your clinic today, what Coherent would run for you, and what stays where it is.
What does Zendesk do for you today?