Know where AI pays off
Zendesk Health Check
A senior consultant finds where AI will resolve your tickets, and what to fix first.
- A$999 expert review
- Roadmap in 7 days
AI customer service · Zendesk Premier Partner
Your customers ask the same questions all day. Let AI answer them, properly.
We find where AI will resolve your customers’ questions, launch it, and keep it improving every month. A fixed price for our work, and on Zendesk’s outcome-based plans, you pay for tickets solved.
400K+AI resolutions5.0 on the Zendesk MarketplaceSound familiar?
The problems we hear on every first call.
“The same five questions make up half the queue.”
“We tried an AI chatbot. It deflects, it doesn’t resolve.”
“Customer, order and account data live in systems the team can’t see at once.”
“We’re paying for tools and AI the team never switched on.”
“Every busy period means hiring, and new hires take weeks to get fast.”
Want to see real proof?
See what our customers say.
AI can take most of this. Set up properly, it resolves the routine work and hands the rest to a person.
Our framework
We start where you are.
Four stages of CX maturity, from the shared inbox to AI resolving on its own.
01
Reactive
- A shared inbox, and nobody owns each request
AI opportunityLittle AI yet.
02
Connected
- One platform, every channel in one queue
AI opportunityAI helps agents and answers the basics.
03
Integrated
- Customer and business data in front of every agent
AI opportunityAI reads your systems to handle bigger questions.
- Destination
04
Autonomous
- AI resolving, people on what needs judgement
AI opportunityAI resolves end to end, tuned every month.
Most teams we meet are at stage 2. The jump to 4 is where AI pays off.
Three engagements
Know where AI pays off, launch it, keep improving it.
We don’t do day-rate consulting. Each engagement has a named outcome, a fixed scope and a fixed price.
Launch it
Implementation or Rescue
Launch Zendesk with AI from day one, or rebuild a messy Zendesk so AI has something solid to work from.
- Fixed price
- Implementation live in 4 to 6 weeks
Keep improving it
Managed Zendesk by Gravity CX
A named consultant tunes your AI every month, and reports your AI resolution rate every month.
- Monthly subscription
- Named consultant
How we deliver
Measure, connect, launch, improve.
Measure
We read your ticket history and find what AI can resolve.
Connect
Your customer, order and account data, so AI answers with facts.
Launch
AI and your team on the same queue, people on the cases that need judgement.
Improve
More resolved every month, measured on resolution, not deflection.
The stack
Built on Zendesk. Works with the AI you already use.
Your team can work from ChatGPT, Claude or Copilot, and your customers get answers from the same data.
Proof
AI that resolves, in our customers’ numbers.
400K+AI resolutions
150+Zendesk implementations
PremierZendesk Partner, one of a few in ANZ
12+years in Zendesk
~30%of tickets resolved by AIHow Jo Mercer Turned Chat Into a Branded, Always-On Service Channel“We train our store teams never to sound generic, and we wanted our chat to meet the same standard.”Jane BassettCustomer Experience Manager · Jo MercerRead the story
~2,000AI conversations handled per monthThe Bart Group Converted Support Into Revenue with Gravity CX“The AI agent did not just take tickets off our plate, it gave our people a new career path.”Jamie HoweHead of Customer Operations · The Bart GroupRead the story
~6 hoursof agent time back every weekHow AI Is Transforming REIQ’s Members Resolution Process“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”Kat BeavonCOO · REIQRead the storyOur customers
Trusted by 150+ support teams to put AI to work
From the Sydney Opera House to Ezypay, teams across ANZ rely on us to launch, rescue and run Zendesk, with AI in every engagement.
“Before Gravity CX we were largely going through the motions. We have since rebuilt our foundations and significantly improved our Zendesk platform. Our workflows are structured and efficient, and we have a clear roadmap for what to tackle next.”
Chris JamesHead of Customer Operations · Ezypay“The AI agent did not just take tickets off our plate, it gave our people a new career path. Three of our support team moved into sales because the AI was handling the volume, and our customers get answers the moment they ask.”
Jamie HoweHead of Customer Operations · The Bart Group“Gravity CX made our migration and setup seamless. Their team was professional, knowledgeable, and went above and beyond to ensure everything was perfectly tailored to our needs.”
Caroline LeeAdministration Officer · Australian Learning Group“In just two weeks they had us fully operational. Despite our unusual use of Zendesk they adapted seamlessly and helped us develop solutions that worked, delivering outstanding value in a short period.”
Stacey YoungOperations Manager · NGS Structural Engineering“We knew something was not right with our setup but could not pinpoint where. Gravity CX diagnosed and fixed everything quickly, including problems we did not know about. The monitoring view they set up means we will catch anything like this much earlier next time.”
Alex StepinsCustomer Experience · EMU Australia“Outstanding support setting up our Zendesk reporting, delivering a solution that exceeded our expectations. Chad went above and beyond to tailor the structure to our needs, with clear communication at every stage.”
Dorota BacalSustainability & Innovation Lead ANZ · Arkance“Gravity CX was instrumental in our transition to Zendesk, implementing across multiple departments. We have streamlined our operations and improved our customer experience.”
Sophie CarpenterHead of Customer Care · Mycar“Their expertise and hands-on approach ensured a smooth onboarding for our team. The support and training were outstanding, and they were always responsive and professional.”
Sean EdwardsMember Service Manager · My Weight Loss Clinic“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”
Kat BeavonCOO · REIQ“We train our store teams never to sound generic, and we wanted our chat to meet the same standard. Gravity CX helped us build a messaging experience that genuinely sounds like Jo Mercer. It now handles around 30% of our enquiries, so our team can spend their time on the customers who need us most.”
Jane BassettCustomer Experience Manager · Jo Mercer1 / 11
Industries
The industries we know best.
Retail and e-commerce
One customer online and in store, with Shopify and the POS in the ticket.
Financial services
Audit-ready support without slowing agents down.
Technology and SaaS
Engineering only sees real bugs; support handles the rest.
Zendesk OS
The tools behind our work.
Our Zendesk apps, live on the Zendesk Marketplace, and a training library built by Zendesk product experts.
- Automated health checks and Agent Ticket Chat
- Bulk export, bulk edit and CSAT insight
- Every app included with Managed Zendesk
Zendesk OS apps
8 apps · live on the Zendesk Marketplace
Automated Healthcheck
Bulk Export
CSAT Response Suite
zensync
Bulk Edit Users & Organizations
Agent Ticket Chat
SevenRooms Reservations
Xero Integration
Who you’ll work with
A Melbourne team, not a ticket queue
Ex-Zendesk experts with deep insight into the Australian market. Every engagement has a named consultant.
Chad SusaFounder, Head of Service, ex Zendesk
Hugo RichardHead of Growth, ex Zendesk
Common questions
Before you talk to us
- What does a Zendesk Premier Partner do?
A Zendesk partner launches Zendesk, fixes instances that have grown messy, runs Zendesk day to day, and can sell your licences at Zendesk’s own price. Gravity CX is a Zendesk Premier Partner, one of a few in ANZ.
- Do we need Zendesk?
Yes. It’s the stack we know best, built 150+ times, and we connect it to the AI you already use: OpenAI, Anthropic and Microsoft Copilot.
- Where do we start?
On Zendesk already? The A$999 expert review shows where AI pays off and what to fix first. Implementation if you’re new to Zendesk. Rescue if yours has grown messy. Managed Zendesk to keep your AI improving every month. Not sure? Book a call and we’ll tell you.
- How long does a Zendesk implementation take?
Most teams are live in 4 to 6 weeks, at a fixed price agreed before we start.
- How do we pay?
In two parts. Zendesk: per agent on Suite plans, or for tickets solved from a pre-paid budget on its outcome-based plans, at Zendesk’s price through us. Gravity CX: a fixed price for each engagement, or a monthly subscription for Managed Zendesk, agreed before we start. See Zendesk pricing for both models.
- Do you work outside Australia?
Yes. We’re a Melbourne team working across Australia, New Zealand and APAC, in your time zone, and Zendesk bills the same USD price wherever you are.
Ready to see where AI pays off?
Book an AI readiness call. We’ll look at your queue and tell you what AI can resolve, and what to fix first.
“We knew something was not right with our setup but could not pinpoint where. Gravity CX diagnosed and fixed everything quickly, including problems we did not know about. The monitoring view they set up means we will catch anything like this much earlier next time.”
Alex StepinsCustomer Experience · EMU Australia
