The Zendesk partner for support teams that outgrow the defaults
We launch Zendesk cleanly for teams new to the platform, rescue instances that have outgrown themselves, and run Zendesk day-to-day as a managed service for support teams from 20 to 100+ agents. Melbourne-based, Australian-owned, Zendesk Premier Partner since 2019.
Zendesk Premier Partner · 12+ years in Zendesk · 150+ implementations · SaaS · Fintech · Retail · Hospitality
One of three engagements, depending on where you are.
We don’t do day-rate consulting. We run three productised Zendesk engagements, each with a named outcome, a fixed scope, and a guarantee, as well as self-serve products for teams just starting out.
Zendesk Implementation
You’re launching Zendesk for the first time, or migrating off Intercom, Freshdesk, or Salesforce Service Cloud. Zendesk Implementation is a 4-6-week fixed-price launch that includes architecture, migration, workflows, reporting, and agent training, ready to take live traffic on day one.
Zendesk Rescue
Your Zendesk has outgrown its setup. Macros, triggers, and routing rules have accumulated for years, and nobody fully owns them. We diagnose, redesign, and rebuild the parts that are costing you hours and CSAT in 30 days. Fixed price, with a 14-day confidence guarantee.
Zendesk Scale
You want Zendesk to get better every month without hiring a dedicated admin. Scale is our managed service: a named consultant, a monthly improvement plan, quarterly reviews, and a hard cap on the hours that land in your team’s calendar. Four sub-tiers from 20-agent teams through to 100+ agent enterprises.
What we specialise in.
We work with growing organisations to design support systems that are efficient, consistent, and scalable.
Customer Experience
Design and optimise customer support operations to reduce ticket volume, improve response times, and increase satisfaction across all channels.
Employee Experience
Structure internal IT and service workflows to reduce friction, improve governance, and ensure employees receive support without delays.
AI Agents & Automation
Deploy Zendesk AI agents that handle repetitive tasks, automate ticket workflows, and extend your team’s capacity without additional headcount.
Zendesk OS – the software layer we built for our own clients.
Zendesk OS is a suite of Zendesk apps and a training library built to fast-track and improve how teams operate on Zendesk. Every Implementation, Rescue, and Scale engagement includes full access. Buy standalone, or get it as a bonus inside any service engagement.
Zendesk Apps
From automated health checks to Agent Live Chat, purpose-built apps to power your Zendesk experience.
Premium Training Library
Training modules made by Zendesk product experts to help your team and admins learn, understand, and get more out of the platform.
Real customers, real results.
Three Zendesk implementations. Three different industries. See what’s possible.
Sleeping Giant
How The Bart Group Converted Support Into Revenue with Gravity CX.
Emu Australia
How Emu Australia optimised critical support workflows across three global markets.
Coming soon
Achieving a 93% SLA achievement for FinTech customer – story coming soon.
Deep expertise across the tools that power modern CX
We don’t just recommend platforms we know them inside out. Our team holds hands-on expertise across a curated set of best-in-class CX and support tools, so we can configure, integrate, and optimise them to fit the way your business actually works.
A partner you can trust
We’re a Melbourne-based team with over 30 years of combined CX and Zendesk experience, deep product expertise, and a track record across industries from financial services to retail. Whether you’re implementing Zendesk for the first time or scaling an existing setup, we bring the hands-on knowledge and local accountability to get it right.
30+ years of expertise
Deep CX and enterprise software expertise built across decades of real-world client delivery.
Certified Zendesk expert
One of a small number of Zendesk Premier Partners in Australia, the highest tier Zendesk award for certified delivery quality and customer outcomes.
Multi-industry insight
From financial services to e-commerce and retail, we’ve implemented solutions across diverse sectors and business models.
Local Australian team
Melbourne-based and ANZ-focused, so you get responsive support in your timezone, no offshore hand-offs.
Boutique partner, enterprise standard
We combine the agility and attention of a boutique team with implementation rigour that scales to enterprise-grade deployments.
End-to-end delivery ownership
From scoping and configuration to training and post-go-live support, we own the outcome, not just the statement of work.
See Our Latest Insights
Ready to Build Support Operations That Scale?
Talk to us about designing a customer or employee experience system that works for your size.
What does a customer experience consulting firm do?
A customer experience consulting firm helps organisations design and optimise customer service operations, support workflows, and service technology platforms.
What is Zendesk consulting?
Zendesk consulting involves implementing, configuring, and optimising Zendesk to improve customer support workflows and automation.
How can automation improve customer support?
Automation reduces manual work, speeds up response times, and allows support teams to focus on complex customer issues.