Zendesk partner · AI & automation
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.
Supporting the world’s best support teams.
From next-gen startups to established enterprise.
How we work
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 fixed price.
Implementation
Zendesk Implementation
You’re launching Zendesk for the first time, or migrating off Intercom, Freshdesk, or Salesforce Service Cloud.
Optimisation
Zendesk Rescue
Your Zendesk has outgrown its setup. Macros, triggers and routing have accumulated for years, and nobody fully owns them.
Managed service
Zendesk Scale
You want Zendesk to get better every month without hiring a dedicated admin. A named consultant, fortnightly reporting.
What we do
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.
Voice AI
Extend AI to the phone channel: resolve routine calls end to end, and hand the rest to a human with the full context already attached.
Employee Experience
Structure internal IT and service workflows to reduce friction, improve governance, and ensure employees receive support without delays.
AI Resolution Agent
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.
- Automated health checks and Agent Live Chat
- Bulk user editing and admin tooling
- A premium training library built by Zendesk product experts
Customer stories
Real customers, real results.
Three Zendesk implementations. Three different industries. See what’s possible.
30+
Years of combined CX and Zendesk experience
150+
Zendesk implementations delivered
Premier
One of a small number of Zendesk Premier Partners across Australia, NZ and APAC
ANZ
Melbourne-based team, working hours that overlap all of APAC, no handoffs
Deep expertise across the tools that power modern CX
Customer stories
Trusted by support teams across ANZ
Nine of the teams we have delivered for, in their own words.
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 GroupGravity 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 GroupBefore 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 · EzypayIn 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 EngineeringWe 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 AustraliaOutstanding 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 · ArkanceGravity 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 · MycarTheir 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 ClinicGravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.
Cameron WykAfter Sales Team Leader · MideaCommon questions
Frequently asked
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.
Ready to build support operations that scale?
Talk to us about designing a customer or employee experience system that works for your size.