You’re starting out
Zendesk Implementation
Launching Zendesk for the first time, or migrating off Intercom, Freshdesk or Salesforce Service Cloud.
- Fixed scope
- Fixed price
Zendesk Premier Partner · AI & automation
The Zendesk partner for support teams that outgrow the defaults
We launch Zendesk cleanly, rescue instances that have outgrown themselves, and run Zendesk day to day for support teams of 20 to 100+ agents.
150+Zendesk implementations5.0 on the Zendesk MarketplaceOur customers
Trusted by 150+ support teams to get Zendesk right
From the Sydney Opera House to Ezypay, support teams across ANZ rely on us to launch, rescue and run Zendesk.
“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 · Midea1 / 9
How we work
One of three engagements, depending on where you are
We don’t do day-rate consulting. Each engagement has a named outcome, a fixed scope and a fixed price.
You’ve outgrown it
Zendesk Rescue
Macros, triggers and routing have piled up for years, and nobody fully owns them.
- Fixed scope
- Fixed price
You want it to keep improving
Managed Zendesk
Better every month without hiring a dedicated admin.
- Named consultant
- Fortnightly reporting
12+years in Zendesk
200K+AI resolutions
8apps of ours on the Zendesk Marketplace
ANZMelbourne team, APAC hours, no handoffs
Customer stories
Real customers, real results
Three Zendesk projects, three industries, in our customers’ own words.
1 queuereplacing shared outlook inboxesHow My Weight Loss Clinic Unified Remote Member Services“Their expertise and hands-on approach ensured a smooth onboarding for our team.”Sean EdwardsMember Service Manager · My Weight Loss ClinicRead the story
~6 hoursof agent time back every weekHow AI Is Transforming REIQ’s Members Resolution ProcessRead the story
2 weeksfrom kickoff to liveAdapting Zendesk for NGS Structural Engineers in Two Weeks“In just two weeks they had us fully operational.”Stacey YoungOperations Manager · NGS Structural EngineeringRead the storyWhat we do
What we specialise in
We help growing organisations design support systems that are efficient, consistent and scalable.
Customer Experience
Reduce ticket volume, improve response times and lift satisfaction across every channel.
Voice AI
Resolve routine calls end to end, and hand the rest to a human with the context attached.
Employee Experience
Internal IT and service workflows with less friction and better governance.
AI Resolution Agent
Zendesk AI agents that take the repetitive work, without adding headcount.
Zendesk OS
The software layer we built for our own clients
A suite of Zendesk apps and a training library that fast-track 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
Who you’ll work with
A Melbourne team, not a ticket queue
Every engagement has a named consultant. Here are some of the people behind the work.
Chad SusaFounder, Head of Service, ex Zendesk
Hugo RichardHead of Growth, ex Zendesk
Common questions
Frequently asked
Still unsure which engagement fits? Talk to us.
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 a customer or employee experience system that works for your size.
“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
