A structural engineering practice needed to track project requests, not customer complaints. Gravity CX adapted Zendesk to how engineers actually work, and had the team operational inside a fortnight.
Client snapshot- Industry
- Structural and civil engineering consultancy
- Location
- Australia
- Business model
- Professional services
- Product used
- Zendesk Professional
Who they are
NGS Structural Engineers is an Australian engineering consultancy delivering structural and civil design across residential, commercial and specialist construction projects from single dwellings and container home builds through to larger commercial work.
The problem: engineering requests don’t behave like support tickets
Project requests were arriving the way they arrive at most small professional practices into individual inboxes. A builder emails the engineer they dealt with last time. A client chases a certification. A council query lands with whoever happened to answer the phone.
That works right up until it doesn’t. Requests sat in one person’s inbox while they were on site. Nobody could see what had been asked, what stage it was at, or whether anyone had picked it up. When a job needed a second set of eyes, the whole history had to be forwarded on and reconstructed.
NGS wanted the visibility and accountability of a proper request-tracking system without the overhead of a heavy project management platform and without spending months implementing it.
What we built
Gravity CX ran a light implementation designed to get NGS operational fast, with the configuration shaped around engineering workflow rather than a standard customer-support template.
A dedicated support address and portal · A single front door for project requests, so nothing depends on reaching a specific person’s inbox.
Request intake built for project work · Forms and fields capturing job and project context up front, so a request arrives with the information an engineer needs to action it.
Shared visibility across the team · Views and assignment rules giving the practice a live picture of what’s open, what’s waiting and who owns it.
Ticket merging and threading · So the same job doesn’t fragment across multiple requests when a client follows up by a different route.
Automation follow-up · A subsequent engagement to build out automation around the workflows the team settled into after go-live.
Working around an unusual use case
Zendesk is designed for customer support. NGS was using it as a project request system a different shape of work, with different lifecycles and different definitions of “resolved”. Rather than force the practice into a support model that didn’t match, the implementation adapted the platform around how the engineers actually operated.
That adaptation is the part NGS singled out afterwards, and it is the part that made the two-week timeline hold. Speed came from making decisions that fit the business, not from cutting scope.
In their own words
Gravity CX made our Zendesk implementation smooth and efficient. In just two weeks, they had us fully operational, enabling us to better support both our employees and customers. Their team was incredible to work with, offering exceptional support throughout. Despite our unique use of the Zendesk system, they adapted seamlessly and helped us develop effective solutions, delivering outstanding value in a short period. Their ongoing support has been greatly appreciated, ensuring we continue to operate at our best.
Stacey YoungOperations Manager · NGS Structural EngineeringAbout Gravity CX
Gravity CX is Australia’s trusted Zendesk partner. We specialise in setup, improvement and ongoing support for customer experience teams helping businesses get more from Zendesk, and get there quickly.
