Financial Services
Summarise with AI
Zendesk for financial services: audit-ready, without slowing your team.
Fintechs, neobanks, lenders and wealth platforms need a Zendesk that stands up to regulators, auditors and a board’s risk committee. We set up the roles, PII handling, complaint tracking and audit trails a review will accept, and keep your agents fast.
- Roles mapped to your risk matrix
- PII detected and redacted
- Complaints tracked to ASIC timeframes
- Audit trails and evidence packs
★ 5.0Zendesk Marketplace
Run by ex-Zendesk people
Payments fintech · 10 APAC markets · SLA compliance since Sept 2025
- 99%+Customer resolutionwithin SLA
- 93%+Customer first responsewithin SLA
- 98%+Merchant resolutionwithin SLA
- 90%+Merchant first responsewithin SLA
Our customers
Trusted by teams that answer to regulators
From payments across ten APAC markets to wealth platforms, here is what teams say about working with us.
“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
The “compliant Zendesk” pattern
Most fintech Zendesks are too locked down or too open. The right one is in between.
We’ve done this 30+ times. The fix is never “lock everything”: it’s controls your agents barely notice and your auditors can check.
Too locked down
Agents can’t do their jobs
- Every refund waits on a supervisor.
- Agents copy data into spreadsheets to get around the rules.
- Customers wait, and CSAT drops.
Safe on paper. Unsafe in practice.
Right-sized
Controls your agents barely notice
- Custom roles mapped to your risk matrix.
- PII redacted at the field, not the whole ticket.
- Audit logs and evidence packs ready for review.
- Channels that match your licence terms.
Fast for agents, and audit-ready.
Too open
The audit team is panicking
- Everyone can see account details and ID documents.
- Card numbers sit in ticket history.
- Nobody can say who changed what, or when.
Fast today. A finding tomorrow.
What we configure
The controls a review will accept.
Roles and access
Who sees PII, who sees balances, who approves refunds, and who reads but can’t edit the audit trail, mapped to your IS team’s role matrix.
Custom rolesSSO
PII detection and redaction
Sensitive data detected in tickets and chat, redacted by rule, with your own encryption keys where you need them.
RedactionBYOK
Audit trails and retention
Ticket-level audit logs, retention set to your regulator, and an evidence pack export tested before handover.
Audit logsRetention
Risk reporting
Complaints aged, regulatory escalations, breach incidents and the KYC queue, routed into your monthly risk pack.
ExploreRisk pack
Complaints, on the clock
Every complaint caught, acknowledged and resolved inside the timeframe.
ASIC’s RG 271 sets the clock for internal dispute resolution. Zendesk keeps it, so nothing ages quietly in a queue.
30 daysto resolve a standard complaint under RG 271. Zendesk counts every one.
A complaint arrives
Detected in any channel, even when the customer never says “complaint”, and tagged with its type and its clock.
AutomaticAcknowledged
An acknowledgement goes out, and the complaint is assigned to an owner.
Within 1 business dayHardship or vulnerability
Routed straight to a trained person, never to a bot, with the history attached.
A trained personResolved, or referred
An IDR response with the outcome, and AFCA’s details when the customer isn’t satisfied.
By day 30Reported
Complaints by age, type and outcome, ready for your IDR data reporting and your risk committee.
Every month
Reporting
Reporting your risk committee actually wants.
Support metrics tell you whether the team is healthy. Risk metrics tell you whether the business is. We build both into Zendesk.
For the risk committee
Is the business safe?
Routed into your monthly risk pack.
- Complaints aged over 30 days.
- Regulatory escalations and AFCA referrals.
- Breach incidents and their response times.
- The KYC re-verification queue.
For the support team
Is the team healthy?
In Zendesk Explore, every day.
- CSAT, first reply and resolution time.
- SLA compliance by segment, as at Ezypay.
- Volume by channel, product and reason.
- Backlog and ageing by team.
“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 · EzypayAI, with guardrails
AI your compliance team can sign off on.
AI in financial services isn’t a question of whether, it’s of where. We put it where it’s safe, and keep people where they’re required.
For your team
Faster, consistent replies
Inside Zendesk, beside every ticket.
- Replies drafted from your approved wording, ready to edit.
- Complaints, hardship and vulnerability flagged as they arrive.
- Long threads summarised, with the summary kept on the record.
- PII redacted before AI sees the ticket.
Zendesk Copilot, tuned to your policies.
For your customers
Answers from approved content only
In chat, messaging and the help centre, any hour.
- General questions answered from your approved help centre.
- No account changes without verification.
- Complaints, hardship and advice handed to a person.
- Every AI conversation logged for audit.
A Zendesk AI agent, with your guardrails.
Where to start
Which engagement is right for your fintech?
New fintech, building support
Zendesk Implementation
A pre-launch or just-launched neobank, lender or wealth platform, with compliance built in from day one.
Setup that drifted
Zendesk Rescue
Set up before your Series B, and now compliance has audit findings. We fix the findings first.
Stable fintech, scaling support
Managed Zendesk
Compliance is in good shape, but support is growing. Quarterly roadmap reviews tied to your risk metrics, as for Ezypay.
Questions we get on the call
Before you book
- What does “compliance-first” mean in how you configure Zendesk?
Most fintechs have either a Zendesk that’s too locked down for agents to do their jobs or one that’s too open, and the audit team is panicking. The right answer is somewhere in between: granular custom roles, field-level PII redaction, audit logs that withstand scrutiny, and customer-facing channels that align with your AFSL or banking licence terms. We’ve done this 30+ times.
- Which compliance frameworks does Gravity CX configure for?
APRA CPS 234 (Australian prudential cybersecurity), ASIC (Australian financial services conduct), FCA (UK financial services), GDPR (EU data privacy), SOC 2 (US cloud security controls), and ISO 27001-aligned configurations. Each has different retention, access control, and audit trail requirements; we’ve mapped them all into Zendesk.
- How does Zendesk handle PII for financial services teams?
Automated PII detection in tickets and chat, redaction rules for sensitive fields, bring-your-own-key encryption where required, and SSO via SAML/OIDC into your identity provider. The configuration is mapped to your IS team’s role matrix, which sees PII, who sees account balances, who can approve refunds, and who can read but not edit audit trails.
- What audit trail and retention capabilities does Zendesk have?
Ticket-level audit logs, configurable retention policies aligned to your regulator (7 years for APRA, 5 years for FCA), and exportable evidence packs for audit cycles. We build the retention configuration and test the export path before handover.
- What is the compliance reporting setup you build?
Two types: operational support metrics (CSAT, FRT, resolution rate) that tell you whether the support team is healthy, and risk and compliance metrics (complaints aged >30 days, regulatory escalations, breach incidents, KYC re-verification queue) that tell you whether the business is. Both are built into Zendesk Analytics, and the second set is routed into your monthly risk reporting pack automatically.
Book a call
Get a Zendesk your risk committee will sign off on.
We’ll walk through your compliance requirements, PII handling and audit trail before we scope anything.
You will get a calendar invite with a video link straight away.
- A call about your licence, your regulators and your queue.
- The controls you need, mapped to your risk matrix.
- The right engagement, and a written plan.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
