Zendesk for Financial Services – compliance first, audit-ready.
Fintechs, neobanks, lenders, and wealth platforms need Zendesk to do something most retail teams don’t: stand up to regulators, internal auditors, or a board’s risk committee. We configure custom roles, audit trails, PII handling, and reporting that an APRA, ASIC, or FCA review will accept, without slowing your team down.
Zendesk Premier Partner · APRA CPS 234 · ASIC · FCA · GDPR · SOC 2 · ISO 27001 aligned
Supporting the world’s best support teams.
From next-gen startups to established enterprise.
The “compliant Zendesk” pattern.
Most fintechs we walk into have either:
(a) a Zendesk that’s too locked down for agents to do their jobs, or
(b) 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.
Reporting that your risk committee actually wants
Operational support metrics (CSAT, FRT, resolution rate) tell you whether the support team is healthy. Risk and compliance metrics (complaints aged > 30 days, regulatory escalations, breach incidents, KYC re-verification queue) tell you whether the business is.
We build both into Zendesk Explore and route the second set into your monthly risk reporting pack automatically.
Which engagement is right for your fintech?
New fintech, building support
Pre-launch or just-launched neobank, lender, or wealth platform. → Implementation with compliance baked in from day one.
Existing fintech with Zendesk drift
Setup happened pre-Series-B; now compliance has audit findings. → Rescue with a 14-day compliance milestone.
Stable fintech, scaling support
Compliance is in good shape, but support is growing. Quarterly reviews tied to risk metrics. → Scale (Pro or Enterprise).
What our fintech clients move.
-50%
KYC enquiry resolution time
99%
PII detection on inbound
+22pt
CSAT lift, audited 90 days
Get a Zendesk that your risk committee will sign off on.
Book a consultation, and we’ll walk through your compliance requirements, PII handling needs, and audit trail configuration before we scope anything.
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.