Technology & SaaS
Summarise with AI
Zendesk for SaaS: tiered, technical, and engineering only sees real bugs.
SaaS tickets are technical, customers are sophisticated, escalations run into engineering, and customer success owns the relationship in parallel. We set Zendesk up so Tier 1 deflects what it should, Tier 2 owns the hard cases, and engineering only sees what needs a code change.
- Tier 1 deflects, Tier 2 owns the hard cases
- Jira and Linear synced both ways
- Customer success and support in one view
- AI that answers from your docs
★ 5.0Zendesk Marketplace
Run by ex-Zendesk people
TodayEverything ends up in #eng-support
No tiers- “Export is broken”Pinged to an engineer on Slack, no repro stepsNo context
- “Any update on my bug?”The third time the customer has askedNobody knows
- Renewal next monthThe CSM can’t see five open ticketsBlind spot
AfterTiers, with engineering in the loop
Synced- “Export is broken”Tier 2 confirmed it, Jira issue linked with reproIn Jira
- “Any update on my bug?”Status pulled from Jira, customer told when it shipsUpdated
- Renewal next monthOpen tickets and health on the CSM’s viewShared
Our customers
Trusted by software teams, from scale-ups to MYOB
From Australian scale-ups to global software brands, here is what technical teams say about working with us.
“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“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“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“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“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 “Tier 1 to engineering” pattern
Two ways SaaS escalation breaks. One way it works.
Most SaaS support teams we walk into have one of two failure modes. The right model sits between them.
Failure mode A
Everything goes to engineering
- Every escalation lands on an engineer.
- Engineers start ignoring the channel.
- Nothing gets fixed in product.
Engineering becomes the helpdesk.
The right model
Clear tiers, synced with Jira
- Tier-up criteria everyone knows.
- Escalation forms that capture repro steps first.
- Jira or Linear issues linked both ways.
- Tier-up SLAs that escalate on their own.
Engineering sees what it needs, nothing else.
Failure mode B
Tier 1 holds on too long
- Cases sit with Tier 1 past their depth.
- Customers get frustrated waiting.
- Engineering still gets it, with no context.
Slow for customers, and for engineering.
Routing by ticket type
Every ticket tagged on arrival, and sent to the right tier.
Skills-based routing and auto-tagging by type, so the queue sorts itself before an agent opens it.
5 routesfor every ticket, tagged by type the moment it arrives.
“How do I…?”
Answered from your docs in the help centre or in-app, before it’s a ticket.
AI agent“Something’s broken”
Tier 1 triages with a form that captures the account, the steps and the browser.
Tier 1It’s a bug
Tier 2 confirms it and links a Jira or Linear issue, with the context engineering needs.
Tier 2 → Jira“Can you add…?”
Logged against the feature request, counted by account and revenue for your product team.
Product board“We’re thinking of leaving”
Flagged to the account’s CSM with the ticket history and health signals, the same hour.
The account manager
Integrations
Engineering in the loop, without becoming the helpdesk.
Synced both waysJira and Jira Service Management
Issues created and linked from the ticket, with status synced back, so agents and customers know when a fix ships.
Linear
The same two-way sync, for teams on Linear.
GitHub
Releases and fixes, so agents know what shipped.
Slack
Swarming on urgent tickets, kept on the record.
Salesforce and HubSpot
Plan, ARR and renewal date beside the ticket.
Mixpanel and Segment
Product events that trigger proactive outreach.
What engineering sees
- Only confirmed bugs, with repro steps and the account.
- How many customers, and how much revenue, each bug touches.
- One Jira issue for many tickets, not twenty duplicates.
- Customers updated automatically when the fix ships.
Customer success and support
Same customers, different jobs. One Zendesk.
CS and support share customers but not workflows. We draw the boundary in routing rules, not in a Notion doc nobody reads.
For customer success
Support context, without the tickets
On the account, before every call.
- Open tickets and recent escalations on every account.
- Bugs blocking the account, and when they ship.
- Churn signals flagged the same hour.
- No support queue to work.
For support
The relationship, without owning it
Beside every ticket.
- Plan, ARR, renewal date and health score.
- Who the CSM is, and when to loop them in.
- VIP and enterprise accounts routed first.
- No renewal conversations to run.
AI for SaaS
AI that knows your product as well as Tier 2 does.
Your docs, your release notes and your solved tickets are the best training set you have. We put them to work.
For your team
Tier 2 answers, at Tier 1 speed
Inside Zendesk, beside every ticket.
- Replies drafted from your docs and past solved tickets.
- Escalations summarised into a Jira-ready issue.
- Tickets tagged by type and product area on arrival.
- Known bugs matched, so nobody reports one twice.
Zendesk Copilot, tuned to your product.
For your customers
Answers inside your product
In-app, in the help centre, any hour.
- How-to questions answered from your docs.
- Known issues and their status, before anyone asks.
- Proactive help when product events show friction.
- A clean hand-over to Tier 1, with what was tried.
A Zendesk AI agent, grounded in your docs.
Where to start
Which engagement is right for your SaaS team?
Pre or just post-launch
Zendesk Implementation
Just shipped, scaling support, choosing Zendesk over Intercom, with the SaaS playbook built in.
Series B or C, with Zendesk debt
Zendesk Rescue
Set up at Series A. You’re five times the size now, and nothing routes properly.
Established, scaling support
Managed Zendesk
Zendesk works; you need someone running the optimisation backlog every month. Most SaaS clients land here.
Questions we get on the call
Before you book
- What are the two engineering escalation failure modes and how do you fix them?
Failure mode A: every escalation goes straight to engineering, who hate it, and nothing gets fixed in product.
Failure mode B: Tier 1 holds onto cases too long, customers get frustrated, and engineering still gets the eventual escalation with no useful context.
The fix: clear tier-up criteria, structured escalation forms that capture context before escalating, and bidirectional Jira/Linear/GitHub sync so engineering sees the right tickets without being spammed.
- How do you configure Zendesk for tiered SaaS support?
Tier 1/2/engineering escalation logic, skills-based routing so the right agent gets the right ticket, tier-up SLAs that trigger escalation automatically, and auto-tagging by ticket type (bug, feature request, billing, how-to). The result is a queue where Tier 1 deflects what they should, Tier 2 owns the complex cases, and engineering only sees the tickets that actually need a code change.
- What engineering tool integrations do you build?
Bidirectional Jira and Linear sync: agents can create and link issues directly from Zendesk tickets; customer-visible status updates pull from the issue tracker; and bug triage workflows are designed so they don’t spam engineering.
- How do you handle Customer Success and Support sharing Zendesk?
In B2B SaaS, CS and support often share customers but not workflows. We configure Zendesk so CS sees support context without owning support tickets, support sees CS health signals without owning the relationship, and the boundary is clear in routing rules, not just in a Notion doc that nobody reads.
- What is product-led support and how does Zendesk support it?
Product-led support uses your product data to get ahead of support tickets: an in-app help centre so customers find answers without opening a ticket, Mixpanel and Segment event triggers for proactive outreach when customers hit friction, and customer health signals routed into Zendesk so agents know context before the customer writes in.
Book a call
Get your SaaS support stack in shape.
We’ll map your tier structure, escalation paths and Jira or Linear integration before we scope anything.
You will get a calendar invite with a video link straight away.
- A call about your tiers, your stack and your queue.
- Your escalation path and integrations, mapped.
- 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
