Services
Summarise with AI
Zendesk, done properly: start, fix, keep improving.
Three engagements for every stage of your Zendesk: launch it, rebuild what’s broken, or hand us the improvement work every month. Each with a fixed scope, a named outcome and AI built in.
- Implementation: live in 4 to 6 weeks
- Rescue: rebuild only what’s broken
- Managed: better every month
- AI in every engagement
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
One result per engagement
From our customer stories
- 2 weeksFrom kickoff to liveNGS · Implementation
- ↓ 79%EU first replyEMU · Rescue
- 99%+Resolution within SLAEzypay · Managed
- 380Tickets auto-resolved a weekREIQ · AI agent
Our customers
Trusted by 150+ support teams, from first launch to year five
Teams launching Zendesk, rebuilding it and running it month after month. Here is what they say about working with us.
“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“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“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
Three engagements
Where is your Zendesk today? Start there.
Starting out
Zendesk Implementation
New to Zendesk, or moving from Intercom, Freshdesk or Salesforce.
- Architecture signed off before anyone builds.
- History migrated, workflows built, agents trained.
- AI and reporting live on day one.
Fixed priceLive in 4 to 6 weeks14 days after go-live2 weeksFrom kickoff to liveNGS Structural Engineering
Outgrown it
Zendesk Rescue
Zendesk has become the problem: macros nobody trusts, routing nobody owns.
- A health check finds what’s costing you.
- Only what’s broken is rebuilt.
- AI switched on for your team and customers.
Fixed priceScoped to what’s broken14-day guarantee↓ 79%EU first replyEMU Australia
Keep improving
Managed Zendesk
Zendesk works, but improving it is nobody’s whole job.
- A named consultant and a success manager.
- A monthly improvement plan.
- A strategic roadmap review every quarter.
Monthly subscription24/7 monitoring99%+Customer resolution within SLAEzypay
Which one do you need?
Find yourself below. We’ll take it from there.
5 startsfor the situations we hear most on the first call.
“We’re not on Zendesk yet.”
A fixed-price launch: designed, built, migrated and trained, with AI from day one.
Implementation“We’re moving from another helpdesk.”
Your history, contacts and help centre moved across, checked in a test run first.
Implementation + migration“Zendesk has become the problem.”
We find what’s costing you hours and CSAT, and rebuild only that.
Rescue“It works, but nobody owns improving it.”
A named consultant and a monthly plan, so it gets better without a new hire.
Managed Zendesk“We’re not sure what’s wrong.”
A senior consultant reviews your instance and hands you a prioritised roadmap.
The A$999 health check
Side by side
Three engagements, compared.
| Implementation | Rescue | Managed Zendesk | |
|---|---|---|---|
| For | Teams new to Zendesk, or moving to it. | Teams on Zendesk where it’s become the problem. | Teams whose Zendesk works and should keep improving. |
| What you get | Design, build, migration, training and go-live. | A health check, then a rebuild of what’s broken. | A named consultant, a monthly plan and quarterly reviews. |
| How it’s priced | Fixed price, quoted after the scoping call. | Fixed price, agreed up front. | Monthly subscription, by tier. |
| How long | Live in 4 to 6 weeks. | Scoped to what’s broken. | Ongoing, month by month. |
| AI | Set up before go-live. | Switched on as part of the rebuild. | Designed and tuned every month. |
Also from Gravity CX
Everything else we do on Zendesk.
Free scan, or A$999 expert review
Zendesk Health Check
A senior consultant reviews your instance and hands you a prioritised roadmap in 7 days. Or start with the free automated scan.
Agentic Workforce
AI agents inside Zendesk that triage, answer and complete workflows, and hand over to a person when it matters.
Voice AI
AI agents that answer the phone in your contact centre, any hour, with Zendesk behind them.
Zendesk migration
From Intercom, Freshdesk, Salesforce, HubSpot, Help Scout, Jira, or a second Zendesk, history and all.
Customer and employee experience
Customer support, internal IT and HR on Zendesk: smarter support outside, better tools inside.
Zendesk OS
Our own apps on the Zendesk Marketplace, included in every Managed Zendesk subscription.
Book a call
Tell us where your Zendesk is. We’ll tell you where to start.
A call about your team and your Zendesk, and an honest answer on which engagement fits, if any.
You will get a calendar invite with a video link straight away.
- A call about your team, your Zendesk and your goals.
- The right engagement, or a health check first.
- A written plan and a price.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
