AI agents for Zendesk
Summarise with AI
Zendesk AI agents that resolve, not just deflect.
A chatbot answers questions. An AI agent finishes the job: it reads the ticket, looks up the order or account, acts, and hands the hard ones to a person with everything attached. We deploy them inside Zendesk, for your customers and your own staff.
- Measured on resolution
- Customer and employee service
- Guardrails from day one
- Live reporting on what it handles
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
Incoming email“Hi, I returned order 48213 two weeks ago. Where’s my refund?”
- Reads and classifies itRefund status · confident
- Looks up the orderReturn received, refund issued three days ago
- Replies, tags and solvesThe refund date and what to expect on the statement
- Solved, no agent touch
- Not sure? A person gets it, with a summary
Our customers
Trusted by 150+ support teams to put AI to work
From retailers to member bodies, support teams across ANZ rely on us to deploy AI that resolves, not just deflects.
“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“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
What “agentic” means
A chatbot answers. An AI agent acts.
A chatbot
Talks, then sends a form
- Answers from a fixed script or the FAQ.
- Can’t see the order, the account or the ticket history.
- Dead-ends into “contact us”.
- Measured on deflection: how many went away.
An AI agent
Finishes the job, or hands it over
- Reads and classifies every ticket on arrival.
- Looks up the order or account it needs.
- Replies, tags, updates the record and closes.
- Hands off with the full context when it isn’t sure.
- Measured on resolution: how many were actually solved.
Where it earns its keep
The high-volume, low-complexity work that fills your queues.
Customer support
Classify tickets, retrieve knowledge and resolve routine enquiries without an agent.
IT and HR requests
Password resets, access, leave approvals: internal teams stop being the bottleneck.
Employee onboarding
Documents, system access, tasks and approvals, so new starters don’t wait on admin.
Operations
AI agents across customer and employee workflows, so you scale with demand, not headcount.
Zendesk AI, set up properly
AI for your team and your customers.
For your team
AI that helps agents work faster
Inside Zendesk, beside every ticket.
- Replies drafted from your macros and help centre, ready to edit.
- Long threads summarised, so nobody reads the whole history.
- Tickets triaged by intent, language and sentiment, then routed.
- The right macro and article suggested at the right moment.
Zendesk Copilot, tuned to your workflows.
For your customers
AI that resolves their questions
Answers in seconds, any hour, in any channel.
- Common questions resolved from your own help centre, end to end.
- A clean hand-over to a person, with the conversation attached.
- Grounded in your content, so it says what your team would say.
- Resolution measured, so you see what it handles and what it doesn’t.
Zendesk AI agents, trained on your content.
Customer story
REIQ’s queue now clears itself.
- 380tickets auto-resolved a week, with no agent touch
- 3,656tickets handled by AI in three months
- ~312hours back to the team every year
“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”
How we deploy
Careful automation, with guardrails.
Watch first
We shadow the team and pull apart real tickets before writing a single rule.
Automate the safe
Routine traffic clears itself. Anything sensitive stays with a person.
Act on confidence
When the AI is sure, it handles the ticket. When it isn’t, a person gets it.
Report what it does
Live reporting on what the AI handles, so the result is a number you can check.
Questions
Zendesk AI agents, answered
- What is a Zendesk AI agent?
An AI agent that works inside Zendesk. It reads each conversation, works out what the customer or employee needs, and resolves it from your help centre and your systems, or hands it to a person with the context attached.
- How is an AI agent different from a chatbot?
A chatbot answers from a script and sends everything else to a form. An AI agent acts across several steps: it classifies the ticket, looks up what it needs, replies, updates the record and closes it. We measure it on resolution, not deflection.
- Do AI agents replace our team?
No. They take the high-volume, low-complexity work, so your people spend their time on the cases that need judgement. When the AI isn’t sure, a person gets the ticket.
- Can AI agents handle internal IT and HR requests?
Yes. Password resets, access requests, leave approvals and onboarding tasks run on the same Zendesk AI. See employee experience.
- How are Zendesk AI resolutions billed?
Zendesk bills AI agents by automated resolution. Our Zendesk pricing page shows what each plan includes and works out the cost for your team.
Book a call
Ready to put AI agents to work?
Bring your queue. We’ll show you what’s safe to automate first and what it would resolve.
You will get a calendar invite with a video link straight away.
- A call about your queue and your tools.
- The work to automate first, and the guardrails.
- A written rollout 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
