Employee experience
Summarise with AI
Employee experience consulting for IT, HR and operations teams.
Internal service is often the last thing organisations fix, and one of the biggest drains on productivity. We design internal service desks on Zendesk that give IT, HR and operations visibility, governance and speed.
- IT, HR and Ops on one Zendesk
- Approvals routed, not chased
- SLAs for internal teams
- AI for routine requests
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
Request from HR“Priya starts in Marketing on Monday.”
- IT orders the laptop and accountsCreated from the request, assigned to IT
- The manager approves the accessOne click in Zendesk, no email chain
- HR sets up payroll and the contractTracked against the start date
- Ready on day one
- Every step visible to IT and HR
Our customers
Trusted by 150+ teams to get Zendesk right
From the Sydney Opera House to Ezypay, teams across ANZ rely on us to run service on Zendesk, inside and out.
“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
The problem
Internal requests stall where nobody can see them.
Requests arrive by email, chat and the corridor.
Approvals sit in someone’s inbox.
Nobody knows what’s waiting, or for how long.
New starters wait on admin before they can work.
It’s internal, so it’s rarely measured.
Poor employee experience shows up in your customer experience. The two can’t be separated.
One Zendesk
IT, HR and operations on one instance. Nothing bleeds across.
IT
- Access and accounts
- Hardware and software
- Incidents, including SAML and SSO
Its own forms, routing and views
HR
- Onboarding and offboarding
- Leave and payroll questions
- Policies answered from the help centre
Private to HR, unless you share it
Operations
- Facilities
- Purchase approvals
- Finance requests
Approvals routed to the right person
What we build
Internal service that runs like your external support.
Ticket workflows
Internal ticket management designed for IT and HR.
Approvals and routing
Requests routed across IT, HR and operations.
SLAs and reporting
Governance for internal service teams.
Automation
Repetitive approvals and routine requests, automated.
On and offboarding
Every step of a joiner or leaver, in one flow.
Read before you build
Our guides to internal service on Zendesk.
Guide
How to implement approval workflows in Zendesk, native vs extensions
Guide
Native Zendesk vs SweetHawk: which approval tool is right for you?
AI
The future of HR is now: three ways AI will transform employee experience
How we engage
Three ways in. Pick where you are.
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
Questions
Employee experience, answered
- What makes internal service different from customer support?
Smaller volumes, but higher stakes. The same person who routes a laptop request also handles a sign-in outage, and every missed ticket is a colleague blocked. Internal teams can’t afford a half-configured Zendesk.
- Can Zendesk run IT, HR and operations desks on the same instance?
Yes. Each desk gets its own routing, views and forms. HR sees HR tickets, IT sees IT tickets, and nothing crosses over unless you want it to.
- Do you have experience with approval workflows and SAML/SSO?
Yes. Our senior consultants have set up internal-service routing, approval workflows and SAML/SSO integrations. Internal service has its own patterns, and we know them. Our approval workflows guide shows how we think about it.
- Which engagement suits an internal service team?
Most internal teams want a Zendesk that keeps improving without a full-time admin, which is Managed Zendesk. Starting from scratch is an implementation; a desk that works around Zendesk is a rescue.
- Can AI handle internal requests?
Yes. Password resets, access requests and leave questions are exactly the routine work AI agents resolve, with anything sensitive left to a person.
Book a call
Let’s fix internal service.
Tell us how requests reach IT, HR and operations today. We’ll show you what one Zendesk would change.
You will get a calendar invite with a video link straight away.
- A call about your teams and requests.
- The desks, approvals and SLAs to set up first.
- The engagement that fits, with a price.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
