Managed Zendesk
Summarise with AI
Managed Zendesk: your Zendesk gets better every month, without hiring an admin.
A named senior consultant and a dedicated customer success manager, a monthly improvement plan and a strategic roadmap review every quarter, on one subscription. We run your Zendesk like it’s ours, so your team stops being the bottleneck.
- A named senior consultant
- A dedicated customer success manager
- A monthly improvement plan
- A quarterly strategic roadmap review
★ 5.0Zendesk Marketplace
Run by ex-Zendesk people
Managed Zendesk · SLA compliance since Sept 2025
- 99%+Customer resolutionwithin SLA
- 93%+Customer first responsewithin SLA
- 98%+Merchant resolutionwithin SLA
- 90%+Merchant first responsewithin SLA
Our customers
Trusted by 150+ support teams, month after month
Ezypay and the Bart Group hand their Zendesk to us every month. Here is what they, and teams like them, say about working with us.
“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
Who we run Zendesk for
Two teams who handed Zendesk to us, and what happened next.
Fintech · 10 APAC marketsEzypay: from going through the motions to a clear roadmap
We rebuilt the automation layer and the data model, then stayed on as their Managed Zendesk partner: continuous optimisation, configuration management and strategic advice.
- 99%+resolution SLA
- 93%+first response SLA
- SinceSept 2025, ongoing
“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 · EzypayRetail · Sleeping Giant, James LaneThe Bart Group: support turned into revenue
An AI agent answering product questions in and out of store hours, tuned month by month, so the team could move on to selling.
- ~2,000AI conversations a month
- 3agents moved into sales
- 24/7product answers
“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 GroupThe lonely admin pattern
One person knows how your Zendesk works. What happens when they leave?
Most growing support teams end up here. Someone built it, they fix it, they document it when they have time. Sound familiar?
One person holds all the knowledge.
They built it, they fix it, and nobody else can.
Improvements wait for spare time.
Which never comes, because the queue always wins.
Nothing gets written down.
The why behind every trigger lives in one head.
AI stays on the roadmap.
Nobody has the hours to design it, test it and tune it.
Reporting is a quarterly scramble.
Dashboards drift until someone needs a number.
Quality debt compounds.
Every month without care makes the next fix bigger.
Does one person “own” your Zendesk? Would you be exposed if they left? If yes, the lonely admin pattern applies, and Managed Zendesk solves it.
Why a subscription
Not another hire. A whole Zendesk team, on subscription.
We become your Zendesk admin function. We hold the institutional knowledge and do the monthly improvement work.
Hiring an admin
One person, one set of skills
- Months to recruit and onboard.
- Admin, reporting and AI skills rarely in one hire.
- Holidays and sick days leave Zendesk unattended.
- The knowledge walks out when they do.
Managed Zendesk
A named consultant and a success manager, backed by the team
- The same senior consultant every month, who knows your instance.
- A dedicated customer success manager who owns your roadmap.
- An AI Architect, reporting and admin skills, all included.
- 24/7 monitoring, and playbooks kept up to date so the knowledge stays.
Monthly hours scale with your tier.
CX operations maturity
Four stages from the shared inbox to autonomous CX.
Where are you today? Managed Zendesk moves you along this path, one quarterly roadmap review at a time.
01
Reactive
- A shared inbox (support@, info@) and phone
- No owner per request; two people reply differently
- A side spreadsheet tracks what’s still open
- No view of volume, response time or topics
AI opportunityLittle yet. Point Claude, ChatGPT or Copilot at your inbox for hints and draft replies.
02
Connected
- One ticketing platform, every request owned
- Email, chat, phone, social and messaging in one queue
- A help centre live and deflecting
- Routing, SLAs and CSAT reported by channel and team
AI opportunityAI assists agents, learns from ticket history, builds the knowledge base and answers basic questions.
03
Integrated
- CRM, ERP and customer data inside the agent view
- Workflows automated end to end
- A knowledge base maintained and trusted
- Topic and trend reporting drives decisions outside support
AI opportunityAI reads your other systems to handle complex, higher-value conversations and deflect whole flows.
- Destination
04
Autonomous
- An AI agent resolves low-risk, high-volume questions
- Supportive AI guides agents on the rest
- The knowledge base writes and updates itself from tickets
- Scales without adding headcount
AI opportunityAI deployed end to end. An AI architect maintains the strategy and keeps optimising.
Not sure where you sit? Your first strategic roadmap review places you, and sets the next stage as the target.
How it works
Every day, every month, every quarter.
- Every day
Monitoring
Premium Support watches your instance around the clock. If something breaks at 3pm, your consultant already knows your setup.
You get24/7 monitoring, and a fix from someone who knows you.
- Every month
The improvement plan
A rolling priority of what to fix, build and optimise, worked through by your named consultant with your customer success manager.
You getVisible progress, and no surprise work.
- Every quarter
Strategic roadmap review
Your customer success manager sits down with your exec sponsor: what moved, what didn’t, and the roadmap for the next quarter, tied to your business KPIs, not ticket counts.
You getAn updated roadmap and a quantified target.
- All year
AI and playbooks
An AI Architect designs and tunes your AI, and the admin and exec playbooks are updated as things change.
You getAI that improves, and knowledge that stays.
The Efficiency Promise
A quantified target, every quarter.
We commit to an improvement target every quarter, agreed on the scoping call and tied to where your team is today. What you can expect:
Stabilisation
90 daysfor CSAT, first response time and resolution rate to stabilise within agreed thresholdsScale-up efficiency
−20%cost per contact within 6 monthsAI transformation
25%of tickets deflected within 9 monthsEnterprise optimisation
Signed offan operating model uplift, by your exec sponsor at the review
Each target is agreed on the scoping call, for where your team is today.
What it delivers
Remove work. Reduce cost. Grow revenue.
What ongoing strategic optimisation does for the business, month after month, with what our Managed Zendesk customers actually see.
Remove
Work that stops existing
Self-service and automated resolutions take whole kinds of tickets off the queue.
- ~2,000AI conversations a monthThe Bart Group
- 380tickets auto-resolved a weekREIQ
Reduce
Time and cost that shrinks
Agent, management, onboarding and training time. Tool administration, time to value and tooling cost.
- −25%cost per ticket in year oneManaged Zendesk customers
- ~312hours back to the team a yearREIQ
Revenue
Value that grows
Retention, upsell, new revenue and average order value, from a team freed to sell and customers who stay.
- 3support agents moved into salesThe Bart Group
- +15ptaverage CSAT liftManaged Zendesk customers
The subscription
One subscription. Your Zendesk team.
Managed Zendesk
Monthly subscription
Your tier and monthly hours are agreed on the intro call, with a written plan for your first 90 days.
- The same named consultant and customer success manager, every month.
- A strategic roadmap review and a quantified target every quarter.
- 24/7 monitoring through Premium Support.
Everything that’s included
- Named senior consultant
- Dedicated customer success manager
- Quarterly strategic roadmap review
- Monthly hours scaled to your tier
- AI Architect: design and tuning of AI capabilities
- Reporting cadence and dashboard maintenance
- Premium Support: 24/7 monitoring
- Admin and exec playbooks, updated continuously
- Full Zendesk OS access
Zendesk licences are billed separately. We can supply them, or you keep your existing plan.
Is this for you?
The right fix for the right team.
Managed Zendesk fits if
- Zendesk matters to your business, but improving it is nobody’s whole job.
- One person holds the Zendesk knowledge, and you’d be exposed if they left.
- You want AI, reporting and workflows getting better every month.
Something else fits better if
- Your Zendesk is broken today: start with a Zendesk Rescue.
- You’re not on Zendesk yet: see Zendesk implementation.
- You want a one-off review first: see the A$999 health check.
Questions we get on the call
Before you book
- What is the “lonely admin” pattern and does it apply to us?
Most growing support teams end up with one person who knows how Zendesk actually works. They built it, they fix it, they document it (when they have time), and they leave. Then the institutional knowledge leaves with them.
Self-diagnosis: Does your team have one person who “owns” Zendesk? Would you be exposed if they left? If yes, the lonely admin pattern applies, and Managed Zendesk solves it by making Gravity CX your Zendesk admin function on subscription.
- What does a named consultant actually do each month?
Your dedicated consultant work with your team to execute on your roadmap, continuously improving your Zendesk operations. The same consultant every month, not a rotating pool. If something breaks at 3pm, they already know your instance.
- What is in the rolling improvement plan?
A rolling priority list of what to fix, build, and optimise, reviewed quarterly with your dedicated customer success manager and your solution consultant. No surprise work, no scope arguments. The plan lives in a shared document and gets updated every month based on what’s moved and what’s new.
- What happens in the quarterly business reviews?
Once a quarter, we sit down with your exec sponsor to discuss what moved, what didn’t, and what’s coming. The review is tied to your business KPIs, not ticket counts. We report on what matters to the business, then set improvement priorities for the next quarter.
Book a call
Hand Zendesk to us. Get your hours back.
We’ll recommend the right tier, walk through what the first 90 days look like, and send you a written plan.
You will get a calendar invite with a video link straight away.
- An intro call about your team and your Zendesk.
- The right tier, and a written plan.
- Your first 90 days, mapped.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
