Expert review
Summarise with AI
Zendesk expert audit: a senior consultant’s roadmap in seven days.
A senior ex-Zendesk consultant goes through your instance and talks to your team. Seven days later you get a ranked fix list, with a dollar figure on the top three, presented live and yours to keep.
- A$999 fixed
- Roadmap in 7 days
- About 2 hours of your time
- Refund if it isn’t useful
★ 5.0Zendesk Marketplace
400+health checks run
Run by ex-Zendesk people
Zendesk roadmap · your company
Top findings, ranked by impact
SLA counts internal notes as a first reply
The dashboard is green while customers wait. Rebuild the policy on public replies.
~A$2,400a month
12 Copilot seats paid for, none switched on
Turn them on for the busiest queue, or drop them at renewal.
~US$600a month
31 triggers with no owner, 4 in conflict
Tickets reassigned twice before anyone replies. Consolidate to 12.
~A$1,100a month
Our customers
Trusted by 150+ support teams to get Zendesk right
From the Sydney Opera House to Ezypay, support teams across ANZ rely on us to launch, rescue and run Zendesk.
“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea“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“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 you get
A week of senior attention. About two hours of yours.
For A$999
3–4 hours inside your instance
Triggers, automations, SLAs, routing, macros, views, integrations, AI agent and Copilot configuration, and plan-tier fit.
A conversation with your team
How work actually flows, against how Zendesk thinks it flows.
A written roadmap, presented live
Ranked by impact, with an effort estimate against each item and a dollar figure on the top three.
How the week runs
- Day 0
Book
Pick a time below. You get a calendar invite straight away.
- Day 1
Access and kick-off
You give us admin access on a free temporary partner licence, and we hold a 60-minute kick-off with your team.
- Days 2–5
Review
3–4 hours inside your instance, and a conversation with the people who work in it.
- Day 7
Roadmap presented
A written roadmap, walked through live, with a dollar figure on the top three items.
Your time: about two hours
The price
One price. The risk is ours.
Zendesk Health Check
A$999
Fixed price, one week, a written roadmap.
- Full refund if it isn’t useful.
- Credited in full against any engagement started within 30 days.
- The roadmap is yours, whoever you work with next.
After the roadmap, it’s your call
Three ways teams go from here.
We never propose Managed Zendesk without this roadmap first.
It starts with the roadmap
Ezypay started with a health check.
- Health check
- Managed Zendesk within three months
- Since renewed
“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 AustraliaQuestions
Before you book
- Do you need admin access?
Yes. Zendesk has no read-only admin role, so we need admin access. As a Zendesk Premier Partner we add a free temporary licence to your instance, so you don’t need an extra licence for us, and we remove it when we’re done.
- Is this a sales pitch?
The roadmap is the deliverable. You can take it anywhere.
- How is this different from the free scan?
The scan scores configuration. The health check tells you what to do about it and what it’s worth.
- What if we’re mid-contract with another partner?
It doesn’t matter. The roadmap is yours.
- What does “useful” mean for the refund?
You decide. If you finish the roadmap presentation and don’t think it was worth A$999, say so and we refund it.
Book your health check
Pick a time. The seven days start after the call.
- A 20-minute call to confirm scope and access.
- Kick-off with your team on day 1.
- Your roadmap, presented on day 7.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
