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Implementation

Zendesk implementation, live in 4 to 6 weeks

For support teams implementing Zendesk for the first time, or migrating off Intercom, Freshdesk or Salesforce Service Cloud. One fixed-price engagement covers architecture, migration, workflows, agent training and go-live — ready to take real traffic on day one, not six months later.

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Just need migration?
A Zendesk implementation consultant at Gravity CX

Zendesk Premier Partner · 12+ years in Zendesk · 150+ implementations · SaaS · Fintech · Retail · Hospitality

Supporting the world’s best support teams.

From next-gen startups to established enterprise.

ACER
AI Media
Alterna Leaf
Arkance
Collingwood FC
Emu Australia
Ezypay
Flexischools
Grammarly
House Made Hospitality
Insignia Financial
Jayride
Jo Mercer
Kuehne + Nagel
Lovisa
Midea
Montu
mycar
MYOB
My Weight Loss Clinic
Pandora
PlayHQ
Scanlan Theodore
Seagrass Hospitality
Sydney Opera House
uMeds
West Coast Eagles
A support lead talking through a Zendesk rollout

The pattern we keep walking into

The “big-bang launch”.

Most Zendesk launches we walk into look like this: months of setup that run longer than promised, agents trained the week before go-live, no reporting plan, and somehow two Zendesk instances by accident because one team got tired of waiting. Then the chaos of the first month becomes the new normal.

Implementation exists because that pattern is avoidable. We have done this 150+ times. The decisions are repeatable. The mistakes are predictable. So we productised it.

How it works

Four phases over 4 to 6 weeks

Every phase closes with a written sign-off, so nothing moves forward on an assumption.

01

Architecture

Map your support model into Zendesk: brands, groups, ticket forms, SLA policies, business hours, routing logic. We finalise the design before anyone touches the build.

Week 1

02

Migration & build

Migrate from Intercom, Freshdesk, Salesforce Service Cloud, HubSpot, Help Scout or any other helpdesk. Configure workflows, macros, triggers, automations and integrations.

Weeks 2–4

03

Training

Live and recorded training for agents and admins. Macro library handed over. Reporting starter pack pre-built. No “figure it out as you go”.

Week 5

04

Go-live

We stay on the line through cutover, with 14 days of post-launch stabilisation to address whatever real traffic surfaces.

Week 6 + 14 days

Migrations

Migrating from another helpdesk? We do this every week.

We map your data model, ticket history, knowledge base and integrations into Zendesk without losing context.

  • Intercom to Zendesk — full ticket history, conversations, contacts, articles
  • Freshdesk to Zendesk — tickets, agents, groups, SLA policies, custom fields
  • Salesforce Service Cloud to Zendesk — cases, accounts, contacts, knowledge base
  • HubSpot Service Hub to Zendesk
  • Help Scout to Zendesk
  • Zendesk to Zendesk consolidation — when you have accidentally ended up with two instances
See migration options

Scope

What’s included

  • Full Zendesk architecture and configuration
  • Data migration from your existing helpdesk
  • Agent and admin training, live and recorded
  • A macro library tailored to your team
  • A reporting starter pack, ready on day one
  • Zendesk OS access for 12 months
  • The Admin and Exec Playbook, yours to keep
  • 14-day post-launch stabilisation
Book a scoping call
Helpdesk platforms Gravity CX migrates into Zendesk

Customer stories

Trusted by support teams across ANZ

Nine of the teams we have delivered for, in their own words.

5.0 / 5

Rated on the Zendesk Marketplace

Zendesk Premier PartnerZendesk Implementation Partner
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

Ready to launch Zendesk properly?

Book a 45-minute scoping call and we will tell you in plain English whether Implementation is right for you, what your timeline looks like, and what investment to expect.

Frequently asked questions

What is the “big-bang launch” pattern, and how do you avoid it?

Months of setup that run longer than promised, agents trained the week before go-live, no reporting plan, and sometimes two Zendesk instances by accident because one team got tired of waiting. The chaos of the first month becomes the new normal. We have done this 150+ times: the decisions are repeatable and the mistakes are predictable, so we productised it into four phases with a sign-off at each gate.

What happens in each of the four phases?

Phase 1, architecture: your support model mapped into Zendesk — brands, groups, ticket forms, SLA policies, business hours and routing logic — finalised before anyone touches the build. Phase 2, migration and build: ticket history migrated, workflows, macros, triggers, automations and integrations configured. Phase 3, training: live and recorded training for agents and admins, macro library handed over, reporting starter pack pre-built. Phase 4, go-live and stabilisation: we stay on the line through cutover and monitor for 14 days.

Do you finalise the architecture before building anything?

Yes. Phase 1 locks the architecture before anyone touches the build. Every routing rule, SLA policy, ticket form and group structure is signed off before Phase 2 begins, so there is no surprise rework mid-sprint.

Which helpdesks can you migrate from?

Intercom, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub, Help Scout, and any other helpdesk with a documented export path. We also consolidate two Zendesk instances into one. We do this every week.

What does the training phase include?

Live and recorded training for both agents and admins, a macro library handed over at go-live, and a reporting starter pack pre-built in Zendesk Explore. Your team is ready from day one rather than figuring it out as they go.

What happens after go-live?

A 14-day stabilisation period. We monitor queue health, fix anything that surfaces, and confirm the instance is running as designed. Most clients move to Scale after stabilisation to keep improving month on month.

Recent implementation engagements

Book a scoping call