Zendesk implementation
Summarise with AI
Zendesk implementation, live in 4 to 6 weeks
Email, chat, WhatsApp and phone in one place your team can actually run. We design it, migrate your history, build it, train your people and stay on through go-live, for one fixed price.
- Live in 4–6 weeks
- Fixed price, agreed up front
- Migration included
- 14 days on the line after go-live
★ 5.0Zendesk Marketplace
150+implementations
Run by ex-Zendesk people
TodaySupport, spread across tools
5 places to check- support@ in OutlookTwo people replied, differentlyNo owner
- Live chat, separate loginNobody sees the earlier emailsNo history
- WhatsApp, on one phoneSent Friday 5:02pmUnread
Week 6One Zendesk workspace
One queue- Where is my order?Assigned to Sam · reply due in 2hOwned
- Refund requestRouted to billing, with the full historyRouted
- Booking changeAnswered from your help centreAI agent
Our customers
Trusted by 150+ support teams to launch Zendesk properly
From first-time setups to moves off Intercom, Freshdesk and Salesforce, here is what teams say about working with us.
“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“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“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 · REIQ1 / 10
Why teams move to Zendesk
Your customers moved to every channel. Your support didn’t.
Most teams we meet aren’t short of effort. They’re short of one place to work from. Sound familiar?
Every channel lives in a different tool.
Email in Outlook, chat in another app, WhatsApp on someone’s phone.
Nobody owns the conversation.
Two people reply, or nobody does, and the customer waits either way.
Customers repeat themselves.
Their history is split between the inbox, the CRM and Slack.
Managers can’t see what’s happening.
No view of volume, response times or what customers ask about most.
The same questions, answered by hand.
No help centre or AI agent to take the simple ones.
Promises nobody can measure.
You can’t hold a response-time target you can’t see.
Zendesk fixes all six. But only when it’s set up for how your team actually works, and that’s the part most launches get wrong.
What you get
Zendesk, set up properly, from day one.
Four things your team has on go-live day, configured to your support model rather than Zendesk’s defaults.
One workspace for every channel
Email, chat, WhatsApp, phone and social land in one queue, with the customer’s whole history beside each ticket.
EmailChatWhatsAppVoice
Every ticket owned and on time
Groups, routing and SLA policies, so the right person picks it up and everyone can see when it’s due.
RoutingSLAsBusiness hours
Answers before tickets
A help centre on your domain and an AI agent that resolves the simple questions, so your team handles the rest.
Help centreAI agent
Reporting you’ll actually use
A starter pack of dashboards ready on day one: volume, response times and what customers ask about.
ExploreDashboards
The pattern we keep walking into
Zendesk rarely fails. Rushed launches do.
We have done this 150+ times. The decisions are repeatable and the mistakes are predictable, so we productised the way around them.
The “big-bang launch”
What we usually walk into
- Months of setup that run longer than promised.
- Agents trained the week before go-live.
- No reporting plan, so nobody knows if it worked.
- Two Zendesk instances by accident, because one team got tired of waiting.
Then the chaos of the first month becomes the new normal.
Our four-phase launch
How we do it instead
- The architecture is signed off in week 1, before anyone builds.
- Your history migrated and the workflows built against that design.
- Agents and admins trained before cutover, with a macro library ready.
- Reporting live on day one, and us on the line for 14 days after.
Every phase closes with a written sign-off, so nothing moves forward on an assumption.
How it works
Four phases. 4 to 6 weeks. Fixed scope.
- Week 1
Architecture
Your support model mapped into Zendesk: brands, groups, ticket forms, SLA policies, business hours and routing logic.
You getA signed-off design, before anyone touches the build.
- Weeks 2–4
Migration and build
Your history migrated from Intercom, Freshdesk, Salesforce Service Cloud or any other helpdesk. Workflows, macros, triggers, automations and integrations configured.
You getA working instance with your data in it.
- Week 5
Training
Live and recorded training for agents and admins. No “figure it out as you go”.
You getA trained team, a macro library and a reporting starter pack.
- Week 6 + 14 days
Go-live
We stay on the line through cutover, then fix whatever real traffic surfaces.
You getLive on real tickets, with a written handover.
Migrations
Moving from another helpdesk? We do this every week.
- Intercomtickets, conversations, contacts, articles
- Freshdesktickets, agents, groups, SLAs, fields
- Salesforce Service Cloudcases, accounts, knowledge base
- HubSpot Service Hubtickets and contacts
- Help Scoutconversations and docs
- Two Zendesksconsolidated into one
Nothing gets left behind
- Your ticket history, contacts and organisations, mapped to Zendesk’s data model.
- Your knowledge base, moved into your new help centre.
- Custom fields, tags and integrations rebuilt, not just copied.
- A test migration you check before the real one runs.
The engagement
One engagement. One fixed price.
Zendesk implementation
Fixed price
Quoted after the scoping call. No day rates, and no variation once the architecture is signed.
- Live in 4 to 6 weeks.
- A written sign-off at every phase.
- 14 days of stabilisation after go-live.
Everything that’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
- The Admin and Exec Playbook, yours to keep
- 14-day post-launch stabilisation
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.
Implementation fits if
- You’re moving to Zendesk for the first time, or from another helpdesk.
- Several teams, brands or channels need to work from one place.
- You want it live in weeks, at a price you know before you start.
Something else fits better if
- You’re a team under 50 on a shared inbox: ask us about the six-week shared inbox setup.
- You’re already on Zendesk and it isn’t working: start with a health check.
- You want someone to run Zendesk for you each month: see Managed Zendesk.
Teams we’ve launched
Live in weeks, in their own words.
- An unusual way of using Zendesk
- Fully operational in two weeks
- Running it themselves
“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“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
Questions we get on the call
Before you book
- What does Zendesk do that a shared inbox or another tool can’t?
It puts every channel in one queue with an owner and a due time on every ticket, keeps each customer’s history in one place, answers simple questions from a help centre and an AI agent, and shows you volume and response times as they happen.
- 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. Still choosing? Compare Zendesk vs Freshdesk, Zendesk vs Intercom, or the main Zendesk alternatives.
- 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 Managed Zendesk after stabilisation to keep improving month on month.
Book a scoping call
45 minutes. A plain-English answer.
We will tell you in plain English whether implementation is right for you, what your timeline looks like, and what investment to expect.
You will get a calendar invite with a video link straight away.
- A 45-minute scoping call.
- A written scope and a fixed price.
- Architecture signed off in week 1.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
