Zendesk Rescue: rebuild a Zendesk you’ve outgrown, in 60 days.
For support teams where Zendesk has become the problem: fragmented macros, routing rules nobody owns, CSAT drifting. One fixed-price engagement. Done in 60 days, or we keep working.
Zendesk Premier Partner · 12+ years in Zendesk · 150+ implementations · SaaS · Fintech · Retail · Hospitality
The “Zendesk debt” pattern at 20–100 agents.
Zendesk got set up by someone who has since moved on. The team grew. New routing rules were added on top of the old ones. A consultant added macros. Someone built triggers because nobody knew the existing ones existed. Three years in, your Zendesk is doing 60% of what your team needs, and the other 40% is held together with workarounds nobody documents.
You don’t need a re-implementation. You need someone to walk in, find the parts that are costing you hours and CSAT, and rebuild only those parts. That’s Zendesk Rescue.
How Zendesk Rescue works: four phases in 60 days.
1 – Health Check
Senior consultant + Automated Health Check together. We surface every routing inefficiency, broken trigger, dead macro, missed SLA, and reporting gap. You get a written diagnosis with prioritised remediation.
2 – Redesign
New architecture for the broken parts. AI deployment. Trigger and automation rebuild. Routing logic redrawn. Reporting cleanup. Approved by you before any change goes live.
3 – Rebuild + Handover
Build, QA, deploy, and hand over to your team with documentation and Admin/Exec Playbook. The optional Scale subscription continues the work on a month-to-month basis after handover.
What’s included.
- Full diagnostic Health Check with a named senior consultant
- Macro consolidation audit
- Routing and trigger rebuild
- Reporting cleanup and dashboard reset
- Admin and exec handover playbook
- 12-month Zendesk OS access
- Premium Support included for 12 months
- 14-Day Confidence Guarantee
Bonus stack included for free: Admin/Exec Playbook + Training Library + AI Optimisation Playbook + Faqify Starter coupon.
What do we move on a typical Rescue?
-15%
Ticket Volume
-10%
First Response Time
+22%
SLA Adherence
Stop losing hours to a Zendesk you’ve outgrown.
Book a Rescue scoping call, and we’ll go over your current operations and draft up a rescue plan.
What does the Health Check in Phase 1 actually surface?
A senior consultant runs our Automated Health Check across your instance: routing inefficiencies, broken triggers, dead macros, missed SLAs, and reporting gaps. The output is a written diagnosis with prioritised remediation, specific findings, and specific fixes, ordered by impact.
Do you approve changes with us before anything goes live?
Yes. Phase 2 (Redesign) is fully approved by the client before Phase 3 (Rebuild) touches anything. The new architecture for broken parts, the macro consolidation plan, the routing logic redesign, and the reporting cleanup are all signed off on first. Nothing goes live without your sign-off.
What is the 14-day confidence guarantee?
If you decide Gravity CX isn’t the right fit within the first 14 days of the engagement, you’ll receive a full, unconditional refund. No questions, no conditions. The guarantee exists because we’re confident in our work, and you should be too before committing.
What is “Zendesk debt” and do we have it?
Zendesk debt accumulates when Zendesk is set up by someone who has since moved on, routing rules are added on top of old ones, consultants add macros, and triggers are built because nobody knew the existing ones existed. Three years in, your Zendesk is doing 60% of what your team needs, and the other 40% is held together with workarounds nobody documents. Self-diagnosis: Are agents regularly working around Zendesk rather than through it? Are SLAs missed in ways nobody can explain? Is your reporting unreliable? If yes, you have Zendesk debt.
What is the difference between Rescue and Implementation?
Rescue is for an existing Zendesk that’s broken or outgrown, 30 days, fixed price, redesign and rebuild of the parts that are costing you hours and CSAT. Zendesk Implementation is for teams new to Zendesk or migrating from another helpdesk, 4–6 weeks, full launch from architecture through to go-live.