Zendesk Rescue
Summarise with AI
Zendesk Rescue: rebuild a Zendesk you’ve outgrown.
For teams already on Zendesk, where Zendesk has become the problem: macros nobody trusts, routing nobody owns, reports nobody believes, and AI you’re paying for that nobody has switched on. We find the parts costing you hours and CSAT, rebuild only those, and put AI to work for your team and your customers, for one fixed price.
- Rebuild only what’s broken
- Fixed price, agreed up front
- AI for your team and your customers
- 14-day confidence guarantee
★ 5.0Zendesk Marketplace
400+health checks
Run by ex-Zendesk people
TodayYour Zendesk, three years in
Held together- RoutingThree rule sets fight over one ticketNobody owns it
- MacrosDuplicates and old answers agents avoidNot trusted
- ReportingTwo dashboards, two different CSATsNot believed
- AIPaid for, never switched on0% adoption
After the rescueThe same Zendesk, rebuilt
Documented- RoutingOne owner per queue, written downOwned
- MacrosConsolidated to the ones agents useCleaned up
- ReportingOne dashboard leadership trustsTrusted
- AIAnswering simple questions, drafting repliesWorking
Our customers
Trusted by 150+ support teams to fix the Zendesk they have
From instances three years in to teams that outgrew their setup, here is what they say about working with us.
“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“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“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“We train our store teams never to sound generic, and we wanted our chat to meet the same standard. Gravity CX helped us build a messaging experience that genuinely sounds like Jo Mercer. It now handles around 30% of our enquiries, so our team can spend their time on the customers who need us most.”
Jane BassettCustomer Experience Manager · Jo Mercer1 / 11
The Zendesk debt pattern at 20–100 agents
Zendesk didn’t break. It drifted.
It was set up by someone who has since moved on. The team grew. New rules went on top of old ones, a consultant added macros, and someone built triggers because nobody knew the existing ones were there. Sound familiar?
Agents work around Zendesk, not through it.
Side spreadsheets, Slack threads and copy-pasted replies.
Routing nobody owns.
Rules stacked on rules, and triggers that fight each other.
Hundreds of macros, few trusted.
Duplicates and outdated answers agents quietly avoid.
Zero AI, while the queue keeps growing.
The AI in your plan is switched off, so people answer every simple question by hand.
SLAs missed in ways nobody can explain.
The breach shows up; the reason doesn’t.
Reports nobody believes.
Two dashboards, two different numbers.
Three years in, your Zendesk does 60% of what your team needs. The other 40% is held together with workarounds nobody documents.
Why a rescue
You don’t need a re-implementation. You need a rescue.
Someone walks in, finds the parts that are costing you hours and CSAT, and rebuilds only those. Everything that already works stays.
Starting again
A full re-implementation
- Rebuilding the parts that already work.
- Retraining the whole team on everything at once.
- Ticket history and reporting disrupted mid-flight.
- A bigger bill for problems you didn’t have.
Zendesk Rescue
Fix what’s broken, keep what works
- A senior consultant diagnoses every routing, trigger, macro, SLA and reporting problem.
- A new design for only the broken parts, approved by you.
- The rebuild tested before it touches real tickets.
- A documented instance handed back to your team.
Nothing goes live without your sign-off.
AI, put to work
From zero AI to AI that pulls its weight.
Most Zendesk instances we rescue have AI on the plan and none of it switched on. We set it up two ways, on the clean foundation the rescue gives it.
For your team
AI that helps agents work faster
Inside Zendesk, beside every ticket.
- Replies drafted from your macros and help centre, ready to edit.
- Long threads summarised, so nobody reads the whole history.
- Tickets triaged by intent, language and sentiment, then routed.
- The right macro and article suggested at the right moment.
Zendesk Copilot, tuned to your workflows.
For your customers
AI that resolves their questions
Answers in seconds, any hour, in any channel.
- Common questions resolved from your own help centre, end to end.
- A clean hand-over to a person, with the conversation attached.
- Grounded in your content, so it says what your team would say.
- Resolution measured, so you see what it handles and what it doesn’t.
Zendesk AI agents, trained on your content.
380tickets auto-resolved a week at REIQ, with no agent touch
3,656tickets handled by AI at REIQ in three months
~312hours back to REIQ’s team every year
“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 GroupWhat changes
A Zendesk your team works through, not around.
Routing that makes sense
Routing logic redrawn, so every ticket lands with the right person and every queue has an owner.
RoutingGroups
Macros and triggers you can trust
Consolidated, rebuilt and documented, so nobody builds a second one by accident.
MacrosTriggersAutomations
Reporting leadership believes
Reporting cleaned up and dashboards reset: one version of the numbers.
ExploreDashboards
SLAs you can see and hit
Policies and business hours that match how you work, with breaches flagged before they happen.
SLAsViews
−15%ticket volume
−10%first response time
+22%SLA adherence
What we move on a typical Rescue.
How it works
Four phases. Your sign-off at each one.
- Phase 1
Health check
A senior consultant and our automated health check surface every routing inefficiency, broken trigger, dead macro, missed SLA and reporting gap.
You getA written diagnosis, with fixes ordered by impact.
- Phase 2
Redesign
A new design for the broken parts: routing redrawn, triggers and automations rebuilt, reporting cleaned up, and where AI will help your team and your customers.
You getA redesign you approve before any change goes live.
- Phase 3
Rebuild
We build, test and deploy the approved changes, and switch on and tune the AI on real tickets, without stopping your team’s day.
You getThe rebuilt parts live, tested on real tickets.
- Phase 4
Handover
Documentation and the Admin and Exec Playbook, handed to your team. Managed Zendesk can carry the work on, month to month.
You getAn instance your team can run, and knows how.
The engagement
One engagement. One fixed price.
Zendesk Rescue
Fixed price
Quoted after the scoping call, once we’ve seen your instance. Every setup is different, so the scope is yours, not a template.
- Nothing goes live without your sign-off.
- A full refund if it isn’t right for you within the first 14 days.
- Premium Support for 12 months.
Everything that’s included
- Full diagnostic health check with a named senior consultant
- Macro consolidation audit
- Routing and trigger rebuild
- AI set up for your team and your customers
- Reporting cleanup and dashboard reset
- Admin and exec handover playbook
- Premium Support included for 12 months
- 14-day confidence guarantee
Bonus, free: the Admin and Exec Playbook, the Training Library and the AI Optimisation Playbook.
Is this for you?
The right fix for the right team.
Rescue fits if
- You’re already on Zendesk, with 20 to 100 agents.
- Agents work around it, SLAs slip, or nobody trusts the reports.
- You’re paying for Zendesk AI and haven’t switched it on.
- You want the broken parts fixed, at a price you know before you start.
Something else fits better if
- You’re not sure what’s wrong yet: start with the A$999 health check.
- You’re not on Zendesk yet: see Zendesk implementation.
- You want someone to run Zendesk for you each month: see Managed Zendesk.
Teams we’ve rescued
From fighting Zendesk to running it.
- Three regional teams, one instance fighting them
- Diagnosed and rebuilt
- 79% faster EU first reply
“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“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea
Questions we get on the call
Before you book
- What AI do you set up?
Two kinds. For your team, AI inside Zendesk that drafts replies, summarises long threads and triages tickets by intent. For your customers, AI agents that resolve common questions from your help centre and hand over to a person, with the conversation attached, when they can’t. We switch on what fits your plan and your volume, and measure what it resolves.
- 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: a 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: a full launch from architecture through to go-live.
Book a scoping call
Tell us where Zendesk hurts. We’ll draft the rescue plan.
We’ll go over how your support runs today, look at what’s costing you hours, and tell you in plain English whether a rescue is the right fix.
You will get a calendar invite with a video link straight away.
- A scoping call on how your Zendesk runs today.
- A written rescue plan and a fixed price.
- The health check starts the engagement.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
