Zendesk migration
Summarise with AI
Salesforce Service Cloud-to-Zendesk migration: done by people who know both.
Service Cloud to Zendesk is the most complex migration we deliver. Custom objects, flows, validation rules and years of customisation get translated, not lifted and shifted. We redesign as we migrate, so your routing gets simpler, not more complicated.
- Redesigned, not lifted and shifted
- Salesforce CRM can stay, synced both ways
- No downtime at cutover
- Fixed price after a free scoping call
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
Salesforce
Zendesk
- Cases and activity historyTickets
- Accounts and contactsOrganisations and users
- Omni-channel routingSkills-based routing
- Knowledge and data categoriesHelp centre
- SLAs and entitlementsSLA policies
- Flows and validation rulesTriggers, automations and apps
Our customers
Trusted by 150+ support teams to move to Zendesk
From one inbox to three markets, teams who moved to Zendesk with us say it went smoothly. Here is what they say.
“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 · REIQ
Why it’s the most complex move
Every Salesforce instance is one of a kind. We translate it.
Salesforce
Built up over years
A CRM first, with support built on top and customised as you grew.
- Custom objects and lookups around every case.
- Flows and validation rules nobody wants to touch.
- Changes wait for a Salesforce admin and a deploy.
Zendesk
Rebuilt simpler
What your flows were trying to do, without the years of complexity.
- Skills-based routing in place of omni-channel.
- Triggers, automations and apps where they’re needed.
- Changes your own admins make, the same day.
The decisions we walk through with you
- What to redesign, what to migrate
- Which custom objects come across
- Salesforce CRM ↔ Zendesk sync
- The routing model
Why teams move
Three reasons to leave Service Cloud, and when not to.
Agent experience
Service Cloud feels heavy for agents who don’t need every tab.
Cost at scale
Per-seat licensing gets expensive for high-volume support.
Speed of change
No admin queue or deploy cycle: Zendesk changes are self-serve.
Stay on Service Cloud if CRM and support run tightly together, your service team is small beside a large sales team, or you’ve invested deeply in Salesforce-native automation. We’ll tell you so on the scoping call.
How a migration runs
Checked by a person, at every step.
- Step 1
Scope and map
A free look at your instance, then Salesforce mapped to Zendesk, with what to redesign.
You getA fixed price and a mapping.
- Step 2
Test migration
A sample of your cases moved first, for your team to check in Zendesk.
You getNo surprises on the day.
- Step 3
Migrate and cut over
The full move, then a final sync of anything new, so support never stops.
You getNo downtime.
- Step 4
Validate
Counts and samples checked against Salesforce, and the CRM sync confirmed both ways.
You getProof nothing was lost.
Questions
Service Cloud to Zendesk, answered
- Why is this the most complex migration you deliver?
Salesforce Service Cloud’s data model custom objects, flows, validation rules, and years of over-customisation all need translating, not lifting and shifting. Every Salesforce instance is essentially one-of-a-kind. You can’t template this migration; you have to understand what Salesforce actually does before you can rebuild it in Zendesk.
- Do we have to rebuild all our Salesforce automations in Zendesk?
No, we redesign as we migrate. Salesforce automation patterns often carry years of accumulated complexity, creating an opportunity to simplify. The output is Zendesk automation that does what your Salesforce flows were trying to do, not a direct port that brings the complexity with it.
- Can we keep Salesforce CRM while moving support to Zendesk?
Yes, this is the most common outcome. Sales stays in Salesforce, support gets Zendesk. We configure the native bidirectional Salesforce CRM ↔ Zendesk integration so customer data flows in both directions.
- Why is the price only fixed after scoping for this migration?
Salesforce instances are one-of-a-kind; we can’t give you a fixed price without seeing what you’ve built. The scoping call is always free. Once we’ve seen your instance, we can scope it precisely. For every other migration, we offer a fixed price upfront; for Service Cloud, the scoping call is part of the process.
Other migration paths
Moving from somewhere else?
HubSpot Service Hub to Zendesk
Support moves to Zendesk; HubSpot can stay your CRM, connected natively.
Jira Service Management to Zendesk
Customer-facing support moves to Zendesk; Jira stays for engineering, synced both ways.
All migration paths
Seven paths into Zendesk, and the help centre on its own.
Book a call
Ready to scope a Service Cloud migration?
We’ll map your Salesforce data model, scope what to redesign and what to migrate, and give you a fixed price.
You will get a calendar invite with a video link straight away.
- A call about your Salesforce instance and your team.
- What to redesign and what to migrate, scoped.
- A fixed price and a written plan.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
