Zendesk migration
Summarise with AI
Zendesk-to-Zendesk consolidation: one instance, every brand.
You’ve ended up with two Zendesks: an acquisition, a team that set up its own, or brands that grew apart. We consolidate them into one Zendesk that does multi-brand properly, with ticket history, agents and help centres kept.
- Full history from both, deduplicated
- Multi-brand done properly
- No downtime at cutover
- Fixed price, live in 4 to 6 weeks
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
Two instances
One Zendesk
- Tickets from bothMerged, history kept
- Users and organisationsDeduplicated
- Agents and rolesReconciled
- Macros, triggers, automationsAudited and consolidated
- Help centresMerged or kept per brand
- Explore dashboardsRebuilt across both
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
Multi-brand, done properly
Each brand feels like its own. One Zendesk runs them all.
Two instances today
Twice the work
Every change made twice, and still out of step.
- Two sets of licences and admins.
- Reporting split across two datasets.
- Integrations wired to both, firing twice.
One Zendesk
One instance, every brand
Shared infrastructure, separate brands.
- Routing, forms and views per brand.
- Lower licence cost and simpler admin.
- One source of truth for reporting.
The decisions we walk through with you
- Which instance survives
- Help centres merged or per brand
- Macros and triggers to keep
- Routing per brand
How it happens
Five ways teams end up with two Zendesks.
An acquisition
You bought, or were bought by, a company already on Zendesk.
Internal politics
IT set one up; another team set up a second to escape it.
Brands that grew apart
Each brand ran on its own and never moved across.
A re-implementation that stalled
Zendesk two was meant to replace Zendesk one; both stayed live.
A regional split
APAC and EMEA each ran their own; now you want one global view.
All five are fixable.
How a consolidation runs
Checked by a person, at every step.
- Step 1
Map both
Both instances audited side by side: what survives, what merges, what goes.
You getA design you sign off.
- Step 2
Test migration
A sample from the second instance moved first, for your team to check.
You getNo surprises on the day.
- Step 3
Merge and cut over
The full move with duplicates resolved, then a final sync, so support never stops.
You getNo downtime.
- Step 4
Validate
Everything checked against both sources before anything is switched off.
You getProof nothing was lost.
Questions
Zendesk consolidation, answered
- How do companies end up with multiple Zendesk instances?
Three common paths: an acquisition in which both companies had Zendesk; one team set up a second instance because the first was “politically blocked”; or multiple brands that grew separately and never consolidated onto a single platform. All three are fixable.
- What does Zendesk multi-brand actually look like when done properly?
With a single instance and separate routing per brand, brand-specific ticket forms, views, and reporting, each brand’s support looks and feels like its own but runs on shared infrastructure. Lower Zendesk licence cost, simpler admin, and a single source of truth for reporting.
- What gets preserved in a Zendesk-to-Zendesk consolidation?
Ticket history, agent setup, knowledge base, metadata, tags, and assignee history zero data loss. We validate all migrated data against the source instance before decommissioning anything.
- How long does a Zendesk consolidation take?
4–6 weeks. The timeline is driven by data volume, configuration delta between instances, and whether the primary instance needs a rebuild as part of the consolidation. We scope the specifics before committing to a timeline.
Other migration paths
Moving from somewhere else?
Intercom to Zendesk
Conversations become tickets, without losing context, and Operator bots become Zendesk AI agents.
Freshdesk to Zendesk
One of the cleanest moves: Freshdesk’s automation model is close to Zendesk’s.
All migration paths
Seven paths into Zendesk, and the help centre on its own.
Book a call
Got two Zendesks? Let’s make it one.
We’ll map both instances, confirm what history and setup to carry over, and give you a fixed price.
You will get a calendar invite with a video link straight away.
- A call about both instances and your brands.
- The consolidation mapped and 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
