Best Zendesk Partners in Australia and New Zealand (2026): 12 Ranked

The ranked list at a glance

Levels and certifications come from the directory's own data, and review counts from each live profile, read on October 30, 2026. "Not published" means we found no figure on the profile or the pages of the partner's site we read.

How we ranked them

We took every partner in Zendesk's directory data that offers Implementation and lists "Australia & New Zealand" under Region serviced: 12. Six give an Australian head office. We scored all 12 from each profile and the partner's own site. The rubric is the one from our global ranking of Zendesk implementation partners, word for word, so a score here matches the score the partner would get there. Each partner gets 0, 1 or 2 points on five criteria.

Ties are broken by review count, then by directory standing, then alphabetically. Directory standing uses the directory's own level data, never a badge a partner shows on its own site. The scoring rewards what a buyer can check before a sales call. It doesn't measure the quality of anyone's work, which you only learn from references and a pilot.

Which Zendesk partners in Australia and New Zealand do AI agent work?

1. Gravity CX: a fixed-scope six-week build and a monthly managed service, 9/10

Gravity CX, in Melbourne, serves only Australia and New Zealand. Its implementation page says "Four phases. 4 to 6 weeks. Fixed scope." plus 14 days of stabilization, with the fee "Quoted after the scoping call" and halved if you buy US$15,000 a year or more in licenses through Gravity CX. Its directory profile says: "We also deploy Zendesk AI agents, Copilot and Voice AI. We tune them against your real ticket data."

After launch, Managed Zendesk gives you a named senior consultant, a customer success manager, a monthly improvement plan and a quarterly roadmap review; the subscription isn't priced on that page, but the health check page lists it from about $12,600 a year (A$18,000). The same page links to a paid health check at a fixed price of about $700 (A$999). Our global ranking first scored Gravity CX on its timeline alone; that published price moves it from 8 to 9, here and, since October 30, 2026, there too. Of its 5 directory reviews, the newest, two months before our read, quotes Jamie Howe of The Bart Group: "The AI agent Gravity CX help us deploy didn't just take tickets off our plate, it gave our people a new career path."

Scores: standing 2, AI work 2, price or timeline 2, after launch 2, reviews 1.

Who runs it: Chad Susa, founder and Head of Service, who heads delivery, per Gravity CX's about page. The same page names Hugo Richard as Head of Growth, running sales and client scoping. Hugo Richard has posted 17 times on LinkedIn in the last 90 days, mostly about employee service and IT tooling, including how deflection differs from resolution.

Best for: teams of 20 to 100 agents moving to Zendesk or rebuilding it, with AI agents in the same project.

2. SuccessCX: AI agents tuned by the team that built them, 7/10

SuccessCX, also in Melbourne, has 24 directory reviews, the most of the 12. It holds Premier levels on both paths but not the AI Agents certification, so it gets 1 point for standing. Its AI agent consulting page opens with "We set up and tune Zendesk AI Agents for support teams across ANZ", says "The build team stays on after launch", and reports "Containment and CSAT weekly. Failed questions go back into tuning." It cites one client: at Eftsure, 68% of support chats are resolved by Zendesk AI Agents and "Only 14% now reach a person". Zendesk Assist is "a monthly support retainer" with a named specialist and hours reserved each month. No page gives a price or timeline, so that scores 0. One reviewer wrote, more than three years before our read: "After a disappointing experience with a previous Zendesk partner, I researched multiple partners around Australia." It ties Optimate on 7 and ranks ahead on reviews, 24 to 19.

Scores: standing 1, AI work 2, price or timeline 0, after launch 2, reviews 2.

Who runs it: Paul Bichsel, Founder and CEO, per SuccessCX's about page, which also lists Alver Tuazon as Director of Operations.

Best for: teams that already run Zendesk and want AI agents built, then tuned on a monthly retainer by the same people.

3. Optimate: the only published Zendesk implementation prices in the region, 7/10

Optimate, listed in Brisbane, started in New Zealand and merged with the Australian firm Evolution Marketing in 2024, per its merger announcement. Its Zendesk page lists offices in Auckland and Brisbane. It's the one partner of the 12 that prices Zendesk implementation on its site. The starter packages for teams of 1 to 10 cost about $320 for a one-hour health check, about $630 for a five-hour Silver package and about $1,250 for Gold (A$450, A$900 and A$1,800, each "NZD/AUD" before GST, so New Zealand buyers pay the same figures in their dollars). For teams of 11 to 200, its custom packages list Growth Launch at about $5,600 (A$8,000) over a recommended 3 to 4 weeks and Pro Launch at about $11,200 (A$16,000) over 4 to 6 weeks. That scores 2.

AI shows up only in general terms ("scale with AI"), which scores 1. After launch, the packages include one hour of go-live support, and its support page lists "New Managed Services" without a scope, which scores 1. It has 19 directory reviews. Broghan Judd, at a New Zealand energy and broadband retailer, wrote four months before our read: "The implementation was one of the smoothest we've seen - cutover went well, adoption was strong, and the results were immediate."

Scores: standing 1, AI work 1, price or timeline 2, after launch 1, reviews 2.

Who runs it: Tom Risbrook, founder and CEO, per Optimate's about page, which also lists Kaan Tavli as Practice Director for Zendesk and Baz Clark as GM Operations for Zendesk.

Best for: small and mid-sized teams in New Zealand or Australia that want a Zendesk setup at a known price before the first call.

4. SoftwareOne: Zendesk AI agents from a global IT group, 6/10

SoftwareOne's directory profile is listed in Oslo and covers all 13 directory regions, Australia and New Zealand among them. The profile says "SoftwareOne and Crayon are now one". It lists "Deployment of Zendesk AI Agents, chatbots, and automated workflows that resolve routine tickets", which scores 2, and end-to-end support "to ongoing training and support" without a defined scope, which scores 1. It holds a Premier Solution level, the AI Agents certification and 1 review. Nothing on the profile describes a Zendesk team in Australia or New Zealand, so ask where your project would be staffed.

Scores: standing 2, AI work 2, price or timeline 0, after launch 1, reviews 1.

Who runs it: The profile names no one, and we found no Zendesk team page on SoftwareOne's site.

Best for: groups that already buy software through SoftwareOne or Crayon and want Zendesk AI agents from the same supplier.

5. VLAN Technology: 18 reviews from Malaysia, 5/10

VLAN Technology, trading as VLAN Asia in Kuala Lumpur, lists Southeast Asia and Australia and New Zealand. Its profile says it was "the first Zendesk partner and reseller in Malaysia, active since 2017", and its about page says it was founded in 2003. Its Zendesk page lists "AI & Automation" in general terms and "Ongoing Improvement" without a scope, 1 point each.

It has 18 directory reviews. Dilhany Jayawardena wrote, 16 days before our read, that the team "designed and built a comprehensive knowledge base landing page in approximately three weeks". It holds the AI Agents certification at an Advanced Implementation level, which is 1 point.

Scores: standing 1, AI work 1, price or timeline 0, after launch 1, reviews 2.

Who runs it: Leadership isn't named on its site. Tenh Han Yang is Head of Technology, per LinkedIn, and several reviews name Han Yang as the project lead.

Best for: Australian or New Zealand teams with operations in Malaysia or Singapore that want one partner across both.

6. Unwired Logic: managed services from Japan and Bali, 5/10

Unwired Logic's listing gives Bali, Tokyo, Nagoya, Osaka and the US as locations, and its profile calls it a "multi-lingual Zendesk Premier Partner for the APAC Region" working in English, Japanese, Bahasa and Mandarin. Its profile says "We don't hand over a configured system and disappear", and its homepage sells managed services after go-live, worth 2. AI appears only as an operations, data and AI audit. It holds a Premier Implementation level without the AI Agents certification and has one review, almost five years old.

Scores: standing 1, AI work 1, price or timeline 0, after launch 2, reviews 1.

Who runs it: Aaron Farney, Director, per Unwired Logic's about page.

Best for: teams that support customers in Japanese or Bahasa as well as English.

7. IT BYTES: AI agent setup and paid Zendesk apps from India, 5/10

IT BYTES, in Dehradun, India, was founded in 2011, per its profile. Its storefront, helpdeskshop.com, lists "AI Agent Setup", ticket classification and GPT integration among its Zendesk services, which scores 2, and its implementation page offers "ongoing technical support and maintenance", covering troubleshooting, upgrades and new features, which scores 2. It has no directory level, one review and no service price, though its apps and themes carry list prices on the Marketplace. Manny K wrote, almost two years before our read: "They successfully migrated our data, workflows, knowledgebase from Kustomer to Zendesk."

Scores: standing 0, AI work 2, price or timeline 0, after launch 2, reviews 1.

Who runs it: Manish Kumar, CEO, per LinkedIn.

Best for: teams that want remote build work or a custom Zendesk app and can work across a 4.5 to 7.5 hour time difference.

8. Koda Support: a Sydney team that runs Zendesk for you, 4/10

Koda Support, in Sydney, was founded in 2021, per its about page. On its solutions page, Koda Central is a managed service: "Ongoing admin, sorted", with "Quality checks, reporting and continuous improvement baked in". That scores 2. Its Zendesk page describes AI in general terms (suggested responses for agents) and says AI agents can be switched on later "only when you actually need them", which scores 1. It also partners with Maven AGI, which sells its own AI agent. Its directory level is Advanced Implementation without the AI Agents certification, which scores 0.

It has 6 reviews. Chris Brogan, writing more than three years before our read from a UK client: "We're based in the UK and the team were so accommodating with Time Zone differences plus kept us in the loop at all times."

Scores: standing 0, AI work 1, price or timeline 0, after launch 2, reviews 1.

Who runs it: Lauren Summerfield and Ricardo Vega, co-founders and partners, with Wil Hines as partner, per Koda's about page.

Best for: Sydney fintech and high-growth teams that want a small firm to take over Zendesk admin month to month.

9. TELUS Digital: Zendesk inside an enterprise contact center operation, 4/10

TELUS Digital is an enterprise contact center operator listed in Las Vegas across all 13 regions. Its profile describes "combining Zendesk's extensible, AI-powered platform with our advanced CX and GenAI expertise" and says it "manages onboarding, configuration, integration, and post-launch optimization." Both are general, and it has a Premier Solution level with the AI Agents certification but no reviews. Start from its Zendesk page if you're also buying outsourced agents.

Scores: standing 2, AI work 1, price or timeline 0, after launch 1, reviews 0.

Who runs it: Tobias Dengel, President of TELUS Digital, per its team page.

Best for: large enterprises that want Zendesk, GenAI and outsourced contact center staff from one supplier.

10. Synergy Enterprise Solutions: a 24/7 support desk and government panels, 4/10

Synergy Enterprise Solutions, in Sydney, says on its about page that it has worked in service delivery since 1999 and is an approved supplier on NSW, Victorian and New Zealand government marketplaces. Zendesk is one platform among several. Its services page describes the strongest support offer in this pool: a "24/7/365 helpdesk via voice, email and chat", incident management with response and resolution SLAs, and "AI performance monitoring and tuning (intent, sentiment, knowledge, LLM optimisation)". That scores 2 after launch, but the AI tuning isn't tied to Zendesk AI agents, so AI work scores 1. With a Premier Solution level, no certification and no reviews, it ranks last of the three partners on 4.

Scores: standing 1, AI work 1, price or timeline 0, after launch 2, reviews 0.

Who runs it: Ian Sousa, CEO, per LinkedIn. Synergy's site names clients but not its leaders.

Best for: government agencies and councils in Australia or New Zealand buying through a procurement panel, and teams that need 24/7 cover.

11. Act XM: a CX research agency with a Zendesk practice, 3/10

Act XM, in Sydney, is mainly a Qualtrics partner. Its Zendesk page calls it "Your Zendesk Advanced Partner", but the directory shows no level for it, so standing scores 0. The page lists "AI-powered responses" and "AI chatbots" among implementation tasks, in general terms, which scores 1. Its ongoing advisory service covers "Proactive monitoring and updates to keep pace with Zendesk's latest features", workflow optimization and self-service, which scores 2. It has no reviews and no price or timeline.

Scores: standing 0, AI work 1, price or timeline 0, after launch 2, reviews 0.

Who runs it: Antonia Calvo, Managing Director, per LinkedIn. Act XM's site doesn't name its leaders.

Best for: teams that want Zendesk set up as part of a wider customer feedback or CX research program.

12. Automate My Store: Zendesk apps rather than implementation services, 0/10

Automate My Store, listed in Hong Kong, describes Zendesk apps (ticket merging, signatures, WooCommerce order details) and custom WordPress work on its profile and site, not implementation projects. We found no AI service, service price, timeline or post-launch offer, and it has no level or reviews.

Scores: standing 0, AI work 0, price or timeline 0, after launch 0, reviews 0.

Who runs it: Leadership isn't named on its site.

Best for: WooCommerce stores that want a Zendesk app.

Working with a Zendesk partner in Australia and New Zealand

Who's actually local. Six of the 12 have an Australian head office: three in Sydney, two in Melbourne, one in Brisbane. None has a New Zealand head office, though Optimate and Synergy run Auckland offices. When a profile lists 11 or 13 regions, ask where your consultant sits.

Time zones. Kuala Lumpur sits 2 to 3 hours behind Sydney and Dehradun 4.5 to 5.5 hours, so their working days overlap with yours; Oslo and Las Vegas sit across the night.

Data residency. Zendesk's Data Center Location add-on offers Australia as one of five hosting regions, alongside the US, the EEA, the UK and Japan. It's free on Suite Professional or higher, but it isn't turned on automatically: you ask your account representative or Zendesk support. There's no separate New Zealand region, so New Zealand teams that want local hosting pick Australia. Zendesk's article says service data processed by non-Zendesk services, Marketplace apps included, falls outside the add-on, so ask where data goes if a partner adds its own app or a separate AI agent, as Koda can with Maven AGI.

Currency and licenses. Gravity CX prices its implementation in Australian dollars and Zendesk licenses in US dollars, US$55 to US$169 per agent per month billed annually, per its implementation page. Optimate prices in Australian and New Zealand dollars before GST. Most of these firms also resell Zendesk, which is the incentive to watch: a reseller earns more on every license you add, whatever the AI resolves. Gravity CX's 50% discount for US$15,000 a year in licenses shows the mechanism, with the license margin paying for part of the build. A 10-agent team on Suite Professional at US$115 a month spends 10 × $115 × 12 = $13,800 a year, which crosses that line; add Optimate's Growth Launch at about $5,600 and the first year is about $19,400 before Zendesk's per-resolution AI charges, which our Zendesk AI pricing breakdown covers.

How the ANZ partners compare with the global ranking

Four of the 12 are in our global ranking of 31: Gravity CX (4th), SuccessCX (13th), SoftwareOne (24th) and TELUS Digital (30th). All four score the same here as there. Gravity CX's published health check price, found for this post, lifted it to 9 in both, level with the three global partners ranked above it on reviews. Of the other eight, only VLAN Technology holds the AI Agents certification the global filter started from.

What we check before an AI agent goes live on a partner-built Zendesk

Macha's team sets up AI agents inside Zendesk accounts that a partner often built first. Before an agent touches a customer, we run the same checks whoever did the build.

1. Field definitions against field values. We read the ticket field definitions, then the values on recent tickets. An agent can write dropdown, text and checkbox values, so stale dropdown options or a required field nobody fills in become the agent's problem too. If the account serves Australia and New Zealand under separate brands, we look for the brand or group that marks the market before anything routes on it.
2. Trigger conditions. We look for the exact conditions that should hand a ticket to an agent, because a broad trigger sends everything. Our own triggers use a tag-and-exclude pattern: add a unique tag when the trigger fires, exclude that tag from its conditions, and version the tag when the logic changes, so a ticket can't loop.
3. Macros and past tickets. Macros show what the team already says. About a month of past tickets shows what customers actually ask, and that decides which category to automate first. We replay past tickets against the agent before launch; our guide to test runs covers how.
4. Internal note or public reply. We confirm which one each agent writes. In safe mode, drafts land as internal notes and nothing reaches a customer until the team approves.

A partner who documents fields, triggers and tags makes all four checks faster.

Which one fits your situation?

On the last row: a partner earns its fee on migrations, routing and integrations more than on the AI layer alone. Your admin can build Zendesk's own agents with our Zendesk AI implementation guide, or an AI vendor's team can set its agent up inside your Zendesk; Zendesk AI agents vs a third-party agent compares the two. Macha, our product, is the second kind: AI agents that run inside the help desk a team already uses, set up and monitored by the Macha team. It fits teams already on Zendesk that want an agent built and tuned by the vendor, and it's the wrong fit for a migration or redesign. For hiring a partner, see our guide to choosing a Zendesk implementation partner and our cross-desk partner ranking.

Zendesk partners in other regions

We ranked Zendesk partners in these regions on the same five criteria:

• US
• UK
• France
• Germany, Austria and Switzerland
• Netherlands and Belgium
• Nordics
• Spain
• Latin America (Spanish-speaking)
• Brazil
• Middle East and Africa
• Southeast Asia

FAQs

Who is the best Zendesk partner in Australia?

On our five criteria, Gravity CX in Melbourne scores highest at 9 out of 10, with a published timeline and price, Zendesk AI agent work and a managed service. SuccessCX and Optimate follow at 7.

Is there a Zendesk partner based in New Zealand?

None of the 12 partners that list Australia and New Zealand gives a New Zealand head office in Zendesk's directory. Optimate began in New Zealand, merged with an Australian firm in 2024 and keeps an Auckland office, and Synergy Enterprise Solutions also has an Auckland office.

Which ANZ Zendesk partners hold the AI Agents certification?

Four of the 12: Gravity CX, SoftwareOne, TELUS Digital and VLAN Technology. Only Gravity CX is based in Australia. SuccessCX sets up and tunes Zendesk AI Agents without the certification.

How much does a Zendesk implementation cost in Australia?

Optimate publishes the only price list: about $320 to $1,250 for small-team packages and about $5,600 or $11,200 for its launches, before GST. Gravity CX publishes a health check at about $700. Everyone else quotes after a call.

How long does a Zendesk setup take with an ANZ partner?

Gravity CX publishes 4 to 6 weeks plus 14 days of stabilization, and Optimate 3 to 6 weeks depending on the package. The other 10 don't publish one.

<div class="docs-callout"><div><p class="docs-callout-title">Are you listed here?</p><p class="docs-callout-body">Partners and app makers can send corrections with a public source to [email protected]. We fix facts within a week. Scores follow the rubric above, not requests.</p></div></div>

How we researched this

On October 30, 2026 we took every partner in Zendesk's directory data that offers Implementation and lists Australia & New Zealand as a region serviced (12), read each profile on zendesk.co.uk in a real browser for review counts and text, and read each partner's pages linked above. Levels and certifications come from the directory's own data. SuccessCX, SoftwareOne and TELUS Digital keep their global scores; Gravity CX moved up a point on its health check price, here and in the global ranking. Unwired Logic and IT BYTES keep the scores from our Middle East and Africa ranking. We checked each firm's About page for a parent company, and none of the 12 is owned by a global integrator.

"Who runs it" lines come from each partner's own About or Team page where it names its leaders; otherwise we used MoltSets, a B2B people database, and wrote "per LinkedIn". Screenshots are homepages, except SoftwareOne's directory profile. Prices are shown in US dollars; prices published in other currencies were converted at European Central Bank reference rates of October 29, 2026. Partners change prices and timelines, so confirm before you sign. The scores are ours, applied by one reviewer to public pages only.

Disclosure: Macha makes AI agents for help desks. Nobody paid to be listed, we didn't contact or hire any partner, and Macha isn't a Zendesk partner and isn't ranked here.