We’re evolving our customer support experience to serve you better. When you need help with your Zendesk products and services, we’re here for you. This announcement explains what’s changing.
This announcement includes these sections:
Meet us on Messaging
In October, messaging will be the primary way that we provide support to all of our customers. We believe messaging will make your experience and communication with our Customer Support team smoother than with email, webforms, phone, and chat options, which we will no longer be using as the primary way to contact us. With messaging enabled, many of our customers will be able to get responses from our Customer Support team faster and more easily wherever and whenever they need them.
If you don't have the time to resolve your issue in one sitting, you can always come back to it when it's convenient for you (just like email), without having to re-start the conversation—your entire conversation and context will still be right there. You also won’t have that frustrating chat or phone experience of having to repeat yourself if you accidentally close your browser window or don’t have time to complete the conversation.
From the messaging channel, there’s also the option to transfer your conversation to another channel, if needed, although we'll be aiming to resolve your issue from within the messaging widget.
Understanding how your tickets are affected
We're starting fresh with a new account. As part of this move, your active tickets with Zendesk Customer Support are moving with us, and will remain available. However, your ticket history from contacting Zendesk Customer Support will be removed from your user profile on October 21, 2021. You should also have emailed transcripts of all of your historical tickets in your inbox until expiration in accordance with your email provider’s retention limit or policy.
If you’d like to save any of your inactive tickets, follow these steps before they are closed on October 21, 2021.
- Navigate to the My Requests section in the Zendesk Help Center for a list of all your historical tickets.
- Click a ticket you want to preserve.
- From the file menu of your internet browser, choose Print and save or export the page as a PDF.
Repeat steps 2-3 for each of the other tickets you want to preserve.
Logging into the Zendesk Help Center after roll-out
After we roll out our new customer support experience, you must create a new password for your Zendesk Help Center account. You must do this before you can log into the Zendesk Help Center. If you don’t, your login attempts will fail.
Everything that you are following in the Zendesk Help Center (articles, sections, community content, and users) will still be visible from your user profile after the roll-out. You will still receive email notifications about any content or users that you’re following.
To log into the Zendesk Help Center after roll-out
- Follow the steps described in How to create a Zendesk Help Center account. Click Get a password! instead of Sign up.
We’ve already met!
The best customer experiences are driven by personalization, so when you reach out to us, we’ll recognize you and will collect details about your question or issue upfront to match you with the best support possible.
In October, you can reach us through the following channels:
Option 1: Contacting Customer Support from within a Zendesk product
You’ll be able to ask for Zendesk help directly from your account by performing these two steps:
- Click your profile Avatar in the upper right-hand corner of any product.
- Click Get help to see common troubleshooting topics, or get information on features.
You'll be greeted by Z Bot, a chatbot that can answer many of your questions about Zendesk instantly. For best results, ask Z Bot a question or describe your issue as a complete sentence.
While we believe that you'll often find what you need by talking to Z Bot, you will still be able to easily reach our Customer Support team or your account representative. Just tell Z Bot that you need human assistance and it will route you through to an agent.
Don’t worry about getting disconnected. With continuous conversations, you can leave the conversation and remain confident that you can pick it up again later or get a notification when a response has been provided.
Since we will be using messaging, you will be able to come back to the same page and view the conversation at a later time. You will also be able to browse through the different conversations that you've previously had with our team. If you need help with a different issue or if you have a different question, you can use the New Conversation button:
Option 2: Searching our Help Center and asking your peers in the Community
We will refresh all of the content on our Help Center including our Community, retiring irrelevant or out-of-date items leaving you with the most up-to-date and accurate versions to navigate through.
Use the Zendesk Help Center to browse for information or search for an answer to your question. For more information, see Welcome to the Zendesk Help Center (support.zendesk.com).
For help from Zendesk experts, post your questions to the Zendesk Community. The community is a great location for trading ideas with other users.
- Sign in to your Zendesk Help Center account.
- Head to the community home page to browse topics.
- Ask your question by creating a new post.
Alternatively, you can leave a comment and ask for help on articles published in the Help Center. For detailed instructions, see How to comment on an article or post.
If you are looking for training on how to use different Zendesk products, visit our free on-demand training.
Prioritized, personalized, and proactive coverage available through Premier
The customer support and success resources we provide every Zendesk customer are great. We’ve also made ramping up easier with free on-demand training, but we know that many customers still need additional help from us.
Zendesk Premier plans are available in English and provide increased coverage from our Customer Support team. These paid offers also include response-time guarantees (or Service Level Objectives), platform uptime guarantees (Service Level Agreements), 24/7 support, and tailored proactive monitoring.* You can learn more about Premier plans here.
If getting help with your Zendesk products is business and mission-critical, and you need this level of expertise and guidance to ensure you and your teams can navigate your CX operations smoothly, ask your Account Executive, Success Manager, or Customer Support about Premier.
*Available for Premier Support and Premier Enterprise.
How to contact us now
For information about the current methods for contacting the Zendesk Customer Support team, see Contacting Zendesk Customer Support.
How is messaging different from Chat?
Messaging conversations can be asynchronous or live. For example, you can start a conversation with us, speak with an agent, close your browser, and come back three days later to your conversation. Our updates will be right there for you to read. You can also speak with an agent immediately if that's what works best for you. Messaging lets us capitalize on both the asynchronous, long-form nature of email and conversational, real-time messaging. When you’re working with a Zendesk Customer Support agent, you’re also welcome to request an email follow-up or a callback.
Contrary to Chat, with messaging, you don’t need to worry about getting disconnected. You can leave the conversation at any time and pick it up again later or simply ask to be notified via email when an update has been provided.
Will this change affect my customers or support workflows?
This change does not affect your Zendesk account or features. This change will just improve the way you get help from the Zendesk Customer Support team. If you’re interested in learning more about messaging for your own business needs, see How can I learn more about messaging?
How can I learn more about messaging?
We recommend reading our introduction to Zendesk messaging to get the basics. Once you’re ready to explore messaging for your own business, start a free trial or follow our guide to Enabling Zendesk messaging.
Where will the widget be accessible?
You will be able to interact with the widget from within your Zendesk account (across all products), the www.zendesk.com website, the support.zendesk.com Help Center, the developer documentation, and the mobile app.
How can I contact Zendesk Customer Support if I have multiple issues or queries?
We'll be using the Conversation List feature, which allows you to have multiple conversations at the same time. You won’t have to resolve one question before moving to the next one. You can control the number of conversations you have going simultaneously, and you can open a New conversation to ask a new question:
Will I be able to upload attachments into my conversations?
Yes, you will be able to upload attachments into your conversations with our team via the widget.
Can I restrict which agents can contact Zendesk Customer Support?
We’ve built Z Bot to tailor answers to the user who is asking the question. For example, your agents will be redirected to contact an administrator if they ask about a setting that only an admin can edit. However, at launch, we won’t be limiting access to the widget, Z Bot, or our team of agents. We appreciate hearing your feedback on this and encourage you to share in the comments.
How will I contact Zendesk if I can’t log in to my account?
The widget will be available to you in a number of places (see Where will the widget be accessible?), so if you are unable to log in to your own Zendesk account, you’ll still have options for getting in touch. If there is a technical problem with Zendesk messaging, we will proactively provide alternative methods for you to contact us.
How do I contact the Premier team?
To contact your Premier Support team, follow the instructions you were given during your Premier onboarding.
Can I use the same sign-in methods to the new Help Center?
You can continue using the same options to sign in to the new Help Center. If you use a social or business account SSO (Gmail, Facebook, or Twitter) option, nothing will change and you can continue to use the same email address for your Zendesk Help Center account. If you usually log in with a username and password, you must create a new password for your Zendesk Help Center account. For more information, see Logging into the Zendesk Help Center after roll-out.