Announcing changes to the Zendesk customer support experience

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18 Comments

  • DJ Jimenez

    Option 1: Contacting Customer Support from within a Zendesk product

    You can seek Zendesk help directly from your account by following these two simple steps:

    1. Click your profile Avatar in the upper right hand corner of any product.
    2. Click Help and this will launch your new messaging experience.

     You can self-serve right there, or we can connect you with someone at Zendesk to help you get the best support possible and the fastest resolution.

     

    Is it possible to restrict which agents can use this help feature? We would restrict this feature to admins only for 2 reasons:

    • Our Zendesk admin team should be looped in for any and all issues related to Zendesk
    • The Zendesk admin team is the first line of support for issues / inquiries questions due to how we customized the instance. This speeds up our resolutions and keeps messaging  about the instance consistent
    6
  • Mark Powell

    This style of support really does not meet the needs of a business to business customer with complex queries about the product/service. We need a proper enterprise solution that uses email/ticketing system; we don't have time to "chat" to a representative all day. We need to be able to create a ticket and have it worked on while we are able to continue with our own work. Please do not neglect how you used to support your customers so successfully in the past!

    9
  • CJ Johnson

    If I'm reading this correctly, this means that you will no longer be utilizing email or forms for any Support requests, unless an account pays for Premier support, is that correct? 

    And there is now no reply time SLA for *any* level of Zendesk support, is that correct? 

    0
  • Kelly Danner
    Zendesk team member

    Hi CJ Johnson -

    Reply Time SLAs are available with all of our Premier plan subscriptions - that won't change at all. You can check out those plans above and in the link to the website, or you can contact your sales representative for additional information.

    Email and forms will be used, but much more rarely. Your primary way to get in contact with us will be over messaging. From that entry over messaging, we may do a channel switch to email or phone, but we'll be shooting to resolve your issue right within the widget. Email and forms have served us well for many years, but we're excited about the opportunity for authentication and rich, conversational experiences that messaging bring.

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  • CJ Johnson

    Kelly Danner Can you clarify how messaging has better authentication that email and forms requiring email? 

    Edit: Just as an additional note, you actually cannot actually check out SLAs for Premier plans above or in the link to the website.

    0
  • Kelly Danner
    Zendesk team member

    Thanks for your feedback, Mark Powell. One of the things that we love about messaging is that it can be asynchronous or live. You can jump on to start a conversation with us, a ticket is created, and you can come back 3 days later - your conversation AND our updates will be right there. So we get to capitalize on both the asynchronous / long form nature of email, and the conversational, fast, easy real time messaging. Once you're there, you can also feel free to ask us to switch over to email to continue working with you - we'll be happy to join you over email. The benefit of in-product messaging as a starting point is that we can have that actual authentication that tells us who is contacting us from within an authenticated location. We are going to be looking to collect customer feedback post-live, and will be eager to hear what you think.

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  • Kelly Danner
    Zendesk team member

    Hey DJ Jimenez - We won't be limiting access at this time, because we know that so many users who do need support from Zendesk don't have permissions as Admins (such as report writers, support managers, etc). We are looking ahead to implementing a feature to redirect agents to work with their admins first, but that won't be ready right away. Thanks for the feedback!

    -3
  • Mark Powell

    Kelly Danner Our feedback is that we just want to keep using ticket forms because they give us the all flexibility and consistency that we need for enterprise technical support. This may not be considered "how it's done in 2021". I can see how Messaging is good for quick queries, but with a strong bank of Zendesk admin experience we often resolve these kinds of issues ourselves. It's the complex issues that we need to use ticket/email for and we do not want to hear that will be removed/replaced in the near, or long-term, future.

    5
  • CJ Johnson

    Another big downside is that when you have multiple issues occurring, you cannot just file multiple tickets, now I have to wait for the chat to wrap up with issue #1 before I can do anything about issue #2. 

    2
  • Kelly Danner
    Zendesk team member

    CJ Johnson - Thanks for the question - we'll be using the Multi Conversations feature, so that you can have a conversation going with Sales, a conversation with Advocacy about Explore and another conversation going with Advocacy about Support triggers, all at the same time. No need to wrap up Issue 1 before working on Issue 2 - you're in control of the number of conversations/tickets you have going simultaneously. You can see documentation on that feature here

    Mark Powell - Thanks for the feedback. We are laser focused on enabling a frictionless way for you to receive support on complex technical queries as well as simple account changes. That path will include switching to email whenever you ask, and continuing with asynchronous ticketing.

    -1
  • Mark Powell

    Kelly Danner Ok, thanks. We would still like to retain the traditional way of raising a ticket, with a ticket form. This is the frictionless method for us, rather than going through Messaging and then having to ask to be switched to email.

    1
  • C.W.Holeman III

    This is a truly awful announcement. Chat is the least effective method of communication for us with your organization. I am often able to resolve something on a call in 3 minutes, after wasting an hour in a chat. Not to mention the lack of real tickets!

    I regularly have chats drop out, not connect, etc. etc. If this is going to be the only way to contact your technical support (a several-times-a-week activity) we may have to start looking around at other solutions.

    This is appalling.

    5
  • Kelly Danner
    Zendesk team member

    C.W.Holeman III Thanks for providing this feedback on your experience with Chat. We're aware of the chats dropping, not connecting, misrouting. Our implementation of messaging should resolve these issues, which we know are very disruptive to you receiving quality service. 

    Your feedback on Chat as a less effective channel is a new perspective, and I thank you for sharing. Our data shows that Chat consistently has a higher CSAT, shorter time to resolve, and faster first response time than every other channel. We're looking to our messaging implementation as just one change to continuing to improve in all of these areas. And while we're leveraging messaging, we will still empower our teams to always switch to phone or email if those are the best channels to resolve your issues quickly. 

    -2
  • Nisee Jeans

    Maybe the reason your data shows that Chat consistently has a higher CSAT, shorter time to resolve, and faster first response time than every other channel is that you are ignoring your other channels. My channel preference is email. For the past year and a half, Zendesk has had beyond horrible response times on the email channel. I have waited for 7 days before the first response on one Ticket and 14 days before the first response on another Ticket. Follow-up responses are not necessarily timely either. It seems a bit backwards coming from a Support company marketing all the channels you support for users to utilize. 

    3
  • C.W.Holeman III

    Kelly Danner,

    If this is The Way going forward that tells us that you don't believe in your own ticketing system. (Yikes!)

    As things stand now, anytime a ticket gets more than very, very simple, it gets converted into a standard ticket. So it's kinda obvious that those would have longer resolution times. (Or did you take that into account?)

    As both an admin & someone who works in the queue all day, having that chat popup in my way on Every. Single. Tab. is really annoying. But if you pop it out into its own tab, the total lack of a visual indicator on the tab when a response comes in means that I often don't notice when a response happens. Then the chat times out & I have to start all over again.

     

     

     

    2
  • CJ Johnson

    It looks like the new plan is to insist that only admins can reach out, but leave it available to everyone. I was sent this big scripted response today, I *am* an admin so it's extra frustrating. It's also very unclear why I have to provide my email and domain every time I chat in, when I am doing so from a connected, signed in account. 


    >Thanks for waiting, CJ. As per checking, the subdomain you provided shows that you're not an admin or the owner of this account. We ask that all non-admins or owners work first with their internal admin that maintain their Zendesk instance. This is the best way for you to get support, as your admin team knows the custom fields and system configuration in your instance, and has the permissions to make settings changes and review configuration.

    0
  • Amie B

    What happens in the event where the Zendesk support platform is not available because Zendesk is down. It makes live chatting for help a little impossible. 

    Zendesk was inaccessible yesterday across multiple pods and I had to revert to using the ticket form to submit a request for the issue. 

    0
  • Kelly Danner
    Zendesk team member

    Hey, great question Amie B. We will have paths for you to use messaging on our website, as well as right here on the Help Center, without having to log in. It's a major priority for us that you're able to get in touch fast when you're having a system accessibility issue, and a big focus area for us. Thanks for asking!

    0

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