We’ve evolved 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 we’ve changed.
This announcement includes these sections:
Meet us on Messaging
Beginning in August 2021, Messaging will be the primary way for you to reach out to our team so you can get richer real-time support. Don’t worry, none of these changes will interfere with how you use Zendesk products, but they will improve how you get help and guidance going forward.
Messaging makes it easier to stay in touch with the Customer Support team to get help faster and answer your questions as quickly as possible without losing context.
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.
Beginning in August 2021, customers can reach us through the following channels:
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:
- Click your profile Avatar in the upper right hand corner of any product.
- 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.
Don’t worry about getting disconnected, because 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.
Option 2: Search our Help Center and ask your peers in the Community
We’ve refreshed all of the content on our Help Center including our Community, retiring irrelevant or out-of-date items to leave you with the most up to date and accurate versions to navigate through.
For help from Zendesk experts, post your questions to the Zendesk Community. The community is a great location for trading ideas with other users.
Option 3: 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 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 Zendesk 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 reach us before August
We’re here if you have any questions or need additional support.