Contacting Zendesk Customer Support

Fastpath: Support > Help

Note: We’re changing the Zendesk customer support experience starting in October 2021. For more information, see Announcing changes to the Zendesk customer support experience.

When you need help on using Zendesk products, there are several options you can use for contacting Zendesk Customer Support. This article contains the following topics: 

• Option 1: Contacting Zendesk Customer Support from within your account
  • From a Support account
  • From a Chat account
  • From a Sell account
• Option 2: Submitting a ticket from the Help Center
• Option 3: Adding comments to articles
• Option 4: Asking the community

Option 1: Contacting Zendesk Customer Support from within your account

Note: You can contact customer support from within your Support or Chat account only if your account language is set to English. If your account is not set to English, clicking the Help tab will bring you to the Help Center. You can use Option 2 to reach Zendesk.

From a Support account

1. In the upper right corner of any Support page, click your Avatar.
   
2. Click Help.
   
3. Click through to see common troubleshooting topics, or get information on features. Click Get help at the bottom right to contact Zendesk.
   
4. Select a topic you need help with and click Get help.
5. Type a question in the search field ( ) to see answers to frequently asked questions (FAQs), or click Live chat to reach an agent.
   

From a Chat account

1. Click your avatar in the upper right corner of your Chat account.
2. Select Help & feedback.

   

3. Select a help option.

   

   Help options vary depending on your plan level. For details, see Compare plan features for Chat.

From a Sell account

1. Click your avatar in the upper right corner of your Sell account.
2. Click, Get help
   
3. The Zendesk Help Center opens up. Sign in to the Zendesk Help Center with a registered agent email address. If you don't know what is your agent email address go to Manage > Profile in Sell.
   Note: The Zendesk Help Center is a different instance from your account and the credentials may differ. If you have never signed up for an account in the Zendesk Help Center or you forgot your password, see this article: I can't log into the Zendesk Support Help Center. Note that to get help from the Zendesk support team, you need to use the email address of a registered agent of your account. For more information, see Zendesk identity verification.
4. Click the Get help button in the lower right corner.
5. Interact with Answer Bot for help finding an answer. For best results, ask Answer Bot a question.
6. Click Leave a message and fill in the requested details.

An additional way to contact Zendesk Customer Support from your Sell account is to click on the Chat icon on the righthand side of your dashboard. Once in the chat, you will be connected with an agent.

To start a chat

• Select your subdomain below and click Go to account, then select the topic of your question to start a chat.

Choose subdomain

.zendesk.com Go to account

Do not navigate away from the page once you've requested a chat as this may reset your position in line. For more tips on avoiding disconnection, see How can I avoid being disconnected when chatting with Zendesk Customer Support?

Option 2: Submitting a ticket via the Help Center

To get help

1. From any page on the Zendesk Help Center, click the Get help button in the lower right corner.

   

2. Interact with Answer Bot for help finding an answer. For best results, ask Answer Bot a question. 

   

3. If you are signed in to the Zendesk Help Center, after interacting with Answer Bot, you will see the option to Get in touch. This will allow you to submit a ticket if you couldn't find what you were looking for via Answer Bot. 

Option 3: Adding comments to articles

If you have questions about a particular feature or Help Center article, you can add your comments or questions to articles in the Zendesk Help Center.

To add a comment or question

1. Open an article in the Zendesk Help Center.
2. Scroll to the end of the article and Add a comment.

   Members of the Zendesk Customer Support team monitor these articles for comments and provide answers to your questions.

Option 4: Asking the community

For help from Zendesk experts, post your questions to the Zendesk Community. The community is a great location for trading ideas with other Zendesk users and finding the latest information from Zendesk.