At Zendesk, we know how important it is to get the right support right when you need it. In our ever-changing world, answers need to come with the right context and come fast. That is why we are proud to introduce a better way to get help with your Zendesk products and services.
In the coming weeks we will be rolling out a new help experience for you, with a few powerful goals:
- Having a clear understanding of who you are and what you need before we get started
- Answering your questions fast, in a channel that allows for real conversations
- Connecting you with the right resources
What does this mean for you?
You will see a new experience on all pages of Zendesk, with a Help tab on the side of your screen. For all agents and admins with their language set to English, clicking that will let you select the topic or product you need help with. You can type in a question to view articles or chat live with our support experts. You'll then be routed to the team who can best address your question and get you back on your way faster.
Options for help topics include the following:
Live chat is the fastest way to get in touch with our Zendesk support team and get your issues resolved.
This is all part of our ongoing effort to serve you better and improve our overall help experience to guide you to the right resources for a quicker resolution.
If you have specific questions or concerns related to your own account please reach out to your account manager or our support team.
9 Comments
Will there be any customizations with this? Specifically, limiting this help feature to admins only.
Will chat be available 24x7? I think having chat available is a great feature to have as I use it often with other tools I work with. The documentation is already available to everyone. I can see how this can help admins with training or introducing new Zendesk features such as the new Views settings.
Hi Jamey,
At this time there won't be any customization of the settings. Can you tell us more about why having this feature available to all your agents would be an issue?
Deirdre,
Yes, our chat support is staffed 24/7! We have global teams that keep things online throughout the day.
Hi Gail - I have the same request as Jamey. We have a highly customized configuration and would prefer agents to reach out internally to our admins before reaching out to Zendesk Support. The help button is misleading in that it goes to a team outside of our company who is not familiar with our configurations.
Our admin team would also want to keep track of any and all Zendesk Support inquires related to our instance. We would need to be in the loop for each of these chat sessions.
DJ - I was told by our Sr. Customer Success Executive that for customers like us who have Premier Support, this feature will be limited to Admins.
Hi Jamey,
Your company can continue to work with our Premier team about this.
DJ,
I'm creating a ticket your Customer Success representative to follow up with you.
We have a similar situation like DJ as well, but without Premier Support. Our Zendesk instance is highly customized and we would rather have the agents go through our admin team first before reaching out to Zendesk. Can we have this feature limited to only Admins?
Hi All,
We appreciate that this a major change and will be monitoring impact closely. If you have specific concerns related to your own account please reach out to your account manager or our support team, our community here is a better place for general questions. Thanks!
Same for us, we´ve 2 Zendesk Admins, and we´ll take care to communicate with Support.
So the Help Button may can be customize for "Agents" starting a Chat to Admin Team internally, from here, Admin Team can if need escalate to Zendesk Team.
Thanks!
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