Buying Zendesk Suite

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12 Comments

  • Koloman Mather

    We bought the Support Suite Professional

    Zendesk Text says we have a problem, its only available for Talk professional etc.
    Pretty sure Talk professional is part of the Support Suite Professional right?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Kolomon,

    According to our Pricing page you do get some Talk features, however, Text would have some additional charges which may be why you're receiving the error.. I'd be happy to connect with your Account Manager so they can discuss this information with you further.

    Let me know!

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  • Jobin Jacob Kavalam

    It says "To buy the Suite, click the Buy Zendesk Suite button at the top of the wizard." ... I cannot find the buy button ...

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  • Juraj Jarmek

    Hello @...,

    I will open a ticket to investigate this further.

    You will get an email shortly.

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  • Dan Potts

    I changed my subscription and it looks like I've been enrolled in the old Suite Plan, not the new one. I don't even see the option to select 'Suite Growth' under subscription settings.

    I was told that changing the plan could be done in my subscription settings. Please direct me to how I can change to the latest Suite Growth plan.

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  • Brett Bowser
    Zendesk Community Manager

    Hey Dan,

    Thanks for reaching out in the forums! You can use these instructions for updating your subscription here: Viewing and managing plan subscriptions

    1. In any Zendesk product, click the Zendesk Products icon (four squares) in the top bar, then select Admin Center.
    2. Click the Billing icon in the left sidebar, then click Subscription. A summary of your current plan subscription appears.
    3. To make changes, click Manage.

    The **Manage Subscription **page appears where you can add agent seats, buy new products, extend subscriptions, and so on. Keep in mind that these options will only be available if you're the owner of the account.

    Let me know if you don't see the option to update your plan as I'm happy to assist further.

    Cheers!

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  • Dan Potts

    Hi Brett,

    Thanks for your response. I can navigate there and I'm trying to change my subscription to the Suite Growth plan, detailed here. I am not seeing this as an option. Please see the screenshot of my available options.

     

     

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  • Brett Bowser
    Zendesk Community Manager

    Thanks for the update Dan! I'm going to create a ticket on your behalf so our Customer care team can look into this further with you to troubleshoot further.

    You'll receive an email shortly stating your ticket has been created.

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  • Dan Potts

    Thanks Brett, that's much appreciated. What is your first response time because including your ticket, I've now submitted three in the last 24 hours with no response.

    You have been very responsive, but it seems that the team that handles tickets is not. Furthermore, I have another case that's been open since April which has had astonishingly poor follow up from the Zendesk Support Team. If I didn't follow up regularly myself, I think the team would just ignore it until I go away.

    For a company that provides Support technology, I have to admit that the service is the worst I've ever experienced.

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  • Brett Bowser
    Zendesk Community Manager

    Hey Dan,

    So sorry to hear that your experience with us has been less than satisfactory :( I know our Customer Care team is dealing with a high volume of tickets currently so I don't have an ETA of when they'll follow-up with you. That being said, have you tried chatting in with them instead directly from your account? That should get you a faster response from them through a live channel. You can find this option using these instructions: Contacting Zendesk Customer Support

    You should see the live chat option once you select Get Help from your own account.

    Let me know if you have troubles locating this!

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  • Dan Potts

    Thanks for your acknowledgement and response, Brett.

    I've received a response off of the ticket you logged and I'm now waiting for an AE to reach out to me. With any luck, that will happen promptly. In the future I will attempt the Chat channel when I require immediate assistance.

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  • Brett Bowser
    Zendesk Community Manager

    Happy to help Dan :)

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