Announcing changes to the Zendesk customer support experience

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97 Comments

  • Tier 1 Support

    Personally, I use chat as my first contact option. I wasn't aware of phone support and chat was far better for me than email and Zendesk's response times. 

    I like the immediacy and synchronous nature of chat. The asynchronous nature of email (in addition to the response times) ended up taking more of my time and most of my issues are solved when I get on chat. 

    While its possible that the Zendesk agents are indeed multitasking when live with a customer but honestly, it also allows me to multitask. 

    All that being said, I agree with others that Zendesk should recognize other use cases and not force everyone's hand as heavy handed as they are. 

    0
  • Stefan Jonsson

    Will this messaging solution be available for us to use to support our own Customers? Right now, we do email and phone and were potentially looking into start using chat, but I would rather use messaging.  

    0
  • Madison Davis
    Zendesk Digital Resources Team

    We'll now be releasing this new experience in late October 2021. This announcement has been edited to reflect the new date. We'll also be publishing some answers to the frequently-asked questions we're hearing here in the comments and on other channels, so stay tuned!

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  • Madison Davis
    Zendesk Digital Resources Team

    We added answers to some of the most frequently-asked questions so far to the article. Please feel free to continue to ask any questions here in the comments! 

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  • Ania Brych-Kadzinska

    Another improvement that doesn't improve things. And as CJ stated: pitched nicely, and nobody's buying that pitch anyway. 

    I am really shocked as to how come a company that sells tools for superb customer service provides such lousy service to their own customers. Just proves what it's all about. Waiting 2 weeks to get an email answered - shocking. Getting your request in chat not even answered in an hour, just "transferred to the technical team" - kind of makes it pointless to have a first-tier CC in chat really if you're not even using your own routing functions. Getting phone call/Zoom appointments with people who just provide you with pre-written stuff you can read in help articles yourself and are really of no help... SOOO frustrating for not just someone's paying for a top-level Zendesk product but for everyone!

    5
  • C.W. Holeman III

    What is the option to export ALL of my existing tickets in bulk. I really do not have the time to manually export the hundreds of tickets, one at a time. All of the emails have been deleted.

    6
  • Kelly Danner
    Zendesk Customer Care

     Reach out to our team and we can pull a report with your previous tickets

    -1
  • Jared Vicencio

    Hi, my company does not use the chat feature and use only the Ticketing system. I have a few questions on the Messaging system. 

    1. We've used Zendesk for many years and have about 200,000 tickets in our history. Oftentimes, we refer to historical tickets for information, data points, and even customer profiles. Overall, our Agents spend about 5-10 mins just doing research about the customer, his/her case history, and other information coming from different websites that are relevant to the customers' issues before we can begin responding to the customer. Is there a way we can download all of these at once?
    2. We use tags and other data fields for our reports (data analytics, sales, marketing, etc.). Does the messaging have the same features?
    3. Do you have a tutorial on Zendesk Explore (how to create reports, dashboards, etc.) that allow us to manage our queues in real-time and see our  reports according to problem/query types?
    4. Many of our Agents come from different parts of the world and they are very much dependent on Macros. Does Messaging have a similar feature as well?

    Thanks.

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  • Dave Dyson
    Zendesk Community Manager

    Hi Jared,

    Thanks for the questions! I just want to make sure it's clear that the changes mentioned in the article above only affect how to get support from us – it doesn't mean there will be any changes to your own Zendesk instance, and how you provide support to your own customers. That said, let me try to address your questions:

    1. Your customer tickets are not affected by the above changes. If you were to add the Messaging channel to your own instance, this would still be true – your history of customer tickets will not be affected in that case, either, so your agents will still be able to search and browse them just like they can today. Messaging adds a new way for your customers to reach you, but ultimately, tickets are created from those conversations as well. However, if you want to preserve past support tickets you've had with us, you'll want to follow the instructions in the article above (that's because we're not just adding the Messaging channel to our existing Zendesk instance, we're moving to an entirely new one). And that said, there are options for downloading tickets from your own instance: Exporting data to a JSON, CSV, or XML file

    2. Yes, you can use tags and custom fields with Zendesk Messaging just like you can with other tickets. For an overview of Messaging, see Introducing Zendesk Messaging and About messaging

    3. A real-time dashboard is available that provides an overview of the Talk, Chat, and Support (ticketing) channels. Messaging isn't covered separately, but any tickets created via the Messaging channel would be included in the Support part of that dashboard. Aside from that, Zendesk Explore provides a number of built-in dashboards, and the ability to customize and build your own dashboards and queries, depending on your Explore or Suite plan level. For a good starting point, see Getting started with Zendesk Explore for reporting and analytics

    4. Yes, your agents can use your existing macros when responding in the Messaging channel.

    I hope this has been helpful!

    -1
  • Ashleigh Rentz

    I just received an email this morning announcing this change, and it's rather disturbing to me. As a technical writer, my modus operandi when contacting support is to collect as much information as I can about my problem and organize it for clarity. (It also gives me an opportunity to review what I've tried so far and potentially spot any mistakes on my part!) Email or webform allows me the time and space I need for that. A tiny messaging window designed for sending a sentence or two at a time isn't conducive at all for explaining anything remotely complex—just look at the screenshots.

    I suspect you're just the messengers trying to put the best face you can on a decision made by someone far removed from the daily realities of user support... But when the people who make our support ticket system no longer want to use it themselves, that's quite worrisome.

    8
  • Matt

    Given the feedback received and the complete lack of substantive response to the concerns raised, I think we can add "and not listening at all" to the Zendesk deprecated support playbook.

    Today's announcement's focus on a shift to "community" support (the model used for free software) is basically Zendesk telling on itself. They provided support badly, deprecated that support, and decided to focus on having us support each other instead. All the data point in the same direction, and an enhanced support experience is the opposite of that direction.

    ...all from a company selling support tools. The mind reels. Get ready to shop now, folks. Similar moves by companies over decades indicate that skimping/nickel and diming on product will be the next step.

    6
  • Michael M.

    Please bring back phone support! This is a ridiculously bad idea and terrible look for a company that provides customer support tools. Terrible.

    3
  • Lynn Disanto

    Yep, I thought the negative feeback on this bad decision and a few others recently would garner some attention and the Zendesk folks would never go through with this. We are a K-12 institution. One of our criterias for purchasing approved software is that the software vendor must have a way we can reach them either by phone or at least email. For Zendesk to be a customer service/support company, this is mind-blowing to me. We have been witnessing some of our educational counterparts moving away from Zendesk. We pay a greal deal of money for this product and I haven't known who our account rep is for a very long time. In the last 4 years, we've had over 6 account reps. There is a great deal of turnover with Zendesk which is concerning. I use to go to educational conferences and speak to my peers about our use of Zendesk and extole the benefits of this once great product but I can no longer do this in good concious. Bad, very bad.  

    4
  • Tina Yates

    I still don't know how I message you?

     

    2
  • Nicole Saunders
    Zendesk Community Manager

    Hi Tina Yates - 

    Just click the chat widget in the lower right-hand corner of the screen on this page. Or, for more details, see Contacting Zendesk Customer Support. 

    Lynn Disanto - Thank you for your feedback. We definitely want to hear more about your specific needs and the concerns around your account’s management, so we’ll be reaching out to you directly to continue this conversation in depth.

    -2
  • Michael M.

    Hey product / operations folks! :wave:  I waited for live chat help twice today, each time having to wait over 25 minutes for an agent to greet me.

    Some feedback: 

    - Forcing admins to sit within a browser tab and wait 25+ minutes for a response is a huge step backwards in efficiency compared to email support. 

    - Z bot asks too many questions, the number of clicks-to-reach-an-agent is too high. 

    - Chat history isn't helpfully functional and again is a big step back from email support.

         *How do I know which chat is which?

         *What was discussed? Chats eventually end with Z Bot asking CSAT questions. Forces the user to click through to each chat for context. See screenshot.  

     

    Lastly: Pricing.  With the removal of two avenues for support should come a price reduction and to my knowledge that isn't happening. Not a great look for ZenDesk's brand. 

     

    Thanks for listening.

     

    MM

    4
  • Pat Harland-Lee

    Guys you can still send an email to support@zendesk.com, they haven't turned off emails :P

    -2
  • Tina Yates

    Nicole Saunders yes I understand that but all I got is the autobot that can't answer my questions and kept telling me I wasn't signed in when I was. 

    Email is too slow, who has weeks to wait for a response.

    4
  • C.W. Holeman III

    Needing to go through a USELESS and AGGRAVATING chatbot constantly is nightmarish.

    The wait times are ABYSMAL.

    Now we don't even know if we are #2 in the queue, or #200! Nicole Saunders What does Zendesk considder an acceptable wait time for a "LIVE" chat?

    Not to mention the rollout broke my ability to actually connect to your support for DAYS. 

    We just recently renewed our contract. I don't see a world in which we do so again unless something changes real fast over there. 

    I would say this is the straw that broke the camel's back, but this is more akin an extra anvil.

    UPDATE: Been waiting 25 MINUTES for a chat to connect to a human.

    UPDATE: I have now been waiting TWO HOURS for my help chat to connect to a human.

    UPDATE: I have now been waiting THREE HOURS for my help chat to connect to a human.

    UPDATE: I have now been waiting FIVE HOURS for my help chat to connect to a human.

    UPDATE: A full -ELEVEN HOUR SHIFT- was not long enough to get to a human on your new support system. Eleven. Hours.

    UPDATE: DAY TWO. I am beginning to believe that my chat/messaging connection is not connecting to anything at all. Did y'all turn on the back end to connect chats to agents? I've only got 9 hours today, with deadlines looming.  I REALLY HOPE YOU DON'T COST ME MY QUARTERLY BONUS ZENDESK!  CONTACT ME!

    Kelly Danner, Jennifer Rowe.

    6
  • Teranet Inc.

    I agree with C.W Holeman III - aggravating and abysmal wait times. 

    I've been waiting to connect to an agent for over 30 minutes.  If our customer service routinely waited this long to respond we wouldn't be in business.  Very disappointing.  Going for lunch now, perhaps I will be connect to someone before I get back.

    5
  • Rylan R

    Hi,

    I've had a bad experience with the new zendesk messaging app. I've sent a message 5 hours ago, but I've still not yet received a reply. When you connect for help via chat, you expect a quick response. Waiting for 5 hours is not quick and ideal in any way.

    5
  • CJ Johnson

    It would be fantastic if the CC field was brought back on the site when replying, as well. It's very tricky to figure out how to CC someone right from creation now, and when we were migrated to this new system, all the CC's were dropped from all open tickets. 

    0
  • CJ Johnson

    A few more feature requests [These are specific to how Zendesk is implementing Messaging, not general messaging features, thus why I am not posting in the Feedback forum]

    * I'd like to get an email when my chat conversation becomes a ticket. I have had conversations that have happened, and gotten no emails, no IDs, no way of knowing anything about them, unless I log into the Zendesk side and check my requests. 

    * When a ticket is opened via email, you get a message saying you have made a request, but the body of your request is not included. I'd really like to be able to see the original request in that email that tells me the ticket number, so that I can track my requests on my side more easily. This would also make CC'ing people on that email, function so that they now have a copy of "the conversation so far" on that ticket too. 

    * If a ticket is closed, I'd like the message with their update to say that, like they used to. I have already had one ticket where the reply did not make me think the agent was "done", but they had in fact closed the ticket, there was just no way for me to tell. Fortunately, I logged in and checked my request list. I would have been a lot unhappier if I waited a week for them to get back to me, only to find the ticket was now closed and I needed to start my problem over from the beginning. 


    3
  • Kyle Pinkley

    These are the things that I miss so far comparing ZD support via chat vs the new method messaging:

    1) I have no way to know what number in the queue I am.
    2) I started a new message yesterday at 1:50PM for an issue that we noticed. I got the first message from an advocate at 12:17AM.

     

    5
  • C.W. Holeman III

    UPDATE: DAY TWO. I'm going to split out the updates for Day 2 into separate comments in the hope that I can get someone's attention that way.

    UPDATE: Day TWO. Hours waiting for a human contact: 1 hour and counting.

     

    @Kelly Danner, @Jennifer Rowe

    2
  • C.W. Holeman III

    UPDATE: Day TWO. Hours waiting for a human contact: 2 HOURS and counting.

    Kelly Danner, Jennifer Rowe

    2
  • Lynn Disanto

    CW,

    We are praying for you here in Texas! This scenario is what Technology nightmares are made of. Sorry this is happening to you. I honestly don't know what they are thinking. I don't get it.

    4
  • C.W. Holeman III
     

    UPDATE: DAY TWO. Hours waiting for a human contact: THREE HOURS and counting.

     

    2
  • Teranet Inc.

    C.W. Holeman III - what is your question/scenario you are seeking help from Zendesk about?  Maybe one of us following your saga knows the answer and can help you...it's worth a shot!

    1
  • Tray Cushing

    Teranet Inc. Yes, you are quite right - it is highly likely that this community could find a solution for C.W. Holeman III, in fact, C.W. could probably figure it out.  That's not this issue - for the money we are paying, we should not have to figure out anything or depend on a communtiy page get the answers we need or wait hours for an answer.

    3

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