Overview of a break / fix 1:1 session

A break/fix 1:1 session is a scheduled, direct support meeting between a customer and a designated Premier Support Engineer to diagnose, troubleshoot, and help resolve a specific issue. Break / fix sessions are conducted in English only.

These sessions are available to customers on:

  • Premier Support (Legacy)
  • Premier Enterprise (Legacy)
  • Premier Plus EAC
  • Premier Enterprise EAC

These sessions are typically used to assist with the following:

  • Investigating bugs or errors
  • Troubleshooting unexpected behavior
  • Helping identify root cause
  • Guiding you through a fix or potential workaround
  • Reviewing logs, settings, or configuration related to the issue
  • Confirming whether the problem is product-related, environment-related, or user-related

Items not included in the 1:1 break / fix session

  • General training or onboarding
  • Feature requests or product roadmap discussions
  • Custom development or implementation work
  • Code reviews or building customer-specific integrations
  • Long-term project management
  • Follow-up support for the same issue when no new diagnostic details are provided
  • Consulting outside the scope of the reported technical issue
  • Account admin tasks that are not directly tied to the technical problem

Where to request a session

You can request a session by creating a ticket through Zendesk channels such as messaging, web form, email, or phone.

To request a session:

  1. Submit a ticket through an officially supported Zendesk channel. For break-fix issues, you may also raise a ticket specifically requesting a call.
  2. In the ticket, state that you don’t want to miss a call.
  3. A Premier Support Engineer (PSE) will soon follow up with you.

Your Premier Support Engineer may also proactively reach out on an already submitted ticket to help resolve your issue faster.

Upgrading to Premier Plus

If your account doesn’t currently have a Premier Plus or Enterprise subscription, contact your account representative to discuss upgrading.

Premier Plus also includes access to:

  • Service review every 6 months
  • Designated technical account manager (TAM)
  • Designated premier support engineer
  • Expert access catalog (EAC: consulting assessments and interactive workshops)

For more information on Premier plans, see What is Zendesk Premier and what does it include?

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