Cancelling products and accounts

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47 Comments

  • Fetchd team

    @...

    If I cancel my zendesk help centre, and then reactivate it in say 6 months time, will all of my articles be restored? If not, is there a possibility of pausing subscriptions due to business modifications?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Genevieve,

    That's something your account manager would need to discuss with you. I'm not aware of a way to "pause" a subscription and I believe after a certain amount of time that an account is cancelled the data will eventually be deleted.

    I'm happy to get a ticket created on your behalf so you can discuss this further with your account manager.

    Let me know!

    1
  • VICENTE GONZALEZ

    i received confirmation that my request not to renew was received. Why do i still have to go through all of this?

    And I want to cancel the account!

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  • Dave Dyson
    Zendesk Community Manager

    Hi Vicente –

    I'm sorry you're having a frustrating experience with this – I'm following up with the agent you chatted with earlier.

    Can you let us know the subdomain of the Zendesk account you're wanting to be canceled? If you're not sure, here's how to find that out: Where can I find my Zendesk subdomain?

    1
  • NSW Club

    I am trying to cancel our account as people are not using this facility.   I sent a request to Zendesk Support.  13 days later, I still haven't received a response.     I am trying to cancel our account through our logon but the process keep me going around in circles.  There is NO simple way to cancel our account, which by law there must be.  

    I just sent another email to support stating that we will decline any future credit card charges.  IS this the only way to get our request actioned ?      Very frustrating ! 

    1
  • Beau P.
    Zendesk Customer Care

    Hello,

    Sorry for the frustration here, I've located and noted your open ticket with our Sales team regarding your cancellation request and asked that they follow-up with you ASAP.

    Beau | Customer Advocate

    Ask our Zendesk Community

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  • Maciej Gruszka

    I do not have this "Remove product or cancel account" option at all. Your workers on Chat do not want to help me. You are not replying to emails. I want to cancel the subscription immediately. Please contact me in this matter urgently. 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Maciej, 

    Sorry to hear you're unable to cancel your account on your end. It looks like you have an assisted account so I will get a ticket sent over to your Account Manager so they can work with you further to get this resolved.
     
    Appreciate you taking the time to share this with us and you should receive a follow-up email shortly.
     
    Cheers!
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  • Mimi Liu

    Also looking to cancel and running into roadblocks. 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Mimi,

    I've gone ahead and created a ticket on your behalf as well so our Customer Care team can look into this further.
     
    Appreciate you bringing this to our attention! 
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  • Tully Nissenson

    Hello, This is very frustration, our subscription ends on February 1st, we received an email that if we want to make changes on the subscription we need to do it at least 30 days in advance. However, when we want to cancel the account it says that the account will be cancel immediately. 

    We'd like to keep the subscription till the end of it, but not continue it. 

    So WHAT are we supposed to do exactly?

    I am in contact with someone from your team, but can't get a clear answer.

    Please Help.

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Maciej,
     
    Thank you for contacting the Zendesk Support Advocacy team. My name is
    Jason​ and I'll be assisting you today.
     
    From what I can see the account has already been cancelled for the behemoth-webstore Subdomain you are the Account Owner for. Was there a different domain you were inquiring about? The 30 day notice is for what we call "Assisted" Accounts, meaning Zendesk needs to cancel it on your behalf. For self service accounts they can generally be cancelled up to the day of their renewal. 

    If you have any questions for me please let me know. Otherwise have a great weekend.
     
    Thank you!
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  • Naliza Syahrina

    I want to cancel my subscription as soon as possible. Please help. My ticket hasn't been answered yet.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Naliza,
     
    Thanks for bringing this to our attention! I'm going to follow up with your account manager so they can reach out to you regarding your account cancelation.
     
    Cheers!
    0
  • Joanne

    Hi

    We pay annually and if we need to cancel our account will be be reimbursed for the unused time we have already paid for in advance? 

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Joanne,
     
    We are unable to offer refunds for canceled accounts so we recommend canceling your account close to the next billing cycle. This will also give you time to migrate data or tie up any loose ends.

    There is more information below regarding our Billing Policies:

    Billing-FAQ-and-resources

    I hope that helps!
     
     


     
    -1
  • Joanne

    Hi Jason,

    The link you provided does not work, can you resupply this please.

     

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Joanne,

    Apologies, please try the below and let me know if it works ok for you.

    https://support.zendesk.com/hc/en-us/articles/4408839289498-Billing-FAQ-and-resources

    Thanks!
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  • Marcello Silvestri

    I have been struggling for months trying to cancel only some specific products from renewing in my account and the Live Chat support hasn't been helpful at all. Before switching to a new tool when my subscription expires, I want to give the Customer Care service one last chance.

    My current situation:

    • ZenDesk support: 6 seats
    • ZenDesk sell: 2 seats

    What I want to achieve on renewal (now due on 14th Feb)

    • ZenDesk support: 4 seats
    • ZenDesk sell: cancelled

    The problem is the following:

    1. If I remove ZenDesk Sell using the cancellation option, on renewal I am forced to keep my 6 ZenDesk Support seats.
    2. If I try modifying the number of seats for ZenDesk Support, I am forced to add at least one ZenDesk Sell seat.

    It should be a very easy process, but the truth is, it isn't at all. And I work in the IT!

    When speaking with your customer support over live chat, I was initially told I couldn't speak with anybody through the phone. After insisting, they changed their mind, claiming I would be called back from a Manager. As it stands now, I haven't received any call back.

    I believe you already know what my e-mail address is, so if you want to get this sorted, I look forward to receiving an email from your Manager advising how can I just keep 4 ZenDesk Support seats and completely delete my ZenDesk Sell account on renewal without incurring in any further unnecessary costs.

    Many thanks.

    2
  • Brett Bowser
    Zendesk Community Manager
    Hey Marcello,
     
    Thanks for bringing this to our attention regarding your account changes you'd like to make.

    It's odd that you haven't heard back yet so I'm going to create a ticket on your behalf to see if we can get this sorted out.
     
    You'll receive an email shortly stating your ticket has been created.
     
    Feel free to reply back to that email with any other information you'd like to share.
     
    Cheers!
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  • Marcello Silvestri

    Nothing else to share Brett - just desperately looking for an answer! Thank you.

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  • Marcello Silvestri

    Hi Brett,

    Just posting here again because I want everyone to see what even a semi-expert user like me has to go through to get such a simple problem sorted.

    FYI - I've already spoken with other ticket software's support teams, so I already made up my mind and will disable my Zendesk account when my subscription is over.

    Anyway, to give you an update: you opened a ticket for me. Then this is what I got:

     

     

    Funny, right? You opened the ticket yourself! Says a lot about the quality of your organisation, which I believe really is the problem here. You guys have just lost easy £700-£1000 per year if not more, but why do you care! I'm just a small fish in a big sea.

    Needless to say, when I first raised this issue at the start of December, I haven't even seen the ghost of an Account Executive. Nothing. Nada. Not a call, not an email, only apologies. DECEMBER!

    To everyone else out there: if you are reading this, stay away from ZenDesk and their entire suite! They will just grab your money and offer no support at all. The phone numbers they have on their website do not work. It's all about the live chat team, which unfortunately is very limited and clearly doesn't work.

    I have had several chats with their team during the past two months and it has been an absolute mess. I don't even know how many tickets I have with them, how many have been merged... I just know one thing: they NEVER follow-up!

    Please, if you do feel about the same about the quality of their support, help me upvoting this post so that it can get more attention.

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  • Brett Bowser
    Zendesk Community Manager

    Hey Marcello,

    Thanks for reporting back here and I do apologize for the delayed response from our team. I've reached out to our Account Manager to inform them of what's going here so that they can follow up with you.

    This is definitely not intended behavior when contacting our support team and this is something we're addressing internally. Can you confirm that your AE has reached out to you via email to discuss this further? 

    Let me know as I'm happy to assist further on my end if at all possible.

    Thanks!

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  • Marcello Silvestri

    Hi Brett,

    Yes, I can confirm that our AE has reached out to us and will proceed to get this sorted manually, she should be in touch with me by tomorrow.

    Thanks

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  • Brett Bowser
    Zendesk Community Manager
    That's great to hear Marcello! Let me know if there's anything else I can assist with in the meantime :) 
    0
  • Marcello Silvestri

    I am sending this message just to update the community out there, because I want as many people as possible to see what a disaster the experience with Zendesk is. This is the only reason; I lost all hope and trust towards the Zendesk team.

    To continue the story: I was contacted by a new account executive, who was actually very kind and nice and apologised unreservedly for what happened. She then passed the case to the renewals team on the 7th of February, and told me I would be contacted by them "shortly".

    Guess what?

    No other contacts since then. The 14th of February (my renewal date) has passed, my account was never manually updated as I was promised by the Account Executive, nor I was ever contacted at all.

    And as I expected, I just received my renewal invoice for the WRONG amount - to understand why the amount was incorrect, see a few posts above with the complete explanation.

    Thankfully, Zendesk's misleading practice and absolutely non-existent customer support lost their battle, because I called American Express yesterday and asked them to block any charge from them. They didn't get any money ;)

    I have then proceeded to send an email to my account executive with my renewal conditions (still waiting for an answer), which of course include due compensation.

    I have video proof and detailed records of everything that has happened as a precautionary measure and will be considering legal action going forward.

    1
  • Brett Bowser
    Zendesk Community Manager

    Hey Marcello Silvestri,

    I'm sure you're tired of hearing apologies regarding your experience with making account changes but do know that this is not the intended experience we want you to have.

    I've reached out to some of my colleagues internally to make sure you're getting taken care of. From what I was able to track down, it looks like someone from our finance team reached back out to you earlier this morning to get your account corrected and is waiting to hear back from you regarding some steps you need to take on your end before they can help further. 

    In this case, you need to downgrade one of your agents by navigating to Admin > Manage > People , then search for agent's name and select Edit. Once that has been taken care of, our finance team can make the necessary changes on their end and will follow up with you afterwards.

    Let me know if you never received their response for some reason as I'm happy to jump in and help where I can.

    Keep me posted and do know we appreciate you taking the time to share your frustrations with us. This sort of feedback helps us make adjustments to our internal processes so this issue doesn't come up again in the future. Which of course leads to a overall better experience for everyone :) 

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  • Marcello Silvestri

    Hi Brett,

    I appreciate your response but I've already made my choice, especially considering that the message I received didn't keep into account the last email I sent to our Account Executive.

    The bare minimum I expected would have been a compensation for the several hours of work lost to get your issue sorted.

    Zendesk is not a small business friendly tool and we have decided to move to Help Scout - great support, fantastic people, and much quicker response time. Your team didn't even bother supporting at all, I've got to say.

    The damage you have caused to my company is indescribable and we will be probably facing major disruption due to having to switch in a hurry.

    1
  • Rohit Pillai
    Zendesk Product Manager

    Hello Fetchd team,

    Thank you for your feedback in https://support.zendesk.com/hc/en-us/articles/4408834902810/comments/4408851141402.

    I'm a Product Manager at Zendesk responsible for cancellation experience. We are improving our experience and "Pause subscription" is one of the frequently asked features. It is on our short term roadmap. So stay tuned and I'll update once its available for our customers. 

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  • Rohit Pillai
    Zendesk Product Manager

    Hi Marcello,

    With reference to your posts above, https://support.zendesk.com/hc/en-us/articles/4408834902810/comments/4422520109594, I'm really sorry that you had an undesirable experience with Zendesk. It is certainly not our intent to provide a sub-par experience to our customers and disrupt our customers' business.

    I'm a Product Manager at Zendesk & I'd be happy to connect with you separately to understand the challenges you faced in the product and later in communication with Zendesk. This will help me to address the problem areas internally and provide a better experience in future. Please let me know if you want to connect with me.

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