When you need help on using Zendesk products, there are different options you can use for contacting Zendesk Customer Support. This article contains the following topics:
- Option 1: Contacting Customer Support from within a Zendesk product
- Option 2: Searching our Help Center and asking your peers in the Community
- Option 3: Contacting your Zendesk account representative
- Contacting Customer Support when Messaging is down
- Finding your old conversations with Zendesk
Option 1: Contacting Customer Support from within a Zendesk product
Ask for Zendesk help directly from your account by performing these two steps:
- Click your profile Avatar in the upper right-hand corner of any product.
- Click Get help to see common troubleshooting topics, or get information on features.
You'll be greeted by Z Bot, a chatbot that can answer many of your questions about Zendesk instantly. For best results, ask Z Bot a question or describe your issue as a complete sentence.
While we believe that you'll often find what you need by talking to Z Bot, you can still easily reach our Customer Support team or your account representative. Just tell Z Bot that you need human assistance and it will route you through to an agent.
Don’t worry about getting disconnected. With continuous conversations, you can leave the conversation and remain confident that you can pick it up again later or get a notification when a response has been provided.
We use Zendesk messaging, which allows you to come back to the same page and view the conversation at a later time once an agent has responded. You can also browse through the different conversations that you've previously had with our team. If you need help with a different issue or if you have a different question, use the New Conversation button:
Option 2: Searching our Help Center and asking your peers in the Community
Use the Zendesk Help Center to browse for information or search for an answer to your question. For more information, see Welcome to the Zendesk Help Center (support.zendesk.com).
For help from Zendesk experts, post your questions to the Zendesk Community. The community is a great location for trading ideas with other users.
- Sign in to your Zendesk Help Center account.
- Head to the community home page to browse topics.
- Ask your question by creating a new post.
Alternatively, you can leave a comment and ask for help on articles published in the Help Center. For detailed instructions, see How to comment on an article or post.
If you are looking for training on how to use different Zendesk products, visit our free on-demand training.
Option 3: Contacting your Zendesk account representative
Some customers can contact their dedicated account manager directly from Admin Center. The account owner can click the Zendesk Products icon (
) in the top bar, then select Admin Center followed by Billing. The account manager may be listed under Your Zendesk Team.
If you do not see your Zendesk team listed, contact us through Messaging by clicking on the widget at the lower right-hand corner of this page. You can follow the instructions above and indicate that you have a Sales question to be connected to your account representative.
Contacting Customer Support when Messaging is down
If you're having technical issues connecting over messaging or can't find the widget, use the information in this article to get help from the Zendesk Customer Support team: Contacting Zendesk when Messaging is unavailable.
Finding your old conversations with Zendesk
There are two ways to locate conversations you have previously had with Zendesk Customer Support. The first is by using the messaging widget.
- Click your profile Avatar in the upper right-hand corner of any product.
- Click Get help
- Click the back arrow on the widget in the upper-left corner
This will display a page with all your current and prior conversations with Zendesk. You can also view your previous conversations from the Zendesk Support Customer Portal.
0 Comments
Article is closed for comments.