What’s changed
When you have a complex or non-urgent question or issue, we now recommend using our web form to contact Zendesk Customer Support.
To access the form
- Sign in to our Help Center at support.zendesk.com/hc/
- Select Submit a request from your profile menu:
- Select the appropriate form for your question or issue, and fill in the fields with your details
- Zendesk Customer Support will review your new request and reply through email
- Read and reply to our updates through your inbox, or view and manage the request in the Help Center under My activities > Requests:
Continue to use our messaging widget for live conversational support when you have an urgent issue or a simple, but time-sensitive question. This widget is available in your Zendesk account under Profile menu > Get help, or here in the Zendesk Help Center, in the lower right corner.
We still recommend interacting with Z Bot as a step in your journey seeking knowledge or help from Zendesk. Z Bot is trained and managed by real Zendesk experts and can provide personalized answers to common questions, generate answers from our articles, and even take action on your account for some common tasks.
Background on this change
In 2021, Zendesk decided to go “all in” on messaging and centralize intake of new requests through our messaging widget, leveraging Sunshine Conversations and Ultimate.ai in addition to messaging. This approach has allowed us to do a few things very reliably:
- Provide personalized, curated self-serve answers and automations through our chatbot
- Provide access to specific teams or channels for those with elevated entitlements
- Identify and authenticate the person submitting a request
- Prevent unauthorized or spammy contacts to our support teams
- Triage new requests to the appropriate Zendesk team
- Give agents visibility into each submitter’s journey prior to submission
While we feel confident that these capabilities have helped us streamline our business processes and serve you better in many scenarios, we’ve heard from customers in surveys, interviews, and focus groups that our messaging-forward approach wasn’t hitting the mark. Here’s what you told us:
- You need a more real-time conversational experience for urgent, simple, or time-sensitive questions
- You need more real estate and asynchronous email replies for complex and simple, non-urgent questions
- You don’t always want to interact with a chatbot in order to submit your question
Why change this now?
We wanted to be early adopters of messaging to experience any potential pitfalls or “aha moments” firsthand. We did, and we’ve confidently learned that for our use case, messaging is the best channel for live conversations. We see the addition of the ticket form as an opportunity to improve your asynchronous experience and provide choice in how you contact us. We’ve appreciated getting to read and hear your feedback, and think it’s never too early or too late to change for the better to meet your expectations.
If you have feedback or questions related to this announcement, visit our Community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.