I find it really bothersome that when I ask about a feature on a relevant article, if the answer is not straight-forward, I am asked to submit my comments again on the Product Feedback board.
If you cannot handle the types of questions that we ask on articles, guide your customers (me) to ask the right questions in the right places. How should I know whether something that I think may be broken is my own error, a bug, or a feature request? First I think it's a bug, then I'm told "no, you need to send this as product feedback."
In my opinion, the Product Feedback board is very disorganized for someone (me) who is not sitting around with extra time to organize my feedback about your product, and I would never ask my own customer to send their thoughts/questions/desires elsewhere. This creates friction (at a point when the customer already perceives a problem) and makes Zendesk very hard to do business with: two attributes that are contrary to the best practices of customer support.
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