The below text is a reflection of a discussion I had with one of your support staff, after we reported an issue where we were seeing the email forwarding function between Gmail and Zendesk had broken.
"It's great that you have a Status page, but what's not so great is that there does not seem to be any option to subscribe to outage notifications (please correct me if I'm wrong). It goes back to the issue of pulling data, rather than having it be pushed to us in the event of an issue. There's no mechanism for Zendesk to alert of us issues in a timely manner, meaning we don't know that there's a problem sometimes up to 11 hours after it's happened, because we haven't noticed it. This can have a severe impact on our business, especially when outages affect critical components.
It's also great that you have a mechanism for us to provide product feedback, but it's not the best customer experience when after already alerting you to an issue, I'm forced to go to even more effort to alert the right people - it speaks to an unnecessary level of customer effort."
Post is closed for comments.