How do I get customer support that is not a bot?

8 Comments

  • Nicole - Community Manager
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    Hi Dan! 

    I see that this is your first post - welcome to the Zendesk Community! You've come to the right place to get recommendations on your workflow. 

    To make sure that I understand your question, you want your users to be able to submit a ticket, and then have that ticket marked as a training ticket and then routed to a specific team to be handled, is that correct? 

    Also, can you clarify how you will identify which tickets should be isolated? i.e. is it all tickets from those organizations, are these tickets coming in to a specific email address, etc.? 

    That information will help us better able to guide you. 

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  • Dan Crowley
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    Hello Nicole,

    Thank you for your prompt response. Your understanding of the problem is accurate. The challenge we have is that there is no easy way (at least for us) to differentiate whether a person who is a member of an organization is submitting a request for training or for an existing C3.ai product. We don't want to have to create each new training student in the system. They should be able to support a request like our other customers.

    I suspect we would need to provide a different URL and email alias for our training customers to post support requests so that the tickets are isolated. However, if we set up a new system entirely we will lose the ability to easily generate metrics via the Zendesk Explore BI tool for all of our customers.

    This is the problem we're trying to solve. Again, thanks for your assistance.

     

     

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  • Brett - Community Manager
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    Hey Dan,

    Have you looked into setting up a separate ticket form for requests related to training for these users? I don't think you'd necessarily have to set up a separate system here. If you create a new ticket form for these requests you can then create a trigger that automatically routes tickets to the appropriate team based on the ticket form.

    Let me know if the above doesn't make sense.

    Thanks!

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  • dcaluori
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    Hello,

    My company has had a ticket opened around 12/2 #5053087. Involves delays when Zendesk ticket sends email, makes it difficult. Ticket was with first level support until about 1 1/2 week ago when it was finally "Escalated" 12/19 and still very little info or response as of 8AM EST 12/30.

     

    Regards,

    Donald

     

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  • Devan - Community Manager
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    Hello dcaluori,

    I looked into this ticket for you and one of our Advocates has just sent you a reply regarding your issue. Let us know if there is anything else we can help you out within the community.

    Best regards.

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  • dcaluori
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    Devan,

     

    Thank you! I received an update. Ticket is being escalated again this time to Support Architect team...

     

     

     

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  • dcaluori
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    I am amazed at the lack of support Zendesk offers. We still do not have any information from support since 12/2/2019.

     

    I can't get away with that at my job.

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  • Nicole - Community Manager
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    Hi Donald - 

    I checked your ticket, and it looks like our support team replied to you a few days ago with an update and indicated that the research they will need to conduct to resolve your issue could take some time. If you have not seen the response from January 10, please let me know so that we can check to make sure you're properly receiving your ticket notifications. 

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