How many Zendesk customers face the same issue: that Zendesk's mandatory login page misleads, misdirects and royally ticks off our customers?
Our login page, which we're not allowed to change and which Zendesk refuses to change for us, tells our customers that they already have an account and access to our Knowledge Base, just request a password. Our customers go 'round and 'round without success, becoming frustrated because in fact they don't have an account, have never had an account, and don't have access to the Knowledge Base they seek.
Instead, our customers need the correct instructions: create an account. It's a simple, one minute process. But by the time our customers figure that out, often by calling us to complain about "our" stupid process, they're no longer in a mood to proceed.
We've asked Zendesk simply to remove this text from the Login page, "If you've communicated with our support staff through email previously, you're already registered. You probably don't have a password yet, though." Since our Service Desk does not use the Zendesk platform, this misleads and misdirects. We need it removed, but Zendesk support staff tells us that cannot be done for "security" reasons. Give us a break!
We'd like those two sentences removed, or better yet, made optional in order to fit the individual needs of Zendesk customers. The day was when Zendesk did that sort of thing, but apparently no longer.
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