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How can I open a ticket with zendesk support?
Posted Aug 24, 2021
I have a suggestion for zendesk and I want to open a ticket to submit the suggestion but I can't find anywhere on this site where I can submit a ticket to do so. I tried live chat which was no help and said over and over "If there's anything else I can find for you, just type another question." Well it doesn't understand what I'm saying so why doesn't it let me speak to a human?
The suggestion is basically I would like the context to my initial reports that I've submitted that are zendesk related. When I file a ticket for a website that uses zendesk (like reddit for example) I get an e-mail thanking me for the ticket. Ok fine. Fast forward months later and I don't know what the heck I filed because my actual report isn't quoted in the e-mail confirmation nor does it link to the ticket in reddit's zendesk system. It makes it harder to keep track of. I have a bug I filed in May, and now I'm trying to figure out if it's the same as one I'm seeing now, but I have no idea because there's no link to the report.
Also second suggestion fix that bot to let users open a ticket when it can't answer their questions.
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8 comments
Dave Dyson
Hi Linda,
There are some troubleshooting resources for the Salesforce integration here: How can I troubleshoot known issues with the Salesforce integration?
If you need further help, then because troubleshooting is involved, your best bet would be to either have one of your Zendesk admins contact our support team using Option 2 in Contacting Zendesk Customer Support, or have one of your admins give you access to Zendesk so you can use that method yourself.
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Linda Berente
Hi, I've been looking for 30 min online and on your website how to open a ticket with Zendesk. I couldn't find a way. Can you send me instructions on how to do so? I'd like to call a number, send an email or use chat. I don't have access to the Zendesk app. We are using the Salesforce - Zendesk integration and we ran into an issue I need to troubleshoot.
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Dave Dyson
We're sorry you have difficulty reaching someone -- it does look like you were able to get a response from our support team. Thanks for your patience!
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Onur Olmez
I share the same frustration. Why is it so hard to open a ticket? I tried "chatting in" and the automated bot stopped responding after I entered ticket details. Struggling to find a place where I can just submit a ticket via web form. Do I just blindly email support@zendesk.com? Pretty awful customer experience, and quite shocking given that Zendesk's core product is support...
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Dave Dyson
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Connie Pacheco
I agree, I am having an issue which I still have not received help with. Very frustrating.
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Ray Satiro
Thank you for the link. It appears they're making some changes to their system. I don't know why so many companies are using automated bot chat these days except that they must save a ton of money. I don't think I've ever had an automated bot actually help me in a way that I did not need to speak to a person. Concerning zendesk bot I do see the 'Get Help' and after the bot couldn't figure out what I was saying just now there was a 'Get in touch' > 'Leave a message', which wasn't offered before.
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CJ Johnson
You can do it from inside your Zendesk, here's an article with pictures, as it's more steps than you might expect, and differs based on which products you're using:
https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support
I agree though, it would be nice for the widget on support.zendesk.com to allow chats with support directly, if you're signed into the site.
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