Please Stop Solving My Tickets Without Telling Me

Answered

5 Comments

  • CJ Johnson

    And to be super clear, Support specifically told me to post this in this location, despite this being extremely specific to the Zendesk Messaging experience and not the product itself. I don't think this is the appropriate place at all. 

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  • Nicole Saunders
    Zendesk Community Manager

    Hi CJ, 

    Our apologies for the confusion here, you're correct that the agent should not have asked you to post this feedback to the community. That is protocol when users have feedback about the product, but NOT when they have feedback about our own support. 

    I'll follow up with the appropriate folks internally to escalate your feedback and get it in front of the right eyes. Thank you for letting us know about the experience you have had, and I am sorry it has been a frustrating one for you. 

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  • CJ Johnson

    This continues to be a problem. I continue to be told by agents that this is intentional, and to submit feedback if I don't want my tickets silently solved out. This is a really terrible experience. 

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  • CJ Johnson

    Nobody ever followed up with me, and this isn't really answered? 

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  • Nicole Saunders
    Zendesk Community Manager

    Oh goodness. I am so sorry, CJ; I was told that someone was following up with you to discuss what's happening with your tickets. I've got a message in to your account owner so that we can get this sorted out. 

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