• Brett Bowser

  • November 18, 2021 16:02

  Zendesk Community Manager

  Hey Alexey,
   
  Sorry to hear you're experiencing issues contacting our Customer Care team. What sort of issues are you running into when attempting to contact us? The expected behavior is that when accessing Z bot, you should be able to request human assistance and be directed to an agent.
   
  Let me know if you have any additional information to share as I'm happy to dig into this further!
  
• Alexey Krasnichenko

  • November 18, 2021 16:35

  1. I was not sent to the human agent by the bot
  2. Bot could not determine that I was logged onto my account already
  3. There should be "submit ticket" option in the profile dropdown
• Brett Bowser

  • November 19, 2021 16:23

  Zendesk Community Manager

  Hey Alexey,
  
  Appreciate you bringing this to our attention and apologies for any inconvenience this has caused. We've implemented a new process for users contacting our Customer Care team and we're still making improvements so issues like this don't come up in the future. In the meantime, I was able to track down the ticket you have open with them so I'll reach out internally to see if we can get a response out to you ASAP regarding your MaestroQA to Zendesk integration. Also, are you using this integration from our app marketplace? MaestroQA for Zendesk. 
   
  The reason I ask is because it looks like this is a 3rd party integration so we're rather limited on what support we can provide since we didn't create the app. It may be worth reaching out to MaestroQA directly since it looks like they're the author listed in our app marketplace. You can reach out to them directly here. 
  
  Keep me posted!
  
• Alexey Krasnichenko

  • December 13, 2021 08:13

  Guys, your technical support is hideous. It is a total nightmare to get any valuable information both - from a bot and from a live personas there. Do you work on any improvements in your Customer Care sphere?

Please sign in to leave a comment.