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Zendesk Email Support is really disappointing
Posted Feb 01, 2022
Hi! I have found the Zendesk Support via email to be really bad. They don't reply to your emails soon and you have to wait for days to get any response, if any at all. They do not even provide any phone support, which is extremely frustrating. I am very very unhappy with the email response I got from the Support Team as well as our Account Manager. And this is the treatment you get when being on their highest plan. They hardly even provide any solution to issues...all you get is what's already out there on their Help Center or you have to hire outside vendors to help you out.
Naira Yaqoob
BQE Software
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6
6 comments
Josh
I am on enterprise and they removed our phone support and force us to use the zendesk messaging widget that is quite clunky. Their team was much better just a year ago.
I posted about my experience here:
https://support.zendesk.com/hc/en-us/community/posts/4418019922842-Zendesk-Support-has-gone-downhill
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Brett Bowser
Sorry to hear your experience with reach out to our customer care team has been less than satisfactory :-/
I tried to look into your account but was unable to find any tickets you created with our team.
Have you tried reaching out to us via the Get Help option in your account? More information here: Contacting Zendesk Customer Support
You should be able to tell the Zbot that you'd like human assistance to get in contact with someone from our team.
Keep me posted as I'm happy to dig into this further with you.
Cheers!
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naira yaqoob
Hi Brett! Yes, I used the Chat option and had been emailing a Zendesk Support agent and my account manager, though not ticket created on those. I had to wait for days altogether to get complete information or answer to my questions. I wish you hadn't removed phone support.
Josh, yes we too are on Enterprise and no phone support unfortunately.
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Vianey Angsten
Yes! we've been with Zendesk for 7 years and the service has declined in the last years! I've been trying to fix an invoice for more than a month now, and they just close my tickets saying they'll fix it and then nothing happens. I opened 3 tickes so far with same result. So frustrating.
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Shawna James
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Vianey Angsten
Thank you! unfortunately I haven't got any update or solution from Zendesk. We keep seeing that message on our Support site and at this point we are considering moving out of Zendesk. This is very frustrating. It shouldn't be this hard to communicate with Zendesk Support. Thanks again for trying.
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