Improvements to your Zendesk Support experience

12 Comments

  • CJ
    Estimated wait times, so you have a sense of when you will get a response

     

    I haven't seen any estimated wait times in my chats, I made sure to check on a new one I started today even, is this being rolled out gradually? 

    0
  • Madison Hoffman
    Zendesk Digital Resources Team

    Hey CJ! Sorry for the confusion; these will indeed be rolled out to Premier customers but are not yet live. When we provide a wait time, we want to both acknowledge the contractual SLA you're entitled to with Premier Support and provide an actual discrete estimated wait time. I expect those to roll out this month. 

    0
  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    I'm to the point where I won't even open a ticket in the future. I have 2 chats open now. One was over 6 hours with no response, the other was over 4 hours.

    Personally, I'm not sure if the problem is the new format (which is awful) or the lack of skilled agents. Based on the responses I'm receiving, I lean towards the latter. It didn't used to be this way.

    I would expect a company that sells support software to be so much better at providing support.

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi Louis, 

    Thanks for sharing your feedback. We're going to pass it along to the leadership in the support organization. I also encourage you to log your feedback via this form, so that it can be aggregated with and tracked as a part of all of the user feedback we're soliciting on the support experience: 

    Official form for submitting feedback about Zendesk's support

    I will also follow up with you directly; please keep an eye out for a message from me. 

    -1
  • Douglas Palme

    I have been trying to reach you guys for two months and nobody is responding. Your sales phone line isn’t working I get dropped. You can’t send email to support because it bounces. Horrible support

    1
  • Douglas Palme

    Just tried to call you again and it just hangs up when trying to reach sales

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Douglas - 
     
    Our apologies! It sounds like your account manage spoke to you today, but I'll see if I can figure out what's going on with that phone number (just to confirm, did you try calling our global HQ number and hitting 1 for Sales? If so, I got the same thing).
     
    In the meantime: to contact our Customer Care team, use the methods described here: Contacting Zendesk Customer Support. Hope that helps!
    -1
  • Israel

    I am generally appalled by Z support service. My designed team has been trying to reach somebody for week just to fix a technical issue on my platform; it is either no response at all or the unprofessional support team has no CLUE of what they are doing or how to go about it, they just don't care. This is unacceptable given what Z. claims of capacity of getting things done, what a SHAME, wasting of time and resources!

    My team we are deliberating of finding another RELIABLE partner, this is just a big JOKE!

    2
  • CJ

    Hi, 

    I still don't have this feature: 

    • Estimated wait times, so you have a sense of when you will get a response

     

    I'm not on Premier. I've never seen it, ever, when opening a ticket via chat with Zendesk Support.  Was this removed? 

    0
  • Madison Hoffman
    Zendesk Digital Resources Team

    Hey CJ! This is definitely live and active today for all customers who contact Support. The bot will share this message once you've submitted your request as it passes the conversation into our queue. For example, here's a screenshot:

    Please note that we only provide an estimated wait times for conversations with our product support team at the moment. If you select to talk to Sales or talk to another team, Z Bot won't have a wait time estimate to provide as of today. Let me know if that doesn't clear things up!

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  • DanielBailey

    To resolve a technical issue with my platform, my design team has been attempting to contact someone for a week. Either there has been no answer at all, or the unprofessional support crew doesn't know what they are doing or how to proceed, or they simply don't care.

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Daniel, 

    Sorry to hear you haven't been able to get ahold of our Customer Care team team to get your issue resolved. Any chance you can share the ticket # you received when you reached out? I wasn't able to track anything down on the profile you're using to contact us in the forums.
     
    Let me know!
    0

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