I am new to Zendesk and in the middle of implementation and I have to say I am more than disappointed. Your implementation process is that the clients sets up everything on their own and that they use articles to learn how those functions work. Any time we have a questions, an articles is being sent to us for instruction on how to complete task. What I am finding is that they are outdate or just wrong. They either have steps missing, broken links or reference Old format (you are upgrading some areas). I get that you are upgrading; however, any upgrade needs to have the corresponding articles reviewed and updated as well. The other issue is you do not do any type of pictures - you are upgrading and people are on 2 views of your system in some places - when you say admin - is it admin center by the 4 squares or is it the left view in agent view?
Couple examples of articles:
- How to assume an agent - instructions are wrong
- Information on using auto bot for articles is incorrect - it states labels drive the search but in fact, Zendesk team members said "Well, it really doesn't work that way" so we had to turn it off.
- I found another article that the links were broken in so I could not follow the trail.
- Article on how tickets move automatically to open when an agent takes them and makes a comment - your comment cannot save unless you manually choose a status and submit (and should go to pending if you are waiting on a response).
I spend more time chasing around articles that are not helpful and adding to the level of frustration that is above what should happen.
I would like to speak to someone. I am not sure how you expect new clients to be successful when at every turn they receive wrong information.
I work in software and any update requires Help guide document updates and they MUST be done prior to release. That is part of my job, to make sure our clients have accurate and helpful information.
Hi Pam, I'm sorry you're having such a frustrating experience tracking down information. We do try to make Zendesk products as easy as possible to set up on your own, but I completely empathize with the frustration you feel from not getting the right answers in our documentation.
We do try very hard to keep our official documentation up to date, but we're certainly not perfect, and it's harder to make sure older answers to questions are also updated as our product evolves. We do really appreciate any reports we receive on outdated or inaccurate information and broken links, and we try to update those as quickly as we can after they're reported.
Thanks for adding updated instructions on the account assumption question (very much appreciated), and if you wouldn't mind adding links here to the other issues you found (and some more details on the issues you found with the bot documentation), I'd be more than happy to follow up with our documentation team. I'll also ask your account manager to follow up with you.
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