Zendesk needs to being back phone or email support
Feedback -
Someone closed my last post here but here's a great example how zendesk has made it impossible to get in touch with someone in support.
First - there is zero phone support and you are now shoved into the "Z Bot" that asks you 865 questions.
So when your entire team is down because of a cloudflare error like the below, there is no number to call, no email to send to.
Why do we pay for enterprise support when it's impossible to get support? My entire team was completely down with the below error and we had nobody to call or email, no way to get to the subpar Z-Bot.
Who is making all these changes that thinks its a great idea? Zendesk used to be amazing with service.
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Agreed. Terribly inconvenient when the product doesn't allow you to log in so you can't access the support chat... traditional email only elicits a form response about being unmonitored.
Further, when checking the Zendesk status page, the issue wasn't listed. Scrolling to the bottom of the page to report the issue, by using the "Tell us." link, takes you to a page that no longer exists.
https://support.zendesk.com/hc/en-us/articles/4404617865498
Thankfully, our account executive was very responsive. -
Also agree, I have been on Zendesk for about a year and I do find it odd that a company built around customer support doesn't have direct customer support I can call.
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We use this site to get quick info when we run into issues. It helps us know more immediately if it's a local network issue versus an issue on ZD's end.
The last support ticket I submitted was on June 22 at 3:16 PM and I got my first reply on June 28 at 9:39 AM 😑 surely that had to have breached an SLA 🙃
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Well said Matt Simpson- a company built around better customer service doesnt have a direct support number.
I can see not allowing someone to call in on a starter plan, but enterprise?
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I had to use Z bot again today and go through 1000 ugly and unhelpful prompts to remove a license. My sales rep doesn't answer their email. This is really a downhill spiral for zendesk.
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Hoping to have standard support@zendesk.com to come back...
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We are still forced to go through Z Bot.... Horrible.
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