Unexpected Fees and Communication Issues

Our company, a long-time user of Zendesk, recently faced a frustrating situation. Without any prior notice, we discovered a sudden increase in service fees. Despite attempting to get clarification from Zendesk, we received minimal support and were told about an email notification we never received.

After reaching out to Zendesk for help, we faced a delay in response. To make matters worse, our account manager in Thailand informed us they were no longer overseeing our account due to a transfer. This lack of communication has left us without a point of contact to address our concerns.

This unexpected fee increase has forced us to revise our budget for the year. We hope Zendesk can improve its communication and support processes to address customer concerns promptly