Recent searches
No recent searches
Enhancing the 'Get Help' Escalation Experience for Zendesk Support Admins
Posted Jun 19, 2024
Hi Zendesk
I escalated an issue today via the Get Help feature in our Zendesk Account and had a poor customer experience (CX) during the non-assisted escalation flow.
Escalation process
I started escalation in our Zendesk Support account, as the account admin, using Get Help.
Then I ask some requestions and get responses. I need to escalate to a human.
On issue I have is the bot is very slow. It repeatedly took 5-8 seconds for return queries.
I am a bit annoyed perhaps, but it's ok.
Speak to an agent stalls for over a minute
Eventually I get the option “Speak to an agent”. I click the button and get 3 fields to fill out:
Next, the bot shows some animations (checkboxes) and then just stops. There are no instructions to wait, no spinners.
Since this is not my first time experiencing this, and it has been slow before, I just waited.
Nothing happens for about 60-90 seconds.
After that long wait, it finally continues.
I get a link “Add details to ticket” that leads to a 404 page
Now I get the UI below, …conversation forwarded to Technical Support.

The link “Add details to Ticket” is to https://support.zendesk.com/hc/en-us/requests/<my-ticket-id>
When I click that link, and I get a 404 page.
This is not the first time. I know what's up. You are linking me to a ticket id that is not yet ready to access (for some reason).
So I cannot add the details.
Waiting Time…
I reload the page linking to the (soon to be) ticket request page, but nothing has changed. I decide to visit the "My activities > My Requests" area in the Zendesk Help Center to check my list of requested tickets. I confirm that the ticket in the button link is not showing up there, which makes sense since the direct link didn't work. I try a few more times and then give up.
I Get an Email "Help is on the Way" 5-10 Minutes Later
After a few minutes, I receive an email titled "Help is on the way." In the email, there is a ticket ID (the same ID I got before in the "Add details to ticket link," which wasn't accessible before).
I still have the bot widget open on my Zendesk Support admin page, so I click the "Add details to ticket link" again, and it finally takes me to the ticket.
Should It Be This Hard to Escalate a Request?
I now proceed to add four sentences of text. This was the extra context I couldn't send in before. I submit my update in the Help Center portal.
Looking Forward to Seeing Improvements
You have a conceptually good solution here, but as you can see, it has room for improvement.
This is the third time I have had this customer experience. The first was months ago. I have reported it before in chat, asking service reps to escalate it to the product team, but I'll put the feedback in the community now to ensure it gets better visibility and reaches the product team.
3
0 comments