Support Offered

Hi,

I wanted to share feedback about my experiences with support. I find it to be Zendesk's biggest weakness, which is ironic, given Zendesk is in the business of helping their clients provide support.

First, the email code. If I'm already signed in to my account, why do I have to provide a code to prove who I am? Waiting for email codes that take a few minutes to show up and can end up in your spam is frustrating. It just delays getting help after you've already battled with the Chat Bot to get to a real person.

Second, not being able to talk to someone via Chat and having to wait 1-2 business days to get a response. I suspect there may not be enough support staff members to provide chat support, but it's frustrating when I have a quick question that could possibly get a quick answer and then have to stop what I'm doing and wait for someone to respond to my ticket.

Lastly, ticket responses being stored in the Chat window. I'm not sure if there is an alternative way to go back to a ticket and view it. It is difficult to view ticket information in the Chat bot. The window is too small and you end up having to read a huge column of text. I know that this correspondence also happens via email, but once a ticket is closed and if I need to go back to it, I have to go find it in the small Chat window. If there's a support ticket page where I can see tickets more easily, it would be helpful to see how to navigate to that. 

Thank you,

Christal Rosa