David Nelson-Gal

Hey Brett,

Can you communicate back to whomever is responsible for the hyper-focus on closing unresolved tickets to let them know what a negative impression this leaves with customers? I realize there are benefits to keeping the queue clean but not at the expense of real service.

Dave

Gone through a similar, painful process just trying to get an account rep to talk to me about upgrading our account (i.e., spending even more money with Zendesk). 

The chatbot wouldn't respond unless I was "logged in" even though I was logged in at the time. It took a few iterations to make sure I was logged-in as far as the "chatbot" was concerned.

Then, nobody responded to my query for information about upgrading our account for 40 minutes only to CLOSE the sales inquiry ticket because I didn't respond fast enough.

Repeating the process this morning, I'm now informed someone may get back to me in 3 days. Very frustrating. Starting to talk to competitors to see who gets back to me faster.

Add my vote to these features. We are now experiencing more and more customers (governmental organizations, et cetera) who require this support. The lack of support forces us to call out as contrast and font sizing customization as "Not Supported" which puts our deal opportunities at risk.