AlMoahal AlHadith Co

We are being forced to continue with our current licenses without any flexibility on Zendesk's end to change the number of agents as per our requirements. With such arrangements and inflexibility, we are seriously considered to not continue with Zendesk in future beyond this current contract.

Hello,

We have been informed by our Zendesk Account Manager that we are not allowed to reduce number of seats in our yearly subscription. Our current annual subscription has 16 sell and 9 support seats but our requirement has reduce to 0 sell and 13 support. We have contacted Zendesk Account Manager but we have outrightly been told that change in subscription is not possible unless we inform Zendesk 30 days prior to subscription expiry date. If this is Zendesk policy, it definitely does not cater to customer demand.

We were also planning to upgrade Enterprise plan from the current Professional plan however we were told that even in this case the plan can be upgraded with additional financial impact whether the number of agents are reduced, increased or kept the same. Is this the Zendesk policy that we cannot reduce the number licenses or change combination of sell/support licenses based on our requirements unless this is communicated with Zendesk one month before subscription expiry for our yearly contract?

We have a pressing need to adjust the number of licenses based on various Zendesk services but it is not being allowed to us. 

Quite disappointed with app. We are using multiple social media channels to receive customer messages. The app does not identify from which social media channel and on which post the customer comment is coming from.

We tried to use Zendesk web version on mobile but to our utter disappointment Zendesk web version does not have responsive design hence it becomes very hard to use web version on Zendesk on mobile.

As a high priority Zendesk should make the web version responsive and in parallel, update the mobile app.