質問
サブスクリプションに変更を加えたところ、「 保留中」のサブスクリプションのステータスが表示されます。変更がすぐに有効にならなかった理由を教えてください。
回答
通常、サブスクリプションの変更はただちに行われ、追加した新しいプラン、機能、エージェントにアクセスできます。
サブスクリプションを変更してアカウントのエージェント数を減らしたり、サブスクリプションをダウングレードしたり、請求サイクルを変更した場合などは、これに当てはまらない場合があります。これらの特定のシナリオにより、保留中の購読がトリガされます。
保留中の購読は、次の請求書作成サイクルまではお客様のアカウントに変更が表示されないことを意味します。変更を早く有効にすることが重要な場合は、Zendeskサポート にご連絡ください。アカウント担当者をご紹介いたします。
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14件のコメント
Ryan Kennelly
What level is it currently bumped to?
What is the current eta to a response? It has been 29 days without any real concrete information other than these vague community updates that are not real updates. Can we move this to a public forum?
1
Brett Bowser
I'm glad you were able to get that taken care of on your end and I do apologize for the delayed response. I've contacted our finance team and bumped the priority of your ticket to see if we can expedite this.
I'll be sure to keep you posted if I find out more.
0
Ryan Kennelly
Hi Brett,
I was finally able to do it myself after waiting several weeks but unfortunately the damage was done and we are still in damage control mode. I hope your development team will respond to urgent issues in the future and obviously have a lot of concerns using zendesk going forward.
the finance team has still not responded but hoping they will not charge us for the hardships and lack of any urgency to resolve this issue.
No company should have to go through this and I'm guessing being a small company puts at the bottom of the priority list.
0
Brett Bowser
I double checked on my end and as far as I can tell Answerbot has been removed from your subscription.
Are you seeing something different on your end?
0
Ryan Kennelly
I don't think the Finance team is the right department to deactivate the Answerbot, shouldn't this be sent to a support or IT team?
0
Brett Bowser
Looks like your ticket is assigned to our Finance team currently. It appears they're dealing with a high volume of tickets right now which may explain why you haven't heard back yet.
I'll bump your ticket to see if we can get an update out to you soon.
Thanks!
0
Ryan Kennelly
Brett,
We have not heard anything in 2 days and wanted to make sure this was on your radar. You said this ticket was escalated but have not heard from anyone. Looking for direction.
Here a screenshot of things left off with Holly:
https://www.dropbox.com/s/6z9ow4pzpqkc7cn/Screen%20Shot%202022-04-21%20at%207.10.47%20PM.png?dl=0
0
Ryan Kennelly
Hi Brett,
The AnswerBot is still on and have not heard back from the tech or finance team. It is creating a miserable experience for our customers and we are in damage control until it is turned off.
Can you escalate to the next level? I'm not sure what level it was bumped up, but we have received no updates or any communication since it was "escalated."
Holly pointed out that I am responsible for Answerbot charges due to my Master contract and feels like she missed the point. We are trying to get this turned off asap and can worry about the money later.
If Zendesk continue charging $500/month for something I do not want or use, that seems harsh but if that's what the contract agreement says, please let me know when I can turn this off so I can budget appropriately.
0
Brett Bowser
We've gone ahead and escalated your ticket to our Finance team so you'll receive an email from them soon.
Appreciate your patience while we work to get this resolved!
0
Ryan Kennelly
I replied and we are going in circles still, is there a way to expedite this simple request:
0
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