Improvements to your Zendesk Support experience
Hello Zendesk Community!
Last fall, we announced some changes to the Zendesk customer support experience. The goal of these changes was to serve you in a more personalized and efficient manner. This included delivering automated responses to common questions and leveraging the always-on nature of Messaging to combine the immediacy of live chat with the ability to continue conversations without repeating information. Many of you took the time to share your concerns with us in the comments of that article, as well as in support interactions and in our community. We appreciate all of the feedback we received around this new support experience, and last week we rolled out the first of a series of improvements based on your feedback.
For full transparency, many of you were less than satisfied with the changes we made. Some expressed criticisms that Zendesk doesn’t care about how these changes affect you, your business, or your customers, but we want to assure you that we do. It's important to us that you know how valuable you are and that we do truly care about your overall experience with our products and our business. The changes last fall were always intended to be the first step of an iterative process, and our teams are working very hard behind the scenes to address the concerns you’ve shared with us over these last few months.
I’m pleased to share with all of you the newest changes we’re making to the support experience which include the following:
- Changing how conversations are named in the Messaging widget, to make them more clear and easier to find
- More transparent conversational bot questions
- Estimated wait times, so you have a sense of when you will get a response
- Customer satisfaction survey notifications
More information about these improvements can be found here: We’re continuing to improve your Zendesk Support experience This article will be regularly updated with future improvements.
Our teams are continuously reviewing your feedback and we aim to deliver improvements as a result of that feedback. In the future, if you have feedback or concerns you’d like to share with us around the support experience, you can do so through our official form here: Zendesk customer support experience feedback form
Stay tuned for more changes in the future and again thank you so much for helping make us better at what we do :)
Estimated wait times, so you have a sense of when you will get a response
I haven't seen any estimated wait times in my chats, I made sure to check on a new one I started today even, is this being rolled out gradually?
Hey CJ! Sorry for the confusion; these will indeed be rolled out to Premier customers but are not yet live. When we provide a wait time, we want to both acknowledge the contractual SLA you're entitled to with Premier Support and provide an actual discrete estimated wait time. I expect those to roll out this month.
I'm to the point where I won't even open a ticket in the future. I have 2 chats open now. One was over 6 hours with no response, the other was over 4 hours.
Personally, I'm not sure if the problem is the new format (which is awful) or the lack of skilled agents. Based on the responses I'm receiving, I lean towards the latter. It didn't used to be this way.
I would expect a company that sells support software to be so much better at providing support.
Thanks for sharing your feedback. We're going to pass it along to the leadership in the support organization. I also encourage you to log your feedback via this form, so that it can be aggregated with and tracked as a part of all of the user feedback we're soliciting on the support experience:
Official form for submitting feedback about Zendesk's support
I will also follow up with you directly; please keep an eye out for a message from me.
I have been trying to reach you guys for two months and nobody is responding. Your sales phone line isn’t working I get dropped. You can’t send email to support because it bounces. Horrible support
Just tried to call you again and it just hangs up when trying to reach sales
Hi Douglas -
Our apologies! It sounds like your account manage spoke to you today, but I'll see if I can figure out what's going on with that phone number (just to confirm, did you try calling our global HQ number and hitting 1 for Sales? If so, I got the same thing).
In the meantime: to contact our Customer Care team, use the methods described here: Contacting Zendesk Customer Support. Hope that helps!
I am generally appalled by Z support service. My designed team has been trying to reach somebody for week just to fix a technical issue on my platform; it is either no response at all or the unprofessional support team has no CLUE of what they are doing or how to go about it, they just don't care. This is unacceptable given what Z. claims of capacity of getting things done, what a SHAME, wasting of time and resources!
My team we are deliberating of finding another RELIABLE partner, this is just a big JOKE!
I still don't have this feature:
- Estimated wait times, so you have a sense of when you will get a response
I'm not on Premier. I've never seen it, ever, when opening a ticket via chat with Zendesk Support. Was this removed?
Hey CJ! This is definitely live and active today for all customers who contact Support. The bot will share this message once you've submitted your request as it passes the conversation into our queue. For example, here's a screenshot:
Please note that we only provide an estimated wait times for conversations with our product support team at the moment. If you select to talk to Sales or talk to another team, Z Bot won't have a wait time estimate to provide as of today. Let me know if that doesn't clear things up!
To resolve a technical issue with my platform, my design team has been attempting to contact someone for a week. Either there has been no answer at all, or the unprofessional support crew doesn't know what they are doing or how to proceed, or they simply don't care.
Sorry to hear you haven't been able to get ahold of our Customer Care team team to get your issue resolved. Any chance you can share the ticket # you received when you reached out? I wasn't able to track anything down on the profile you're using to contact us in the forums.
Let me know!
Hi Brett Bowser!
For our business it would certainly feature that would be beneficial when we talk about managing our end-user's expectation.
Is this functionality a part of the roadmap for 2023? If not, could you please tell us why it hasn't been prioritized?
Can you confirm what feature you're referencing here? Just want to make sure I have the correct information for you.
I'm referring to this one.
- Estimated wait times, so you have a sense of when you will get a response.
Thanks for clarifying, Mattias. To be clear, this post is about your experience when contacting Zendesk customer support, not necessarily a Zendesk feature. We are using Sunshine Conversations to power our widget and use a third-party bot tool to share the wait time estimate. If it's of interest, I can share more about how we define a wait time estimate. Anyone using SunCo could display the same!
Madison Hoffman and Brett Bowser what can I do if nobody from Zendesk answers my support tickets anymore and my account manager does not respond any of my emails since weeks? I need to change my subscription.
I see you have a couple of tickets created as of yesterday which are assigned over to our Finance team. I can confirm that your tickets are assigned over to the appropriate team and they will follow up with you as soon as they can.
Appreciate you bringing this to our attention!
Thank you Brett, I opened those after my account manager stopped responding my emails.
Brett Bowser. Ticket is awaiting for an answer for a week now. That is excluding the emails I had with my account manager previously. Is there anyone in Zendesk that can take some responsibility instead of just assigning tickets to others?
Btw that is ticket #11524849
I double checked on the ticket you referenced and reached out internally to see if we can expedite this request for you. It does look like we got a response back out to you as of 5 minutes ago so appreciate your patience. We will continue working with you in that ticket to get your questions answered and make any necessary adjustments to your plan level.
Thanks for bringing this to our attention and let me know if there's anything else I can help with :)