Zendesk Support Response times
Hello, What is the time frame in which we can expect a response from our account manager? Is the timeframe dependent on the level of subscription we have? Is the timeframe published anywhere that the public/clients can access? I have been trying to get answers to simple questions for a week and have received no response to multiple calls,emails, and voicemails from our account manager.
Thanks for bringing this to our attention! I reached out to your AE to see if they can follow up with you as soon as possible. If you have any product related questions, feel free to ask them here as I'm happy to try pointing you in the right direction :).
I appreciate you responding to my question, at the least. However, my Account Executive is still unresponsive. For a company that provides Customer Support solutions, this is very ironic.
Do you have an escalation matrix for cases like these?
I did follow up with your AE and they informed me that they had scheduled a meeting with you later in the week to get your questions answered.
Can you confirm that you were able to meet and let me know if you have any additional questions?
Yes, I did speak with the Account Executive last week, and he did help me through the questions I had. I am, however, waiting for a follow-up on the confirmation of the changes I requested.
I appreciate the follow-up. Thank you!