Arvind

I don't think Zendesk has any intention of listening to their customers seeing how silent they have been about this. Not a single reply or update being provided.

I guess it is high time that we look into better alternatives that actually listens to their customers and do something about it, and not try and monetize every single feature.

Hi Jonathan,

As everyone has mentioned previously, I too strongly agree that 1000 MAU is completely unacceptable. And what's worst is the whole timing of it. I just got invited for AI Conversational Lunch by Zendesk to discuss more on the future of AI in CX, but at the same time, you are increasing the prices by adding a lot of additional charges. Starting of with the USD50 per agent for advanced AI, which itself seems unfair. As we are not using several AI's. We are only using 1 AI across the department, and I have worked with other platforms that also provide Advanced AI at no additional cost. And now a limit of only 1000 MAU, whereas our current MAU ranges from 3000 to 8000 depending on seasons. Again, I have used other platforms that does not have any limit for MAU.

You also mentioned that when Flow Builder was first announced with messaging in 2021, it was communicated that it would be unmetered for some time. As with others in this conversation, I was not able to find any article or documentations that mentions this. I would really appreciate if you can share the link at the soonest as it has been some time with no further response from your side as well.

Thank you.

We have been using Zendesk with Voice for nearly 2 years, and recently, I noticed a weird charge on our Voice channel. So we have opted for 3 phone numbers, and 2 of them are at USD5 each and 1 of them are at USD7. So total comes to USD17, which is okay. These 3 numbers can also be viewed in Admin Center>Channels>Talk>Lines.

However, we are also being charged for 2 other numbers, one at USD5, and another at USD75 a month. Both these numbers are not found listed under Lines and we are have not seen this number as well.

When I reached out to Zendesk support, I get this answer below, which is very vague, and does not answer the question:

"Upon double-checking the number (XXXXXXX) it is a Singapore number that you have purchased. Now the XXXXXXX is a Malaysian number on your account. You are maybe using those number for international calling hence the bill."

Can anyone advise me more on this please?