Feedback on Contacting Zendesk Customer Support

4 Comentários

  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing that feedback here, Michael. We've included it in our weekly report to our support team's leadership. 

  • Tom McLellan

    We use Zendesk as an email ticketing system because our customers find email to be faster and more convenient than trying to connect over chat. 

    For example, the option to re-assign a ticket to another agent (by selecting them from the dropdown) wasn't working, so I sent a quick message to I got an auto-reply telling me that Zendesk had discontinued email support and that I should contact Zendesk through messaging. 

    While logged in the Agent interface, I tried to start a live chat, but the chatbot insisted on asking for my email, even though I was already logged into the Agent interface, and then wanted to send me a PIN code to verify my identity. That would seem unnecessary if the messaging widget were properly integrated to the Agent interface... we wouldn't do this to my customers because they wouldn't like the extra friction, and our NPS would suffer. 

    At some point, I'd love to offer customers more choice including a messaging option, but I would only roll it out when it's properly integrated for an easy and fast experience. 

    I've been a huge fan of Zendesk but the irony of not being able to send an email to your support team (regarding your email ticketing features), and having to spend more time through your messaging channel, seems at odds with your mission of being a service-first CRM company that builds software to improve customer relationships. I'm sure the idea looked good on paper, but I hope you introduce email again in the future, or even an option to pay more and get support by email. Thanks for leaving this post open and allowing for feedback. 

  • Rick Marx

    I'm trying to contact Zendesk support, however, after the initial follow-up from one of your agents, who didn't resolve the issue, but simply believed so and instantly closed the ticket, I am unable to contact anyone anymore.

    My tickets simply instantly get set to resolved without any contact.

  • Brett Bowser
    Zendesk Community Manager
    Hey Rich,
    I'm sorry to hear about this experience with contacting our Customer Support team. I'm going to create a ticket on your behalf and follow up with our team internally to see what's going on here. It's definitely not our intention to just solve out your tickets without following up with you so I appreciate you bringing this to our attention. 

    You'll receive an email shortly stating your ticket has been created so feel free to reply back to that email with any additional information you'd like to provide.

    If there's anything else I can help with in the community please don't hesitate to ask!

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