As a longtime Zendesk user, I had the privilege to experience Mail Support from Zendesk:
Compose your mail, add your pictures, check for completeness - and send your request.
Now, though, Zendesk got fancy and "innovative": You will certainly get less tickets, if you make it hard to state your problem: First, you have to conquer the bot with its incredible set of questions. Then, you can compose your message - mind you, text only...
Then, send it off, and you will get the exact same thing as in the original mail case - "we got your ticket, we'll come back".
In the former scheme, you had delivered a complete description of the problem. Now, you have to wait for some good soul to open a ticket, and then allow you to post your images and detailed descriptions.
Looking at the whole process, I have a hard time to see the customer benefits: You spend more time, and you need to explain things multiple times before Zendesk knows what you want.
Now, if I'm no longer interested in getting bugs reported, I'd do exactly what Zendesk has done: Make it hard to impossible to open a ticket, and all the not-so-important and important tickets will just not happen.
Why, is my question here?
OK, that's not all folks - here's the first reaction of Zendesk to my partial request:
Boilerplate text that is pushed in my face, instead of anything useful.
The delay stemming from this completely useless messaging detour: one day, more or less.
The "responses" cited in the boilerplate above are ... well, what I clipped from that mail. Once again, 100% free of value added.
My question remains: WHY?
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