For a company built on tech support your support department is terrible. I would be embarrassed. I have a ticket that's been open for over ten days with zero resolution. Something that at one point in time I could do on my own in the support center now involves contacting support or sales. I'm simply trying to downgrade my plan. Im getting so frustrated with you guys that I am going to start looking at other support options.
Feedback submitted
Zendesk Support is Absolutely Horrible
This topic has been closed for replies.
Gone through a similar, painful process just trying to get an account rep to talk to me about upgrading our account (i.e., spending even more money with Zendesk).
The chatbot wouldn't respond unless I was "logged in" even though I was logged in at the time. It took a few iterations to make sure I was logged-in as far as the "chatbot" was concerned.
Then, nobody responded to my query for information about upgrading our account for 40 minutes only to CLOSE the sales inquiry ticket because I didn't respond fast enough.
Repeating the process this morning, I'm now informed someone may get back to me in 3 days. Very frustrating. Starting to talk to competitors to see who gets back to me faster.
Zendesk is really aggressive about closing tickets, apparently so they don't have to work on them. It's really annoying to have a long weekend and have your tickets closed without warning.
Hey Brett,
Can you communicate back to whomever is responsible for the hyper-focus on closing unresolved tickets to let them know what a negative impression this leaves with customers? I realize there are benefits to keeping the queue clean but not at the expense of real service.
Dave
- Community Manager
Hey David,
Abosutely agree and I'm passing this feedback along to our new team that focuses on these situations when they come up. I promise the intent is not to leave customers questions unresolved so do know we plan on taking this feedback very seriously and will follow up with the appropriate teams to ensure we're improving this experience for you.
Thanks again!
Abosutely agree and I'm passing this feedback along to our new team that focuses on these situations when they come up. I promise the intent is not to leave customers questions unresolved so do know we plan on taking this feedback very seriously and will follow up with the appropriate teams to ensure we're improving this experience for you.
Thanks again!
Adding on to this thread due my ongoing issues with total lack of service. We have not had contact with anyone from Zendesk for over a year and now while we are looking to possibly implement AI features we are going on nearly a month with no responses to our messages to support.
Very poor experience that provides doubt if Zendesk values their customers
Unfortunately, I'm not alone in experiencing the same problem. The lack of resolution has caused significant disruption to our operations, and this level of support is unsustainable for businesses like ours that rely on timely assistance.
While I understand that issues can arise, the limited information provided and the lack of success in finding solutions through Zendesk Support or even through LinkedIn contacts is concerning.
- Community Manager
Hello everyone, thank you for your feedback here. I'm sorry to hear that you have had a negative experience with our Advocacy teams, we appreciate your transparency and apologize for any inconvenience. We strive to deliver the highest service to our Customers and always want to know how we can improve. We have passed this information over to our Advocacy teams and leadership teams so they can review. At this time I am going to close this post for comment since we have captured this feedback. Thank you again for being a valuable Zendesk customer!
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Appreciate you bringing this to our attention and apologies if you didn't get the help you needed before the ticket was closed out. I'm generating a new ticket on your behalf so our Customer Care team can look into this further with you.
You'll receive an email shortly stating your ticket has been created.
Let me know if there's anything else I can assist with in the meantime.
Cheers!