GETTING HELP FROM ZENDESK IS INFURIATING! | The place for Zendesk users to come together and share
Skip to main content
Feedback submitted

GETTING HELP FROM ZENDESK IS INFURIATING!

Related products:AI
  • August 20, 2025
  • 3 replies
  • 2 views
Lynn13

The AI Bot for Zendesk is so inadequate for the task you're asking it to do that my mind boggles.  

  • It does not correctly identify the nature of the inquiry after many attempts.  
  • It traps customers in a loop of asking the problem, misunderstanding the problem, offering selections for clarification that do not include the necessary options, and ultimately restarts the loop.  This can and frequently does go on and on until I quit.
  • On the 1-2 occasions where I was actually able to get a human agent, I did get accurate information but getting to the human agent is almost impossible.
  • Your bot has never solved a problem for me.

Any links to submit tickets by mail are removed or buried in obscure locations.

 

Why should I trust your platform with my customers if this is the experience you're giving me?

 

    3 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • August 22, 2025
    Hey Lynn,
     
    Thank you for sharing this. I am sorry for the runaround you experienced with the bot and the difficulty getting to a person. I have shared your post with our Zendesk Bot team to review the intent detection, clarification options, and escalation path you described. Getting stuck in a loop or struggling to reach a person is not the experience we want.
     
    I can see you were able to connect with our team and do not have any open tickets now. If anything is still outstanding, I am happy to create a ticket on your behalf from here. Let me know and thank you again for being a Zendesk customer.
     
    A
    • Austin26Employee
    • Employee
    • August 22, 2025

    Hi Lyn,

    Thank you for flagging your experience with our AI Agent. Our intention is never to prevent you from reaching a human when you need support, so thank you for raising this issue. 

    Upon reviewing your latest conversation with our AI Agent, we did discover an unintended configuration that created a loop. This is not the experience we strive for and the team has addressed this issue. After seeing self service content and selecting “no" or “that did not resolve my issue” you should be offered the option to connect with an agent.

    We are currently underway with an initiative to transform our AI Agent using the latest agentic generative technology offered by AI Agents Advanced. We are confident that this overhaul will result in a significantly improved experience in terms of content provided by the AI Agent and issue detection. 

    Finally, we do offer other additional channels to contact Zendesk Support (all of the options can be found here), such as our web form which creates a ticket that can then be responded to via email. When signed into the help center, you can access this form by clicking on your name in the top right corner and selecting Submit a Request. 

    Again, I apologize for the experience you have had with our AI Agent and thank you for bringing this to our attention so we can create a better experience for you. 

      Lynn13
      • Lynn13
      • Author
      • September 29, 2025

      Following up, Austin Lacey reached out to me and actually listened to my grievances.  I am pleased to report that I've only experienced being trapped in a loop one or two times since our converstation.  In fact, I've had several satisfactory encounters with the AI bot as well. 

      Thank you, Austin for taking the time to reach out.

      Terms & ConditionsAccessibility statement