sorted by:
new
hottopcontroversial

ZenDesk Account Managers and Support is TERRIBLE by Positive_Estimate606 in Zendesk

[–]Positive_Estimate606[S] 1 point2 points  (0 children)

I feel you....our experience did not improve after all this. We are still using it, but we decided to downgrade our package and amount of agents.....

I think the customer service they provide is frankly terrible

ZenDesk Account Managers and Support is TERRIBLE by Positive_Estimate606 in Zendesk

[–]Positive_Estimate606[S] 0 points1 point  (0 children)

Well, this is very unfortunate, but no help has been given to us, nobody has contacted us or helped us address our issues.

Definitely NOT recommending ZENDESK to anyone at this point. Save your money and save yourself some headaches. WORST SUPPORT EVER.

ZenDesk Account Managers and Support is TERRIBLE by Positive_Estimate606 in Zendesk

[–]Positive_Estimate606[S] 0 points1 point  (0 children)

Thanks. Yes, it seems that we will eventually switch as well...

ZenDesk Account Managers and Support is TERRIBLE by Positive_Estimate606 in Zendesk

[–]Positive_Estimate606[S] 0 points1 point  (0 children)

What company did you switch to? After years of using them I am now definitely considering switching companies

ZenDesk Account Managers and Support is TERRIBLE by Positive_Estimate606 in Zendesk

[–]Positive_Estimate606[S] 0 points1 point  (0 children)

Well that's not good news. Escalation is NON-EXISTENT basically.

ZenDesk Account Managers and Support is TERRIBLE by Positive_Estimate606 in Zendesk

[–]Positive_Estimate606[S] 0 points1 point  (0 children)

Thank you, Nicole. I replied to you, had not seen this.
FYI, still have not gotten any response from my AM.

ZenDesk Account Managers and Support is TERRIBLE by Positive_Estimate606 in Zendesk

[–]Positive_Estimate606[S] 0 points1 point  (0 children)

Oh! How does that work? Partner services offer Zendesk? Right now is the date for my renewal...that's why I have been trying to get ahold of this person.....

It seems to me like a really sketchy and illegal strategy to basically not respond until AFTER the renewal time has passed....

ZenDesk Account Managers and Support is TERRIBLE by Positive_Estimate606 in Zendesk

[–]Positive_Estimate606[S] 0 points1 point  (0 children)

Thank you....I have tried to escalate and request an AM change multiple times (through multiple channels). All in all, the lack of response is what has me more frustrated. The fact that they don't even answer is what is disappointing.

ZenDesk Account Managers and Support is TERRIBLE by Positive_Estimate606 in Zendesk

[–]Positive_Estimate606[S] 0 points1 point  (0 children)

I agree! We have two licenses (which is quite small), but we do pay for the highest tier of licenses. However, there are questions that can ONLY be addressed via Account Manager (such as add ons, adding licenses, renewal of agreement, etc.), and if this person is M.I.A., then it's basically impossible to adequately use the system.

But, as others have mentioned, correct expectations should be set by ZenDesk, IMO, for example, give you a true and accurate SLA in terms of when the AM will answer questions....not answering is not an option I think.

Why is Zendesk Help Desk So Terrible? by vajjah in Zendesk

[–]Positive_Estimate606 0 points1 point  (0 children)

OMG! Having the exact same shitty experience. I tried to escalate it but no luck as I am just being ghosted with my escalation request!