Hello,
I'm hoping this reaches someone inside Zendesk for some feedback.
On the 19th of October we received an email stating that our credit card needed to be updated. I took this as an opportunity to review the bill, and found that we were paying for 2 extra users that were no longer required.
On the 23rd of October, I raised a ticket to the sales team via the Zbot interface in our portal. Zbot advised that an agent will be in touch shortly.
Fast forward one entire week, and I still had not received an acknowledgement.
I created another ticket in case there was something of a technical issue with the first ticket.
Not having received a response from the second ticket the day after, I tried raising another request to the support team. The support team responded the same day, apologising for the issue and advising that they will notify the Sales team.
It has now been over 2 weeks since I raised the first ticket, and still have not received a single response from the Sales team.
Our Zendesk account is now suspended, with the Zendesk automated system threatening to cancel the account if payment is not made in 2 days.
What on earth is going on here? How can the pride of all "Support" companies have such a poor response to a support request?
I'm forced now to pay for the next year otherwise I'll lose all my data.
We're really sorry about this and appreciate your feedback. I can see that our Finance team already reached out to you the same day this post was created, and the ticket is in the Solved status as of this writing. If you have further concerns, please feel free to respond to the ticket and we'll be glad to assist you further. Apologies for the inconvenience!
Best,
Paolo | Technical Support Engineer | Zendesk