Good day,
Our business is a paying customer of Zendesk.
Firstly, I want to make it known that we are not a new client of Zendesk and between our company & related subsidiaries and our active clients, there are 13 active Zendesk subscriptions in place. Therefore, you might think Zendesk would view us at the very least as a "good" customer.
Our established a new Zendesk account and subsequently upgraded it within the last 2-weeks to meet our needs. It is an essential subscription, but we do not need more.
Although we upgraded after our trial expired and paid the necessary fee, we still received an email from an account executive named Reece Francis asking if he could close our account.
His email was sent at 13:33 pm on Monday the 21st, 2022 and read as follows:
"Hi Shawn,
Your trial is almost expired and I have yet to hear back from you.
Typically, when I haven't heard back from someone it means they are either really busy or aren't interested.
If you are not interested, do I have permission to close out your account? If you are interested, please feel free to reach out to me."
We are very frustrated and concerned regarding this email. We are not sure why we are being asked by a Zendesk Account Executive to close our account if our account is currently active.
Either way, there is something wrong here, namely;
- Either your systems are showing that Tokensoft is not an active customer, which is doubtful because our account shows that our account is active and all of our services are operational, or
- Reece did not bother checking our account before sending his email, which means he could have closed our account whilst being wildly uninformed.
We believe the issue to be the latter; however, whatever the case is, it remains unprofessional.
Could Zendesk please confirm if there is an issue with our subscription? Based on Reece's email, a great deal of uncertainty has arisen. This issue needs to be clarified and resolved as soon as possible. Zendesk needs to realize that should Reece (or any other "Account Executive'' for that matter) unfairly close our account, there will be far-reaching repercussions to our business - which is highly unfair considering we have done absolutely nothing wrong.
Furthermore, we requested Reece provide us with the contact details or Zendesks complaint procedure. Unfortunately, Reece has reverted to ignoring our emails completely.
Tokensoft takes offence to this. Reece's only interest in us was to make a sale; now, this is not a prospect anymore because we were already signed up and as a result, our requests to Reece have fallen on deaf ears, and we have become third-rate citizens he does not engage. Hence, this is terrible service, and it makes us feel we are nothing more than dollars to Zendesk.
May Zendesk confirm if this is the case so we know where we stand with Zendesk to make an informed decision regarding what to do with our related Zendesk subscriptions? More importantly, may Zendesk confirm that our subscription is in place?
Regards.
*This email has been posted in a public forum because Zendesk and their employee R Francis did not provide a clear complaints procedure to follow.
Thanks for bringing this to our attention! I'm going to create a ticket on your behalf so we can loop in your Account Manager and figure out what exactly is going on with your account and why you received that email.
You'll receive an email shortly stating your ticket has been created.
Cheers!