Now that all support has gone to chat, how am I supposed to contact support if I can't connect to chat? Our instance went down, and as a result, I couldn't access chat. So I sat there productively looking at a blank screen.
How do you contact support when your site is down?
Hi Louis, there are instructions here: Contacting Zendesk when Messaging is unavailable
Why aren't you using your own email support feature?
I really don't want to go to the chat bot every time I have a question or issue with Zendesk - which is often lately. I have to go through the rigmarole of authenticating myself in a chat window, when an email would be sufficient as authentication and better for us (the customer).
You also don't have a contact us at support form where I can upload attachments and entire description when I have an issue.
How can you be the purveyors of a support desk when you don't have the easiest customer service around?
I am not criticising your agents by the way, they are doing great, but please consider opening email support up to us, we have jobs to do and can't be trying to contact through a chat bot all day.
Hi Hayley - Thanks for your feedback about channel access. We're evaluating what addl channels to add, and of course, we're approaching it thoughtfully and making sure we can provide the best service possible over those channels. We do use ticket forms and emails for specific use cases in supporting customers, but not currently in a generalized way.
We've heard quite a bit that submitting highly technical, long form questions into Advocacy is particularly hard over messaging, and so we're working to address that use case.
Sincere thanks for sharing this feedback. Our strategy is driven by the feedback we hear from you, and really appreciate the comment.
Hi Scott, thanks for writing in! Yes, currently, the main channel in contacting zendesk product support is through the get help button and using the messaging channel. This is described here: Contacting Zendesk Customer Support. Email support is not offered now to all plans but Premier plans and premier essentials are being offered depending on business needs. For future discussion, you can discuss this with your account manager or success as this is being revisited and continue to evolve this Support and services from the Zendesk Support team. We hope this clarifies!
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