![]() If a zendesk rep had been available to answer my questions from the onset, I would have had my subscription set up correctly from the start. I haven't intentionally chatted with of my website visitors during the time I've had zendesk, so I don't want to pay for something I don't/won't use. I only want zendesk for a bot to serve FAQ and to use as an email portal so customers who can't help themselves can send their questions for me to answer when I have time - this, I figure, would avoid messages being lost to spam folders (mine, and theirs) I found this unusual, particularly since Zendesk is selling a customer service management system.Īs mentioned, I don't want to offer live chat on my website - I'm one person and don't have time to spend live with customers while actually making orders already placed. My messages went unanswered so I registered for a trial on my own without knowing what zendesk products/services I need for what I wanted on my website. I must say, I've had difficulty getting assistance from zendesk going all the way back to 2021 when I first requested help determining what I needed for what I was trying to accomplish. meanwhile, I've already noticed a difference in how my chat bot is behaving (I'll work around it) so something has changed in terms of what is being delivered, but it looks like I'm still agreeing to be billed for something I'm not using/don't want. I've attempted to remove live chat from my subscription several times, but it keeps re-appearing in my plan summary. Is anyone getting these messages? Is this happening to my clients when they try to contact me by replying to messages using zendesk? I hope not, but now I'm worried that's happening. It looks like it won't be billed again Dec 2023, but I think we can all agree it's unfair to pay for something I don't need, wouldn't have purchased if someone had helped me had helped me get set up in 2021, and won't be using this year. Thank you so much! Please find the thread copy/pasted below - it goes back to a question I asked on Dec 17.Ĭan you someone please reply? I'm seeking refund for the live chat service that I never needed, and won't be using in 2023. I truly hate leaving negative reviews but am deeply disappointed about the time/energy/money spent on zendesk and wish I'd made a better choice.Īnyway, here’s the headache inducing effort to get help if anyone wants a firsthand account of how ridiculous this is: I’m so glad it wasn’t possible to lock myself into a multi-year contract, and now I’m exploring my options. Really? Who was replying without realizing an hour was already spent via DM?īetween my experience over the past ~1.5 years, and everything else I’m reading, it looks like Zendesk is happy to keep taking our money until we finally give up and leave. Thank you for reporting." And THEN I got a reply via twitter feed inviting me to send a DM. After an hour of very slow, useless back and forth, I received this message: "Hi there! The issue is already reported and our engineers have been working for the issue resolution. I confirmed it was a system wide error, not me needing personal assistance. Then they told me to submit a support ticket so someone could help me troubleshoot. Then they sent me a link that didn't work. ZD's twitter user DM'd a community page that linked to a page that didn't work. I tried to report this error on Twitter since there was no reporting mechanism on the status page itself. ZD’s status page reported everything was fine, but even the bot on their website wasn’t working, so clearly this was a system wide error. More recently I noticed my faq bot wasn't working - I couldn't save edits, it wouldn't load on my site. If you’re interested in details, please find below a copy/pasted summary of my correspondence that went unanswered again and again (apologies for my typos). Shocking for a company that literally claims to provide customer service infrastructure. In April a new account manager was assigned to me and he offered to help but ghosted me, too. I tried to get help addressing the financial aspect of this and. In December, upon subscription renewal, I realized I’ve been paying for a feature I don't use. The fact that I was unable to get help choosing the correct plan for my needs should have indicated things would only get worse, but I proceeded because I needed a solution ASAP. ![]() I was hesitant to write this review in case it led to worse support/service than I’m already getting however, upon reflection, I realized that if I can save anyone else the headache of diving into Zendesk then it will be worthwhile. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |