Got a problem with Zendesk? We're here to help!
CX Experts is here to assist with implementation and optimization. We welcome any and all requests through our Help Centre. For everything else, we recommend going to Zendesk first.
Step #1:
Escalate to Zendesk using their "Get Help" option accessed by clicking on your profile and the "Get Help" option.
Step #2:
A chat widget will open allowing you to view previous chats with Zendesk but also start a new one by using the "Start Conversation" button. Proceed to log your incident with Zendesk who will provide you with feedback based on the nature and severity of your query. They will also provide you with a ticket number.
Top Tip: If you'd prefer them to email you with a response and to CC in various people, ask them to do so.
This step is vital as without a Zendesk ticket neither CX Experts or your Account Executive at Zendesk can escalate your request.
Step #3:
Raise a ticket with CX Experts using the instructions found here. We will do our best to investigate and assist with the incident. If we feel that further escalation is required we will reach out and CC in your CX Experts Success Manager and your Zendesk Account Executive for appropriate next steps.
NOTE:
Please don't reach out personally to your Customer Success Manager. Chances are high that they (or a member of our team) will get back to you quicker if you reach out using the steps here.