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<form role="search" class="search" data-search="" data-instant="true" autocomplete="off" action="/hc/en-us/search" accept-charset="UTF-8" method="get"><input name="utf8" type="hidden" value="✓" autocomplete="off"><input type="search" name="query"
    id="query" placeholder="Search Policies &amp; programs" autocomplete="off" aria-label="Search"></form>

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 1. Zendesk help
 2. Policies and programs
 3. Zendesk programs and services
 4. Zendesk Customer Support

Policies & programs

 1. Zendesk help
 2. Policies and programs
 3. Zendesk programs and services
 4. Zendesk Customer Support


CONTACTING ZENDESK CUSTOMER SUPPORT

Madison Hoffman
 * Edited May 15, 2023

Zendesk Digital Resources Team

FollowNot yet followed by anyone


HOW DO I GET SUPPORT FROM ZENDESK? 

Looking for help with Zendesk? There are lots of options when you need customer
support, pick the one that works best for you:

 * Option 1: Searching our Help Center and asking your peers in the Community
 * Option 2: Contacting Zendesk Customer Support from within your product
 * Option 3: Contacting Zendesk when your account is unavailable or during an
   incident

Important: Zendesk highly advises against sharing sensitive information such as
passwords or credit card information in tickets, or within emails in general.
Providing such information can pose a major security risk to yourself or your
company.


OPTION 1: SEARCHING OUR HELP CENTER OR ASKING A QUESTION IN THE COMMUNITY

See if someone else has already answered your question by searching the Zendesk
Help Center or ask a question using one of these options:

 * Ask Zendesk experts for help by posting in the Community. For more
   information, check this video: Zendesk Community 101.
 * Comment on a specific article to get help from Zendesk experts. For
   instructions, see How to comment on an article or post.


OPTION 2: CONTACTING ZENDESK CUSTOMER SUPPORT FROM WITHIN YOUR PRODUCT

Zendesk recommends signing in to your account when you need help to know who you
are and to avoid asking identifying questions. Sign in to any of your Zendesk
products and use the steps below to find help.

 1. Click your profile avatar in the upper right-hand corner of any product.
 2. Click Get help. If omnichannel routing is activated, click Help > Get help.



You'll be greeted by Z Bot, a chatbot that can answer many of your questions
about Zendesk instantly. For best results, ask Z Bot a question or describe your
issue in a complete sentence. The Z Bot will provide you with links to relevant
help or training materials or with step-by-step guidance. If you read through Z
Bot’s guidance and still need help, click No, I still need help to begin
connecting with an agent.

If you’d like to connect with a person at any point in a conversation,  do so
using these instructions:

 * To connect with a support agent, say "talk to agent."
 * To connect with your account representative, say "talk to sales."

Z Bot will ask you a few questions to help route your conversation to the right
person.





Don’t worry about getting disconnected. With persistent conversations, you can
leave and remain confident that you can pick it up again later or get an email
notification when a response was provided.





There are two ways to locate conversations you have previously had with Zendesk
Customer Support.

 * Use the messaging widget in your Zendesk product.
   
   1. Click your profile avatar in the upper right-hand corner of any product.
   2. Click Get help. If omnichannel routing is activated, click Help > Get
      help.
   3. You’ll see a full list of your past conversations.

 * View your current or previous conversations in the Zendesk Help Center by
   signing in, then clicking your Avatar > My Activities.


OPTION 3: CONTACTING ZENDESK WHEN YOUR ACCOUNT IS UNAVAILABLE OR DURING AN
INCIDENT

If you can’t access your account, visit the Zendesk Help Center and use the
widget to contact Zendesk Customer Support. If you ask to talk to an agent, Z
Bot will provide instructions for verifying your identity without needing to log
in to your own Zendesk instance.

In the unlikely event that the help center is also unavailable, visit the status
page for the next steps.

If you're having technical issues connecting over messaging due to a Zendesk
outage, degradation of the system, or performance issues, a new widget will
display the message Unable to connect to Z Bot.

To contact Zendesk Customer Support during these times

 1. In the widget, click Go to Web Form. The link will open a form that is
    temporarily available to receive your requests while the service remains
    down. 
    
    

 2. Fill in all the required fields in the form:
    * Your email address is the email used to sign in to your account.
    * Question Type, the department you want to talk to.
    * Subject, the subject for your ticket.
    * Description, the detailed description of your issue or question.
    * Business Impact (optional), the level of urgency of your query. For more
      details, see Zendesk's best practices for assessing business impact.
    * Product Area (optional), the topic of your request.
    * Attachments (optional), any attachment you may want to add to your
      request.
 3. Select Submit. 

The form will create a ticket and an agent will get back to you by email. This
ticket won't appear in your current or previous conversations in the widget, but
you can view it under My Activities.


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