What information should I include when I contact Zendesk Customer Support?

Question

What information should I include when I contact Zendesk Customer Support about an issue with my account?

Answer

Our support team is standing by if you are unable to solve an issue with our Help Center documentation or community forum. We understand that no two support requests are the same and this is not an exhaustive list.

General

Scope of the issue: is this affecting just you, your entire team, or somewhere in-between?

When did the issue begin?

Ticket number examples that showcase the described behavior.

If there is an error message, include the syntax of the error and a screenshot if possible.

Enable account assumption if you believe that having one of our agents troubleshoot the issue from inside of your account is beneficial.

Locate and provide your Zendesk subdomain name if you log into a Support account to access Zendesk. You can determine your subdomain using these steps: Where can I find my Zendesk subdomain?

Chat

Verify your setup complies with our system requirements for Zendesk Chat.

If applicable, send a screenshot of your Chat connection settings.

Talk

Verify that your network is compliant with Zendesk Talk.

For Talk performance issues, include a screenshot from the Twilio network test.

Does switching browsers, removing browser extensions or add-ons, or testing in an incognito browsing window improve the issue?

A screenshot that shows your browser and device info.

Guide

A link to any relevant articles, sections, or categories.

Explore

The name of the relevant report or dashboard with a direct link.

A screenshot or copy and paste of any custom metrics or attributes that are relevant to your inquiry.

Sell

Does switching browsers, removing browser extensions or add-ons, or testing in an incognito browsing window improve the issue?

For problems with Sell Voice, include a screenshot from a network test and verify that a network administrator has reviewed our troubleshooting guide.

See this article for more on how to contact our team: Contacting Zendesk Customer Support.