What is Freshdesk; what is Zendesk?
Freshdesk and Zendesk are customer support tools that help you contact Poloniex’s customer support team. These tools support a number of operations that help us best assist our customers. Both platforms strive to create a seamless customer experience.
Why have you switched from Freshdesk to Zendesk?
We moved to Zendesk to centralize our support operations under one support stack, as well as leverage the powerful tools and capabilities of the platform.
Since Circle acquired Poloniex, we have engaged in numerous efforts to improve our customer support. Integrating our customer support with Zendesk has allowed us to streamline the process from ticket creation through resolution. Poloniex customers will now be able to create tickets through a ticket form directly on https://poloniex.com/support, allowing you to quickly get in touch with us when you need assistance!
In addition to the benefits of a new ticketing workflow, there are a series of improvements that have been made that will not be directly visible to you as the customer. Though you will not see them directly, your experience when interacting with our agents will be improved. From complex routing rules and automations to faster support tool response times to in-house tool integrations -- all of these were designed to help your issue land in front of the right group, and give our agents the tools needed to quickly and accurately resolve your issue.
Do I need to set up a Zendesk account to create a support ticket?
You don’t need to create a separate Zendesk account to create a support ticket or log into a separate portal. Ticket submission should happen through the web widget and we will follow up via email. First log into your Poloniex account to select from a number of issue category options. Our system will prepopulate key details from your account that will allow us to best assist.
Having trouble accessing your account? No problem. When logged out, the ticket form will guide you through the options needed to contact us in order to gain access to your account. Make sure you supply a contact email that you have control of, as well as your Poloniex username.
What will happen to my Freshdesk account and the data associated with it?
On June 18th we will make the switch from Freshdesk to Zendesk as our ticketing system. At the time of cutover we will migrate all existing ticket data over to Zendesk. No action will be needed by you, as any ticket that is open at the time of cutover will be migrated in an open state so that agents can pick up where they left off on Zendesk. We have also migrated all of the historical tickets, and can reference them on your behalf if needed.
Up until June 30th, 2019 you can still access your Freshdesk account to view old tickets, but you should only create new tickets through the Web Widget on https://poloniex.com/support. Attempts to send updates or create new tickets in Freshdesk will delay our ability to help you resolve your issue.
After June 30th you won’t be able to access your Freshdesk account, and your Freshdesk account will be deactivated. All communication with our agents will occur through tickets created in Zendesk.
Where can I find your Support Center?
We have invested product, design, and engineering time to overhaul and improve our Support Center. You will find the latest announcements, tips on getting started on Poloniex, and a knowledge base of articles for you to reference.
What will be different for me?
Submitting a ticket through Poloniex.com will offer a drastically improved experience with how you interact with our agents. Choosing the most accurate issue category and supplying all requested details will allow us to get the issue in front of the group and shorten the time to resolution of your issue.
You will also notice a few key changes:
- Communication with our support staff will be from Circle email domains. It is the same experienced group of agents helping you as before.
- Article references and the ticketing portal will no longer link to Freshdesk.
- Customer Satisfaction surveys may be sent to you after we have solved your issue. We are leveraging Stella Connect as a vendor for customer satisfaction. Please take a few minutes to do so if you receive the survey!
What will happen to my ticket that is not yet resolved/open tickets?
On June 18th, all of your previous ticket submissions and unresolved tickets will be moved over to Zendesk. No action will be needed by you, as any ticket that is open at the time of cutover will be migrated in an open state so that agents can pick up where they left off on Zendesk.
How do I create a support ticket?
Once logged into your Poloniex account, you can create a ticket by selecting the Support widget on the top right hand portion of the https://poloniex.com/support page. Please make sure you log into your account prior to submitting a ticket if you have access to your account.
If you do not have access to your account, you can still select the Support widget on the top right hand portion of the screen, at https://poloniex.com/support, to create a support ticket.
Will this affect my experience on Poloniex?
Utilizing technology to improve our customer experience when interacting with our agents is at the forefront of our operations. Instead of directing you away from our trading platform to file your support ticket, you will be able to use our new ticketing widget to submit your inquiry. It’s simple too, just click the Support bubble, enter the details of your inquiry using the guided prompts, then press submit. We will then receive your inquiry and do our very best to reply quickly.
This is the first step in a line of improvements we have planned to help streamline the customer experience when interacting with our support staff. This integration work lays the groundwork for building a global and scalable operation.
We hope the transition to Zendesk will enhance all of our customers’ experience on Poloniex. Feel free to get in touch with us!
Will this affect my trading activity or my Poloniex account?
The transition to Zendesk will not affect your trading activity, nor your Poloniex account.