Hey Sam,
Your frustration is totally understandable, you sent us an email and haven’t had a reply - that’s super annoying.
Zendesk absolutely does have a lot of functionality and we are working on ways that make things smoother for both the Customer Service team and our Huelers. This isn’t a quick fix though and getting things perfect takes time.
We receive, on average, 1000 emails per day and everyone’s email is important to us (and to the person who sent it).
For some context also, you dropped us your first email on Wednesday afternoon, you then sent 2 follow ups, today and yesterday. This actually bumps your email back down the list as it recognises the email being updated today and not on Wednesday.
Please don’t think we aren’t working as hard as we possibly can to get round to everyone’s email, we absolutely are.
I’m really sorry that you’ve been disappointed on this occasion. I hope we can improve on this next time and we appreciate you taking the time to let us know your thoughts.