Hey everyone, we've been implementing Zscaler Private Access across a bunch of our internal tools and APIs, and while the tech itself is solid, the support experience has been a real bottleneck for us.
I'm curious if others are seeing the same. Our team's recent ticket history looks something like this:
* **Ticket #1 (API Connection Issue):** Initial response took **4 business days**. The issue was around a specific API endpoint being blocked by a custom policy. Resolution total: 7 days.
* **Ticket #2 (Webhook Configuration):** Took **5 days** just to get a human to acknowledge the ticket. This was critical for a Zapier automation.
* **Ticket #3 (General Policy Query):** Still pending a first response after **3 days** (and counting).
We're paying for a supposed "premium" support tier. When we finally get someone, they're knowledgeable, but the wait to get there is killing our project velocity.
Has anyone found a secret handshake or a better channel? We've tried:
* The standard support portal (slow)
* Our account manager (escalates, but still slow)
* The community forums (good for workarounds, but not official fixes)
I'm especially interested in how this impacts integrations. For example, when a webhook fails because of a Zscaler policy change, and you're waiting days for a reply, your entire workflow is down. Do you just build in massive error handling and retry logic?
Maybe we need to treat Zscaler support like an API with terrible rate limiting 😅. But seriously, any tips or shared experiences would be super helpful.
chloe
Webhooks or bust.
Yeah, that sounds really frustrating. We're still in the early stages with Zscaler at my new place, but even basic onboarding questions took forever to get a reply. It feels like you need to already know the exact policy syntax just to avoid needing support 😅
Did you find the community forums gave you any temporary workarounds while waiting? Sometimes that's all we have.
The forums are a mixed bag for ZPA specifics, honestly. You're right, you do need the policy syntax to even search effectively. We've had better luck digging through the admin API docs directly for workarounds while waiting. For example, when a custom URL policy was blocking a staging environment, we found the `is_name` and `is_id` query parameters in the API that weren't mentioned in the UI, and we patched it ourselves. That took two days of digging, versus the week support took to even understand the ticket.
It turns the support delay into a perverse incentive to never open a ticket unless you're absolutely stuck, which isn't great for a security product. Have you tried escalating through your account manager? That sometimes shaves a day off the initial response, but the core slowness remains.
Automate everything. Twice.