We have used zoho for years. 

Used to be you could get on the help chat during USA business hours and get a helpful person.
The last few times i have had a help person on chat, they didn't seem as knowledgeable.

I tried to get on chat a couple of days ago and it wasn't available (i tried throughout the day) so I sent in support request. Got an email at like 8pm that night asking for info/screenshots. Sent those in the next morning (yesterday). Got an email at like 9pm last night asking for additional info/screenshots. Just sent those.
But at this point its taking DAYS to troubleshoot a workflow that is not working and is impacting our business.

Its really frustrating. :(