Why is Zoho support so terrible?

I've spent the last week trying to get zoho to fix sudden SSL certificate issues with our desk and project portals. I've raised a ticket and constantly been told the issue is on our side despite it being exceedingly obvious it's not.

After finally convincing them that issue was on their side they fixed the desk portal SSL, then when I asked about the projects portal I get a new support person who tells me it was on my side, once again. This person sent me a dns check link for my domain claiming it wasn't set up correctly, despite their own link proving themselves wrong.

I spend over $500 a month with Zoho, yet their support team take days to respond to critical issues and seem to have no technical knowledge at all. Despite this, they are extremely confident when blaming the issues on us. A lot of what they say is completely nonsensical. It's almost as if they are incentivised to blow off issues to try and put tickets on hold and meet SLAs.

It's by far the worst support I've ever encountered in enterprise software, and I can't continue to rely on their software to manage my business if the quality of support is so low.

Has anyone else experience this, and if so, do you have any suggestions before we begin the costly task of moving to another platform?

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