I am not understanding what is taking place at Zoho. This is a company, I used to sing their praises. Now it is like support is non-existent. There is zero follow through on tickets. The person doing the testing isn't listening for the root cause of the problem despite showing several examples and testing in real time. Tickets aren't being opened up and or escalated and when you call back, there still isn't any follow up. 

At this point, I have no idea what to do to course correct on the horrible service. I'm so embedded with them for the many applications that I use that it makes it difficult to leave. One thing I will not be doing is suggesting them to other business partners and business owners.

What has changed in your service or the way that you hire now that is causing such horrible service?