My career of 40 years was as a commercial credit manager. Our clients were large national and multinational construction related firms usually running balances in mid to upper seven figures. However, this is kind of a classic business case scenario.
While this is only a wild guess, I've seen the situation you described evolve perhaps several hundred times. The scenario has all the earmarks of a business failure, suppliers cutting them off from credit usually due to non payment, and stripping them of their affiliation. As employees get swamped with complaints their responses dwindle, become nonsensical, until finally they no longer respond. Eventually they leave, but clients seldom are aware unless someone actually picks up the phone and talks to you. As far as Zendesk is concerned that is only a customer service portal to provide management with tools to track customer service. If management has abandoned the business, for whatever reasons, there is no one who cares what the Zendesk data is saying, or Zendesk has cut them off too. Only speculation.
This is a sad situation, but unfortunately a very common one in all industries where suppliers provide largely unsecured credit lines to their retail outlet clients to make sales easier and products readily available to the pubic.
