Hi! 

It's pointless to try fixing this until Freshworks starts actively maintaining it—and right now, they aren't.

We've been using the system for about two years, and I can confidently say that the Thank You Detector project has been neglected. The website https://thankyou.freddyproject.com/ is practically dead, and there hasn't been any development or improvement in the past two years.

In our experience, the Thank You Detector fails in every fourth email. For example, it triggers on any "Thanks + question" message or even on a blank email with an attachment. The last change Freshworks made to this project was simply moving it under the paid Copilot licenses and slapping a "beta" tag on it.

Honestly, it's better not to rely on it. It's a trial and error experience that can be painful for a business, and it's practically useless since the Freshworks isn't maintaining it.

Hello @raghavkannan @Mykola Zhuravel - I’m sorry to hear that. I’m tagging some of our SMEs to help out if they any any updates for you @sukanya.arunachalam @Aswin Ayapparaj @Preethi Cx expert @mahendarsingh 

Has there been any movement on this - no replies since ​@alyssia.correa tagged the SMEs ?

It seems the silence speaks volumes. Two months have passed since @alyssia.correa tagged the so-called SMEs, yet no response from them. Clearly, it's not just the Thank You Detector that's been abandoned—the forum itself seems to be in a similar state.

The Thank you detector continues to perform as poorly as 2 years ago, and this lack of engagement only reinforces what many of us have suspected: Freshworks has no real interest in fixing this or even acknowledging the issue.

​@Mykola Zhuravel have you logged any support tickets about the issue?

​@RobCrossHM, I raised this with Freshworks support back in early 2023, and their response was, and I quote: "You can start a topic on the developer forum, where our product team and development team will review and validate the request." 

Two months ago, we asked through our partner about the status of this functionality, and the answer was blunt: there are no updates planned. The feature isn’t being developed further; they’re only analyzing possibilities for its future development. According to our partner, there’s no expectation of any changes in the near term.

So sure, you can log 10 support tickets if you want—but what’s the point? Freshworks has clearly abandoned the Thank You Detector project. Don’t waste your time here, and definitely don’t try to fix it yourself.

​@alyssia.correa could any of the SMEs review this?  I’m having the same problem with the thank you detector, and it’s really frustrating.

I know that this used to work, as I used it at another organisation while it was in Beta