While I appreciate the 'customer responded' flag, there are times that the customer's reply is the last one for a bit. For example, "I've sent this to my dev team and their investigating" and then the customer replies, "thanks." Now, to know that we don't have to respond to this, we have to reply with another short email - it could go on for a while.
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I simply can not understand why instead of solving the initial problem you deliver a solution to another problem.
If it can not be solve or if you don't want to, say so.
Delivering solutions to other problems simply annoys people.
Hmmm...
This seems almost like a strategy...
Someone is complaining about some feature not working or asking for something.
The solution from freshdesk is to implement something different and say: Voila! We have solved your problem!
NO! "Thank you Detector" is NOT what everybody has been asking for....
Do it again, and do it correct.
(Solve the problem. Or admit that you are unable to do so.)
Still no Update? The first post was 5 years ago...
I am a little disappointed with Freshdesk that they do not listen to their customers.
...silence.
I'm looking for alternatives, this is shockingly bad customer management. From a support service no less. Hilariously ironic.
Hi all,
We understand that we have to come up with an option to remove the customer responded flags manually that will serve the various use cases. We are checking the possibilities to bring out flags that are easily useable like the flags in a mailbox. We request you all to hang by and we will keep you posted on this.
Your cooperation is much appreciated!
Cheers!
2 years later….
Still waiting….
2 years later….
Still waiting….
Don’t hold your breath. Although many of us have indicated here that we need this fix, I’m certain they won’t fix it. Anyway, luckily I’m moving to another company soon that uses better software than FreshDesk. I feel sorry for the teammates I’m leaving behind though. They are stuck with FreshDesk.
Viola !
Ticket closed and customer grades his experience as ‘awesome’ that magically reopens the ticket and marks it as ‘customer responded’.
Facepalm.
See this ticket for latest comms on this subject…
See this ticket for latest comms on this subject…
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