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Frustration

Related products:Freshdesk
  • October 24, 2013
  • 2 replies
  • 22 views
B
Apprentice

I’m just wondering if anyone else is having the same experience that we are?

 

We started using Freshdesk a few months ago based on the current features with the understanding that many of the weaknesses and deficiencies discussed in these forums were in development and coming out very quickly.

 

Since we have started using it, I've been watching some of these discussions daily and watching Freshdesk update them very sporadically with absolutely empty promises of things being done next week or next month, etc.. and then for the most part ignoring the fact that these promised dates are being missed with no explanations.

 

What’s also interesting is that my twitter feed is filled with Freshdesk tweets about customer service and how important it is.  It’s starting to make me smile a little as I’m wondering if the marketing folks sending out those tweets have any idea that their own forums with customer issues are being substantially ignored with little or no communication.


The icing on this cake is that just today Freshdesk has posted a blog entry / tweet encouraging users to use their forums to communicate with their customers.  Very ironic: http://blog.freshdesk.com/why-most-forums-fail-before-the-community-can-support-itself

 

Let me know if I’m alone in this frustration?

 

Thanks!

-Bill

2 replies

G
Contributor
  • girish
  • Contributor
  • October 25, 2013

Hi Bill,

I understand your frustration and apologize for the delay in rolling out some of the changes that were promised. Our team is working really hard on bringing out new features and also release bug fixes every week. 

I will take a look at your requests one more time to see if we can prioritize them. We will definitely give you an update on what's possible and when. One problem is our over-enthusiastic support staff believing the aggressive ETAs given by developers and promising them to customers. As you know Software releases get delayed due to a number of reasons and also things get reprioritized mid way. I will instruct our Support team to be more careful on promising release ETAs.


Once again I am sorry for the delay. 


Thanks for your understanding and Support

Girish Mathruboootham

CEO - Freshdesk


A
Contributor

Hi Girish,

thanks for answer, i suggest you one thing if i can. Don't promise ETA ever :-D a software is done when is done ;-)

Put things in roadmap wthout eta, surprise is better then an aggressive eta not respected.

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