Merging Customer Records

Sorry about the miscommunication here. We released the feature (multiple emails/contact) as a beta to some 30 odd customers a few weeks ago. Based on their feedback we are revisiting some workflows which should be ready in a few of weeks. We will release contact merge a few weeks after that. I understand that this feature is critical and we have taken a long time to deliver this. I can understand the frustration, we will make sure we get this done soon.

Will users be notified this problem is fixed after revisions are completed. 

Presumably when this feature is released this topic will be updated and if you've chosen to follow this topic then you'll be informed.

Hello... any chance of getting this feature?  (paying customer here!!)

Also, Freshdesk(!), 62 requests, 4 pages, and two years later and you haven't been able to implement?  How hard could it be?

You're frightening me!!!

Please folks help us!!!!

Everyone, 

Two long years of broken promises can be quite frightening, I agree. We're quite disappointed to have let you all down here. 

But trust me when I say we had to face some unexpected bottlenecks which proved as huge roadblocks in rolling this feature out. 

I can assure you that we really are in the final stages of testing this feature and pretty positive about a July end release. If it isn't too much to ask for, please bear with us until then. 

Anna

I would like to second Bill Mercer on this. We all understand how hard it is to implement new features and that quite often, we are faced with difficulties and technological challenges far greater than we first expected. This being said, the only thing that Freshdesk seems to lack, like Bill mentioned, is better communication. Ignoring issues gives the impression that the vendor does not care. I know for a fact that Freshdesk does care, I have had great support on all my tickets, but the forums here need a little love; a small update here and there about how things are progressing can go a long way and prevent harsh comments fueled by frustration... It is impossible to satisfy every need and request for features, customers are way too creative ;-), but I believe Freshdesk has a great product (we road tested quite a few other options) and very little is missing to make it "perfect" for the job, all things considered...

@MichelRenaud - thanks, this is reassuring. I am a new customer and am in the process of loading it up with existing customers and knowledge base, forums, etc., i.e. I'm investing tons of time in addition to the $2k I've spent. So far I've been very pleased - but for a couple of features that have come up, contact merging and better support for html editing for the knowledge base, when I've looked I've seen my same request made by another user years ago (and with no updates from freshdesk for long periods). That does not particularly inspire confidence the desired features will ever materialize. I understand it takes time, etc., I just don't want to have squandered my time and money spent so far.

Support forums are a great tool for companies, because they allow customers to help each other, and share their experiences and knowledge. But I do feel it's important for the vendor to maintain an active presence in the forums. It's especially important for someone from the development side of the house to check in on the forums now and then. 

I would also suggest a more open beta testing program as a way to get better feedback to the community.

@RobGardner

Hello Rob. I have been managing the technical support group using Freshdesk for a couple of years now and there are no issue that have not either been solved or worked around. Of course, not all features I asked for have been implemented and I don't expect them to, especially if they are too specific.

I witnessed the introduction of a lot of very useful features and some that you cannot find elsewhere, at least not within the same range of products. In our case, for instance, we need to support multiple languages and Freshdesk handles that very well (based on language selected in the user's profile) at least for the most important aspects i.e. Customer Portal, automatic email notifications, etc. Sure, we wish that this was extended to Solutions, chat windows, but apparently some of these other aspects are being worked on. All the other solutions we tested don't offer these sort of features. There are also a lot of controls available using Dispatcher, Supervisor and Observer rules.

We also wished there was a little better editing tool for the Knowledge base (ideally one could copy & paste from Word) but at least there is some formatting possible like adding link to other Solutions or external url or mail and the code snippet insertion is very useful for us. Same for Email replying to customers, some other vendors only offer text and you cannot even insert images (screen captures, etc.), with Freshdesk, you can reply to customers with a more professional look. You can even insert/attach solutions, canned answers are also very useful, etc.

I had the same mixed feeling impression when I decided to implement the Freshdesk solution, but over time, I found out that the product works very well and the support, when opening tickets, is excellent. And honestly, at the time at least (did not check lately), I could not find a better solution, all things considered...

Hello Everyone,

We have rolled out contact merge for all the accounts with multiple email address per contact functionality. We’ll be releasing this feature for all accounts shortly. You can read more about the feature here.

Am sure it must have been a very long and difficult wait for all of you and I apologise for the inordinate delay in getting this out. We ran into a few challenges that required us to remodel core aspects of our product. Thank you all for your patience with us.

We believe in building a product that would not just add value to our customers but also give them a hassle free experience. Do pass on your feedback about contact merge feature and we’ll make changes as needed.

@Michael thank you for pitching in for us :) We try taking up as many requests as possible but at times, like any other growing startup, we are forced to prioritise some over the other. But as pointed, we’ll do a better job in communicating them in our forums.

Can't wait... :-) Good work!