TeamGeniusQ: Email channel
Hi.
I just got off the call with one of your support agents and I'd like to clarify one thing before making my keep / refund decision.
I understand that currently there is no option to create tickets from email. It is possible to submit forms, and convert chats to tickets, but shared inbox is currently in development.
I also understand that this feature is not included in this deal.
Can you confirm?
I think that email is an integration and as such should be included under the "all integration and all future integrations". Also is also the primary channel that people use to reach out to us and for that reason it is very important to me.
This is not an attempt to "negotiate" a deal. If email integration is not included in your deal than I simple have no use for it and for that reason I will simply refund. Looking forward to your reply.
Anton_CXGenie
Jan 24, 2025A: Thank you so much for sharing your thoughts and letting us know how important email integration is for your business. We deeply value your input, as it helps us better understand our customers' needs and guides us in building a product that truly meets your expectations.
Currently, the shared inbox and mailbox feature is still under development. We are working hard to ensure that when it is released, it will be seamless and reliable, aligning with the high standards you expect. Since this feature is still in progress, it is not yet included in our current plans. However, your feedback reinforces just how critical this functionality is, and we sincerely appreciate your patience as we finalize it.
We’d be grateful if you could allow us more time to finish this feature in the best possible way. We will make an official announcement as soon as it’s ready for release. In the meantime, you can follow us on Facebook (https://www.facebook.com/cxgenie.global) or our Discord community (https://discord.gg/5hRzStc3) to stay updated on the latest feature developments.
Thank you again for your understanding and for giving us the opportunity to grow and improve. Please don’t hesitate to reach out if you have any additional questions or concerns—we’re here to listen and support you.
Interested to know the answer that has been unanswered for almost 1 month!
Thank you for bringing this to our attention, and I sincerely apologize if there was any misunderstanding. I’ve checked, and the question was posted on January 23, 2025. We truly aim to provide timely support, but due to differences in global time zones and the complexity of resolving certain issues, we may sometimes require extra time to respond. I deeply appreciate your patience and understand.
Verified purchaser
Respectfully, this is so many words to dodge the question, which translates to “no”. It doesn’t take a rocket science to know that email is critical for customer service. I must say that for a company who claims to be experts in customer service you’re not doing so great yourself.
As the feature is almost ready (your rep words), can you just answer the question?
Thank you for your feedback, and I completely understand your concern. At this point, the mailbox function is still under development and is not currently available. While we’re working hard to release it in the near future, we do appreciate your patience as we continue to grow and improve.
If there’s anything else I can assist you with, or if you have further questions, please don’t hesitate to
For us email is the primary source of support tickets and we can't look at your product seriously without that feature. I'm not sure what you mean with "shared inbox" and mailbox feature. We just need the ability to convert all emails received to a support address into tickets and to be able to respond to those tickets via email.
Verified purchaser
What she is trying to say (without saying it) is that this is going to be a paid feature that is not included in any of the Appsumo plans. Which (while still not acceptable) would have been better communicated just by saying it and not insulting our intelligence.
We deeply understand your email support needs and I genuinely apologize that our current product doesn't meet your need. Our team is actively developing a mailbox feature to convert emails into tickets seamlessly. Your feedback is crucial in shaping our product development. We appreciate your patience and if you could share more details about your specific requirements, we would appreciate a lot
Thank you for your thoughtful feedback. We genuinely understand your concerns and truly appreciate you sharing them with us. Your feedback means a lot to us as we work hard to improve and prioritize features that matter most to our users. While we're refining and collecting feedback, we'll keep everyone updated on Discord with progress and timelines. Your insights inspire us to do better.