UManQ: Concerns about ThriveDesk Users/Customers? AI ? Limitations ? And Future.
I have heard good things about ThriveDesk & looking forward to using it.
I was looking at your site to see who else is using it and from your list https://www.thrivedesk.com/customers/ other than your own brands, every other site seems to be using a different Helpdesk? I wonder why they moved? Or was never a customer?
I am all in for AI but without any public roadmap, no idea where ThriveDesk is heading. "AI Powered Helpdesk" is cool but will there be option to disable AI where needed ? Or use it as desired? I prefer AI in KB, but will never add it in Tickets/Helpdesk for clients.
Looking at some reviews, customization options are very limited. Referring to layout/options here. Like only 3 ticket status (Open, Close, Pending). Adding only "Admin" or "User" ? Is this improved? Or the focus has sifted to "AI" ignoring "Core" Helpdesk?
AbuHuraira_ThriveDesk
Sep 18, 2025A: Thanks for your thoughtful questions! Yes, we’re actively working on AI integrations, AI Actions, and Automations, along with upcoming social media integrations.
Features like custom ticket statuses, advanced roles, and other core enhancements are already on our roadmap. We haven’t forgotten the foundation—our dedicated dev, design, and frontend teams are building both a powerful helpdesk and flexible AI tools you can toggle as needed. Your feedback is spot on and aligns with where we’re headed!
About the real users review, please take a look at our public review platforms:
https://www.g2.com/products/thrivedesk/reviews
https://www.capterra.co.uk/software/1020527/thrivedesk
Thanks
Hi AbuHuraira,
I know you have good userbase and doing well. I wish you all the best in future.
But your reply here is adding to my confusion than clearing it up.
1) I didn't ask for "reviews", I know about them. I was asking why you have list of clients on your site that are not using your product? (For some people, it will fall into False advertising)
Im not sure which customers you referring too. A lots of companies use our helpdesk so you can't verify just looking at their website live chat tool. For example, FlyWP use our helpdesk feature but using crisp for their live chat.
We only use logos of companies that use our product, some may have moved and its completely natural. No business hold customers for life.
2) I saw some people complaining about having "less status" message in tickets almost a year ago. (Open, close, Pending) and looking at a recent demo, this looks still the same. (I could be wrong).
My question is, is this still limited? Can we not create our own Ticket Statuses? (For example)
Open
Close
Pending Customer Reply
In Progress
Scheduled
People always complain. We've three status as of now because we believe this is the simplest way to manage tickets. However, different business has different workflow that may require more status. We're considering more flexible status system in future rlease.
3) Also when you Invite users, its either "user" Or "admin". (Again limited and I have seen people wishing that would be different)
https://help.thrivedesk.com/en/user-roles-and-permissions
Why not have more options? I guess you an limit Roles per inbox. But it would be ideal to have more option.
(just for the example)
Admin
Billing Manager
Support Manger
Staff User
We tend to keep thing simple and minimal. We only have 2 roles as of now.
4) And lastly I asked for AI integration and the option to disable/enable it as needed.
So I could enable AI for KB, but disable it completely for anything else. Is that possible ? Or (considering above "limited options" its going to be either enable it (for everything) or disable it (for everything) ??
AI options are completely optional and work as opt-in basis. means you've to enable it to use it for certain part.
5) One more question regarding your https://www.thrivedesk.com/introducing-wpportal/
Is it something that only I, as thrivedesk User will setup on my own WordPress site and my "WP users" can see all their past tickets and submit new ones?
OR
Is it something I can install on my client's WP site (Client A)
so the client A can send/view past tickets from his own WP install?
Its you who has to setup and your customer can see their tickets.
I will really appreciate if you can answer these questions.
You mention some things are "already on the roadmap"
But as user, no one has seen your "Roadmap" .. No one know how things are changing Or what new things are coming.
Where do people actually give you "Feedback" about what's important and needs dev team focus ?
Discord is not a suitable option for "feedback/roadmap"
Our roadmap isn't public and there's reason for it. We log every feedback in our system and prioritize it base on many factors.
What important for one client may not important for another. For feedback, we encourage you send us email and we use our own product to keep track of the tickets(aka feature requests).