Imogen Chartrand
Support Operations Coordinator · 11-50
1 review written · 4.0 average
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Reviews by Imogen Chartrand
★★★★★
What surprised me most was how little friction there was when my support crew grew from three people to eleven over a span of about six months. Adding agents, reassigning ticket queues, adjusting SLA policies for different program streams, all of it happened without the kind of chaos I'd been quietly dreading. For a nonprofit running education programs across multiple regions, that kind of structural flexibility isn't a nice-to-have. It's survival.
The automations are where Freshdesk genuinely earns its keep. I built out routing rules for our intake tickets, set up canned responses for our most common learner questions, and configured escalation triggers for anything touching financial aid. None of that required a developer. The reporting dashboards gave our small ops team something we hadn't had before: actual visibility into response time trends by program type. That data helped me make the case internally for a second full-time support hire.
My one real gripe is the customer service experience when something breaks at a weird hour. Response times from their support side have been inconsistent, and twice I had to piece together a workaround from community forums rather than getting a direct answer. For teams with strict SLA commitments of their own, that lag can feel uncomfortable. Still, the value for a non-profit budget is genuinely hard to argue with. If you're scaling a support function on a shoestring and need something that grows without constant re-architecture, this is worth a serious look.
