Lydia Carmichael
Customer Support Operations Manager · 11-50
1 review written · 5.0 average
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Reviews by Lydia Carmichael
★★★★★
Two years of running Freshdesk on behalf of multiple clients has taught me exactly where the edges are, and I still come away impressed. Ticket merging across different client portals gets messy when your agents are juggling accounts with overlapping contact names. The automation rules also have a ceiling: once you stack enough conditions, you hit logic conflicts that require some creative workarounds. And reporting exports occasionally strip custom field data in ways that aren't obvious until you're already in a spreadsheet at midnight. None of these are dealbreakers.
What keeps me recommending this platform to every agency director I know is how well it holds up under real operational pressure. The SLA management is genuinely solid for multi-client environments, the agent collision detection has saved my team from embarrassing duplicate replies more than once, and onboarding new clients onto their own portals takes a fraction of the time it used to. They've also been responsive when I've submitted tickets about the edge cases I mentioned. For the price point, I haven't found anything that comes close for this use case.
