Tilda Forsyth
Customer Support Team Lead · 201-1000
1 review written · 5.0 average
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Reviews by Tilda Forsyth
★★★★★
Barely two months in, and I am honestly surprised by how few real complaints I have. Freshdesk handles the everyday ticket queue brilliantly. I did bump into some edge cases: merged tickets occasionally lose their custom field data, and SLA timers behave unexpectedly when a ticket is reassigned across groups mid-breach. Neither issue derailed us, but they took some untangling.
What keeps me enthusiastic is how quickly their support team responded when I flagged those quirks. Clear workarounds, no runaround. For a department our size, the automation rules and canned responses alone have cut the repetitive grunt work down considerably. Minor rough edges aside, I am glad we made the switch.
