Violet Pendlebury
Student Support Services Coordinator · 11-50
1 review written · 4.0 average
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Reviews by Violet Pendlebury
★★★★★
The first week honestly surprised me. I'd braced for the usual chaos of learning new software mid-term, but Freshdesk walked our small support team through setup in a way that felt genuinely considered. The guided onboarding, the pre-built ticket categories, the email channel configuration, all of it clicked faster than I expected. For a non-profit education setting where nobody has time to babysit a new platform, that matters enormously. Six months on, I still appreciate how little hand-holding the day-to-day actually requires.
The one gripe I'd flag is customer service response times. Twice I raised queries during busy periods and waited longer than I'd like for a useful reply. The help docs are decent, but when you hit an edge case around SLA configurations (and in education, the edge cases pile up), you want a human quickly. The ticketing features and automation rules more than earn their keep, though, and the value for a charity budget is genuinely hard to argue with.
