Willa Charbonneau
Customer Support Operations Manager · 1001+
1 review written · 4.0 average
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Reviews by Willa Charbonneau
★★★★★
Three years into a full enterprise rollout and the admin experience is genuinely what keeps me loyal. Freshdesk's role and permission structure is granular without being a maze. Setting up custom agent groups, scoping visibility by product line, restricting ticket access to specific teams, all of it is handled clearly. For a deployment this size, that matters more than almost anything else.
My one real gripe is that some of the deeper automation rules bury their logic in ways that take trial and error to untangle. Not a dealbreaker, but expect a learning curve there. Everything else has held up well.
