Brett Calloway
Director of Customer Support · 1001+
1 review written · 5.0 average
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Reviews by Brett Calloway
★★★★★
Rolling Freshdesk out across a large enterprise surfaces edge cases fast. Ticket merging behaves oddly when agents work across multiple groups simultaneously, and custom SLA policies get finicky once you stack more than a handful of product lines on top of each other. Took some back-and-forth with their support team to sort out.
That said, the automation builder and reporting dashboards genuinely held up at scale. For the complexity we threw at it, Freshdesk performed far better than I expected. Worth every configuration headache.
