Femke van Drongelen
Customer Support Manager · 1001+
1 review written · 5.0 average
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Reviews by Femke van Drongelen
★★★★★
Migrating an enterprise support operation is the kind of project that makes you lose sleep. We'd spent four years on our previous platform, a well-known ticketing system that had grown genuinely painful to configure, and the decision to switch was mine to defend to leadership. Two years on, I'm glad I pushed for Freshdesk. The difference in day-to-day usability alone was worth the disruption.
What struck me most coming from our old tool was how much less friction there is in the automations. Setting up SLA rules, routing logic, and escalation paths used to require either a specialist or a lot of trial and error. In Freshdesk, my team of twelve agents had the core workflows dialed in within the first two weeks. The reporting dashboard is also genuinely useful. Not pretty-but-hollow, actually useful. I pull agent performance data every Friday and it tells me what I need without five extra clicks. The canned responses and ticket merging features sound small, but at volume they matter enormously. One honest frustration: some of the more advanced analytics require the higher pricing tier, which stung a little during budget conversations.
For anyone managing a large-scale rollout, the onboarding support from their team was better than anything I experienced with the previous vendor. Responsive, specific, and they actually followed up after go-live. That is rarer than it should be. If you're carrying a sprawling legacy helpdesk setup into something new, Freshdesk is a serious contender. It is not perfect, but it is a significant step forward.
