Gerard Nolan
Customer Support Manager · 1-10
1 review written · 5.0 average
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Reviews by Gerard Nolan
★★★★★
Honest answer to why I'm still here two years in: their support team. Running a small crew means nobody has time to sit in a queue waiting on a generic help article. Every time I've had an issue, and there have been a few edge cases around SLA configuration and email routing, Freshdesk's reps came back fast, knew what they were talking about, and actually followed up afterward. That last part still catches me off guard. Most vendors close the ticket and vanish.
The product itself earns its keep too. Ticket automation has cut the manual sorting my team used to dread every morning, and the reporting gives me enough visibility without being overwhelming. A couple of the UI flows feel a touch clunky on mobile, so I wouldn't call it perfect. But when something does go sideways, knowing their support is genuinely responsive makes the whole thing feel like a safe bet for a team our size.
