Owen Castellano
Customer Support Lead · 11-50
1 review written · 3.0 average
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Reviews by Owen Castellano
★★★★★
Onboarding the first five agents was genuinely painless. The ticketing setup took maybe an afternoon, automations clicked into place quickly, and SLA rules were easy enough to configure without reading a manual. That part impressed me. But the moment I started pulling in a second team and restructuring agent groups, things got messier. Role permissions are clunkier than I expected for a platform pitched squarely at growing companies, and the reporting dashboards don't let me slice data cleanly by team without a fair amount of workaround.
Two months in, I'm still figuring out whether Freshdesk will grow with us or just tolerate our growth. Their customer service has been responsive but inconsistent. One rep nailed my permissions question in minutes; another sent me a generic help article that didn't apply. Value is decent at our current tier, though the features we actually need for cross-team visibility sit behind a plan upgrade. If you're a solo support op, this thing probably sings. For a startup actively hiring, budget extra time for the configuration headaches.
