I've been working with Freshdesk for the past 5-6 months and I've had the hardest time communicating with their support team.
Working through simple issues can be painful as Freshdesk Support has a difficult time gaining agreement (of the issue) and showing control of the support process. I sometimes feel that my issues are not throughly reviewed before resources/solutions are provided and this causes confusion with the overall interaction.
At the price point we are at with Freshdesk, I'd expect a better support experience.
Anyone else run into hurdles or challenges with Freshdesk Support?