This is going to be a little bit rant-y, but I’m very frustrated with Freshdesk Support.
I have submitted 2 different support tickets to Freshdesk support requesting help with a variety of issues over the last 7 days and have currently heard nothing on either one.
This is particularly frustrating because on day 5 I resubmitted the first ticket to freshsales support instead and received multiple responses plus a resolution within 24 hours. Presumably these are two different team of people who are likely working completely remote from each other but the Freshdesk support is frankly bordering on embarrassing at this point.
Not to mention I now have a third open ticket that appears to be intended for an internal sales agent to reach out to us and try to up-sell or otherwise “close the upgrade” in our plan. I can’t tell if whoever is running that support is clueless or what is going on but if our company wasn’t so set on using Freshdesk this would definitely be enough to get us to consider an alternative.
We also shouldn’t be receiving tickets for internal agents while also not receiving any actual responses or information from the actual support team.
I’ve seen a few other related posts, but they are primarily older so I presume this is not a common issue but I’m annoyed enough I made an account on this forum just to try and get through to someone at freshdesk support.
Any help or advice? Is this just an anomaly or do I just need to go through freshsales support for all future freshdesk support?
