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Hello,

We have been a Freshservice customer for a couple of years and the product works for us. We do not make many changes any longer so we just keep using the product. Our renewal is coming up and I requested a quote for a reduced number of agents which I got. We had some contract language in our original contract that a member of my team has been attempting to get changed for a couple of weeks. No one will respond to her or I. I have emailed my supposed new customer rep, my old customer rep and renewals@freshworks.com. I have even called and left a voicemail. Not one response in over 2 weeks. Any suggestions on how to get this resolved?

Hi ​@Kamakshi V 

FYI…

Can you talk with somebody?

 

Regards,

 

Thank you for the ping, @eeha0120.

Hi Michael,

I’m sorry to hear about this. I’ll go over the issue today and ensure you receive an update as soon as possible. I’ll also coordinate internally to identify the point of contact and follow up with you promptly. Thank you for bringing this to the community’s attention!

Hello ​@mstangley 

Quick update on this — I believe our team is already working with Janie Eklund on it, and Sachin Rai (Sales Manager) is actively involved. Just checking, was there anyone else you reached out to?

Yes you are correct, we did get a response from Sachin and it is being worked on. I appreciate the help and we look to be on the right track to getting our renewal completed.

​@mstangley great job reaching out to the community. There is a level of support from your peers to help get things solved. I’m sorry that it took so long for a response. Thats not the usual level of interaction I have experienced, so hopefully it was just an oversight. Best of luck with your renewal!

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