It has been 8 days since we had issues with accessing Freshdesk and Freshservice. It has been 5 days since we last heard from anyone and now over 24 hrs since we proposed some form of solution. We requested how to get a local number for Freshcaller since it says to contact support to get a local number in our area and it has been 8 days since the ticket was submitted and no response at all.
Support is terrible. They respond really slowly and when they do respond it seems like they haven’t read any of the tickets and tell us something like "Just login to Fresdesk and do X” or “login to Freshservice and do Y” even though the literal title of the tickets state that we cannot access the services at all.
It’s a shame really because they are very friendly when they do respond.
Freshworks offers everything we needed in one place and one could say it was too good to be true. The services we have tried all work as expected and the products seem really well developed.
But at this point we are currently paying for services we cannot use. I am just glad that we were just in the setup stage and hadn’t been using the services wholeheartedly otherwise I couldn’t imagine being locked out of all services and not being able to respond to our customers tickets. I really hope this doesn’t happen to anyone!
We are going to be left with no choice but to reverse all charges for all 5 products we have paid annual subscriptions for so we can move on from Freshworks services. Which once again, is a real shame!