Jordan Kessler
Customer Support Operations Manager · 11-50
1 review written · 4.0 average
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Reviews by Jordan Kessler
★★★★★
Three years of configuring Freshdesk across a rotating roster of clients, and the admin experience is genuinely one of the better ones in this category. Setting up custom roles and permissions per client portal is where I spend most of my time, and Freshdesk makes it straightforward enough that I'm not dreading every onboarding. Granular agent permissions, group-level routing rules, SLA policies scoped by ticket type, all of it layers together in a way that actually holds up when a client's needs shift mid-contract.
That said, the permissions hierarchy has one soft spot that still trips me up: certain admin settings bleed across shared portal configurations in ways that aren't obvious until something breaks for a client. Their support team has been helpful when I've flagged this, but I'd rather the documentation made it clearer upfront. If you're running a multi-client setup, budget some extra time on the initial config pass. Worth it overall.
