Ben C.
Freelance Consultant · Consulting · Self-employed
4.0
February 2, 2026
“Hit the ceiling at about twelve agents”
Used daily for 2+ years
Loved it for two years. Once we needed escalation tiers and response-time targets we were working around the product rather than with it. Migrated to Freshdesk — a good tool that we simply outgrew, which is a fair outcome.
Pros
Wonderful while it fits. Support team were genuinely helpful during our exit.
Cons
No SLA management, no advanced routing. The ceiling is real and arrives sooner than you expect.