I went from Zendesk to Freshdesk purely based on my experience on one feature request on Zendesk. The feature was promised repeatedly for, roughly as I recall, 4 years and never delivered.
Freshdesk functionality isn't better, but it is cheaper and they've never made empty promises that affected me. The thread seems to have been removed now I search for it, not surprised, it reflected very badly on them.
Edit: Found it [0]. TL;DR, Lots of people wanted it. It's coming, it's coming, it's coming... Delivered years later...but not actually what was asked for...
That is the most ridiculous thread I've ever seen from a company. Not only did the employee take a shot at people (self hosting solutions is wrong) he also epically, never delivered what the people were asking for even after FIVE YEARS!!
I'm really wondering why he even continued to reply to the thread.
Freshdesk functionality isn't better, but it is cheaper and they've never made empty promises that affected me. The thread seems to have been removed now I search for it, not surprised, it reflected very badly on them.
Edit: Found it [0]. TL;DR, Lots of people wanted it. It's coming, it's coming, it's coming... Delivered years later...but not actually what was asked for...
[0] https://support.zendesk.com/entries/12834-Monospaced-Unforma...