It's not just your help desk though. If you want to escalate tickets to other teams or have your whole company be responsible for customer service (like ours) h

It's not just your help desk though. If you want to escalate tickets to other teams or have your whole company be responsible for customer service (like ours) having users for 20 people isn't that extreme. We have <20 people and everyone has a Zendesk account because we all do customer service. Plus we use it to track resumes, sales opportunities, etc. The users add up fast.