Agreed. The blog post was great. We use tender for our support, and I took a quick look at freshdesk. Having tickets with priority, type, building and group are

Agreed. The blog post was great. We use tender for our support, and I took a quick look at freshdesk. Having tickets with priority, type, building and group are way overkill for us and one of the reasons we left zendesk. I'd encourage you to carve your niche in the market by having an opinion and sticking to it, not by emulating zendesk's features and slapping a cheaper price tag on it.