Gotcha. Well they are certainly cheaper, but cost can't be all there is to it. And in the case of Zendesk (we use them at my company), Freshdesk's pricing is no

Gotcha. Well they are certainly cheaper, but cost can't be all there is to it. And in the case of Zendesk (we use them at my company), Freshdesk's pricing is not that much cheaper ($25 vs $16, I just checked) - so is $9 per month that important? Plus I assume the lower price comes with a cost - product quality, broken English when you call support, and more. I don't have experience with calling either one of those companies, but from a consumer perspective calling some banks and TelCos I've had that experience.