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...
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...