[heelhook]

I agree with what you said except for the last part. I think it was a great call NOT to include screenshots of their product, otherwise it would totally come across like they are trying to (directly) use the controversy to sell their product.

Including a side by side comparison of features almost gets them there but not quite since its still relevant to the article itself.

Kudos to freshdesk for a tactful reply to what could have easily spiraled down to a pathetic childish argument. And in the mean time Zendesk's brand was hurt and freshdesk got front page in HN. Brilliant!

[lordlicorice]

A one-sided side-by-side comparison does get them there. Only points where the Freshdesk side is tied or wins (or is "coming soon") are displayed in the table.

I'm sure Zendesk does something better than Freshdesk.