[notatoad]

i've gone down this route before, we're back on freshdesk now. it's easy to build a prototype in two days, but the long tail of making it actually meet _all_ the requirements is hell.

the value platforms provide is that _you_ didn't make the software, somebody else did, so somebody else defines the functionality and workflow of the software. it can be treated as fixed, and a thing that people learn how to use. they have support docs and training resources for your staff to access. when somebody has a problem, you can tell them to make a ticket with freshdesk not with you.

if you make the software in-house, you have to also make all those training resources yourself. you have to make all the ui decisions. and you have to defend those ui decisions, even when each of your support staff wants something different, and knows there's nothing preventing you from changing it to exactly what they want. even when exactly what they want contradicts with what the person sitting next to them wants.

[andai]

Yeah, the last 1% takes 1000% of the time.

Also nice try Zendesk ;)