[brentm]

Slightly off topic but what is better about Zendesk?

I've been using Freshdesk for a few years and originally chose it because the price was so much less. To me the major benefits of Zendesk appear to be a better mobile experience and a json api (vs Freshdesk's XML). Out of those 2 thing the XML api has been the more annoying to deal with.

It looks Zendesk may have dropped their prices a little and may be worth reconsidering.

[seivan]

The XML api itself should be enough to tell you which one to pick.

Then again, I'm thinking this from a developer point of view, guessing how the decision would have been brought up.

The things that comes to mind is either A) Massive legacy code B) Decision made by business-goon C) Shitty developers.

I would probably never have touched the API, but regardless of that, it would have scared me off.

[girishm]

Freshdesk has had both XML and JSON APIs from day 1. Maybe it was not so obvious as the documentation was done for XML and it was probably assumed that since it is exactly similar for json it was not required. Thanks for the feedback. We will fix the docs.

[xtracto]

Hey, a bit late to the thread but I wanted to ask a question about your service (I couldn't find a "send private message" button in HN):

My company is evaluating several Helpdesk systems (both SaaS and Open Source). FreshDesk is one of those we have in mind. However I would like to know how possible is it to "tweak" Freshdesk to meet our needs.

For example, being able to add HTML elements (forms) or "dashboards" made by us would be a plus. Also, how "mature" are your APIs? (i.e. what % of the functionality can be accessed via API?).

Basically, we need to use a HelpDesk/Ticketing/CRM system, but must tailor it to our business need which is more on the financial side of things (we are looking to make the HelpDesk system our one-stop-panel for managing).

is there anyone @ your company I can contact to discuss this more in private?

Thanks a lot!

[saurabh_p]

Hi,

Thanks for your interest in Freshdesk. If you can email me: [e-mail], I will be glad to get on a call, understand your requirements and take the discussion further.

Best Regards, Saurabh Prabhuzantye

[brentm]

Good to know.