[awicklander]

I have to say, this HN thread is super confusing to me. There are plenty of good points in this article, none of which come off as smug to me.

The fact of the matter is that the helpdesk software market is huge, and the notion that there isn't enough room for multiple companies to succeed in it is just wrong headed.

Very rarely, but especially with niche software, is there ever only one winner. Usually there's lots of room for many companies to succeed.

As a happy Freshdesk customer I pretty much agree with everything written in this post, and think they'll be just fine.