ZenDesk pricing has always confused me. They always pitched themselves as 'for the small smart guys' with all the 37s type philosophies that were popular at the time.

And I looked at the product and thought "Wow, this product is actually quite nice!".

But we had 5 staff and only one full time support person, but everyone needed an account. The starting price was a bit rich for how small we were and I met the head evangelist and told him I thought the pricing was a bit off.

I said it was too much for the small guys, and not high enough for the big businesses who pay ridiculous amounts of money for software services (Joel Spolsky has a post on this somewhere...).

His response was "Oh, you guys can have it for free for 6 months!", and I said "But then we'll be locked in, and have to pay heaps in 6 months time."

We ended up using eSupport (which is a complete piece of shit) and now we have a different set up of support users, we could justify the cost of ZenDesk given the current size and set up of the company but now we're locked in to eSupport!

If they just had lower prices for the little guys they'd have got us. They're bloody mad, I tell you.