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You realize that it probably took FreshDesk maybe 2 hrs to create that page with the intention of defending the credibility of their reputation?

And at the same time, by picking (or rather extending) a fight with the industry leader, they are gaining lots of visibility for their product.

Was it worth it for FreshDesk to put in the 2 hours to defend their reputation? Of course. How is that not brilliant?

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Sure. You can argue the publicity was worth something but I am certainly turned off by the way they went about it.

They could have mockingly made a fo-ZenDesk logo or any number of other things that didn't make it look like they are on the defensive.

Either way, as a customer I am more concerned about either of these companies using ANY of their time on this. Regardless of how much time they spent, it reflects on where their priorities lie.

I agree. Guy Kawasaki suggests companies should pick fights with better known rivals. Apple vs. IBM back in the day is a perfect example.

I now know who Freshdesk is (didn't before) and might consider them in the future. We used to use Zendesk but found it too expensive for our needs. Plug: we use Tender.

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