I went from Zendesk to Freshdesk purely based on my experience on one feature request on Zendesk. The feature was promised repeatedly for, roughly as I recall, 4 years and never delivered.

Freshdesk functionality isn't better, but it is cheaper and they've never made empty promises that affected me. The thread seems to have been removed now I search for it, not surprised, it reflected very badly on them.

Edit: Found it [0]. TL;DR, Lots of people wanted it. It's coming, it's coming, it's coming... Delivered years later...but not actually what was asked for...

[0] https://support.zendesk.com/entries/12834-Monospaced-Unforma...