Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds • Hacker News Board

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#41

Post by Legion » Sun, Dec 04, 2011, 9:27 PM UTC

bjtitus wrote: post #20

maushu wrote: post #15

Earlier quoted context omitted.

Actually, this should increase the number of trials and customers for Freshdesk. It's like playing chess. Zendesk made a bad move and Freshdesk used that move to respond brilliantly.

I'm sure it will. It doesn't change my perception of them. In my opinion, anyone who thinks taking the time to create a web page for an argument or who thinks a product in the same field with a similar name is a copycat doesn't care about me, the customer. They should be spending their time improving the product, coming up with new ideas, or responding to legitimate support inquiries. Neither of these companies showe…

> They should be spending their time improving the product, coming up with new ideas, or responding to legitimate support inquiries.

Oh, that's silly. Writing up and posting a small 1-page website did not take any time at all away from "coming up with new ideas, or responding to legitimate support inquiries".

It's fine if you don't like it, but don't act like they were somehow derelict in their normal duties by making this.

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#42

Post by bjtitus » Sun, Dec 04, 2011, 9:28 PM UTC

melvinram wrote: post #40

bjtitus wrote: post #20

Earlier quoted context omitted.

I'm sure it will. It doesn't change my perception of them. In my opinion, anyone who thinks taking the time to create a web page for an argument or who thinks a product in the same field with a similar name is a copycat doesn't care about me, the customer. They should be spending their time improving the product, coming up with new ideas, or responding to legitimate support inquiries. Neither of these companies showe…

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?

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.

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#43

Post by j45 » Sun, Dec 04, 2011, 9:28 PM UTC

j45 wrote: post #38

sunir wrote: post #26

Christian Marth (@cloudgroupsyd) has a lot of explaining for that ridiculous and risible "Indian cowboy" dig. Twenty times worse because he doubled down on it while backpeddling.

Normally comments about someone's perceived race (I didn't know there was more than one human race) is reserved for idiots who get their education about the world from tv. The indian cowboy slur against Freshdesk is beyond ignorant. Especially for a technie. They're usually pretty good for researching. Maybe Christian Marth should learn indians invented counting, the pentium chip, hotmail, fiber optics and lots of ot…

Thanks downvoters, your hatering feeds my loving. :)

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#44

Post by Legion » Sun, Dec 04, 2011, 9:28 PM UTC

sunir wrote: post #26

Christian Marth (@cloudgroupsyd) has a lot of explaining for that ridiculous and risible "Indian cowboy" dig. Twenty times worse because he doubled down on it while backpeddling.

Is "Indian cowboy" an insult? Makes them sound like Bollywood badasses to me.

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#45

Post by lucianomt » Sun, Dec 04, 2011, 9:29 PM UTC

"Rip-off"? It's a help desk service for Pete's sake, not the Xerox GUI or the Page-rank. If Freshdesk can deliver the same value to customers for a fraction of Zendesk's cost, kudos to them.

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#46

Post by omouse » Sun, Dec 04, 2011, 9:31 PM UTC

It's funny because they could be co-operating instead of competing and be making much more money by targeting different markets.

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#47

Post by heelhook » Sun, Dec 04, 2011, 9:34 PM UTC

hajrice wrote: post #19

Disclaimer: I'm the founder of Helpjuice.com. We compete with Zendesk's knowledge base. This is so rude from Zendesk. In case you think someone has ripped of your product, in any way, you (as the CEO of a 30+ company with 10,000 customers) SHOULD NEVER, EVER write something like that. I'm 100% with Freshdesk on this one specifically because of the tone of Zendesk and Freshdesk. The way Mikkel responded to Freshdesk i…

I agree with what you said except for the last part. I think it was a great call NOT to include screenshots of their product, otherwise it would totally come across like they are trying to (directly) use the controversy to sell their product.

Including a side by side comparison of features almost gets them there but not quite since its still relevant to the article itself.

Kudos to freshdesk for a tactful reply to what could have easily spiraled down to a pathetic childish argument. And in the mean time Zendesk's brand was hurt and freshdesk got front page in HN. Brilliant!

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#48

Post by polemic » Sun, Dec 04, 2011, 9:35 PM UTC

This whole spat just highlights one of those truths that's evident to those in the industry:

There is no such thing as a good idea, only good execution.

Being first doesn't count for anything. Having a vaguely similar name doesn't count for anything. In the end, only how well your product works, how many users you can attract and retain, and how much value it provides matter.

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#49

Post by nl » Sun, Dec 04, 2011, 9:35 PM UTC

hajrice wrote: post #32

nodata wrote: post #28

Earlier quoted context omitted.

> I'm 100% with Freshdesk on this one specifically because of the tone of Zendesk and Freshdesk. Why would you decide who is right based on tone? Why not on the validity of their argument?

There isn't too many arguments in play. One thinks Freshdesk is knockoff of Zendesk, the other one makes a website describing how it isn't. The real play is the choice of words and how Mikkel("Indian cowboys", the RIP OFF comment, etc.) went on about this, and how Zendesk responded The customers are there to tell whether they're a knock off or not. I don't want to say anything as I'm not a customer.

I don't think Mikkel called them Indian cowboys - that was someone else.

Re: Zendesk CEO calls Freshdesk a freaking rip off - Freshdesk responds

#50

Post by ecaron » Sun, Dec 04, 2011, 9:39 PM UTC

As much as I'd like to side with the guy getting picked on (Freshdesk), Zendesk is completely right. Ignoring the interface and naming similarities, you can't complain about ZenDesk on Twitter without multiple Freshdesk spammers bombarding you. Sure there's nothing illegal about it, but they're obnoxious with the "a customer of a rival is complaining, I MUST CONVERT THEM!" concept.

(I called them a rip-off of Zendesk back in late October - http://mobile.twitter.com/ecaron/status/123594375560302592 - and it took several days for @vshankar90 and @mrgirish to stop harassing me on Twitter...)