I would like to share my experience with freshdesk. I have been using it for several years, and I have to say that happy with the service provided, no complaints about it.
In my company we have moved development and support to Jira because of R&D requirements, and just by a few days we missed the automatic renewal of our freshdesk license for 1 full year. I contacted support to explain the situation, that we are actually not using freshdesk anymore and requested a cancellation and refund. The answer? our policy doesn’t accept refunds… after 10 emails back and forth that’s the only reply I get and they even closed the ticket!! I understand policies, in my company we also have policies like in any other company, but there are always exceptions especially if we want to keep a good customer service relation. In this case we are not abusing any usage of the platform, we just do not use it at all… forcing clients to pay full year for nothing it’s a shame! we are not talking about a few cents… it’s a few thousands of euros we’re talking about here. Does anyone understand that way of treating customers??