As someone who advises on and implements software at work that would be sorta ok if these companies charging several thousand a year would actually fix bugs and provide proper support. Zendesk is a pretty big display of this: feature requests lay dormant in their support pages, the only way you can get support is through a chat where the rep will point you to an article you already read most of the time, updates that ever obfuscates settings into a dizzying amount of menus in the admin panel, and so on. All for a minimum of $55 a month per seat if you want email and calling. The issue is costs are sky high for practically no value