"We ended up using eSupport (which is a complete piece of shit)"
Whenever I read something like this I can't help but think "Here's a potential customer to whomever can get this right and at the right price". It seems like there's still a huge opening in this market for someone to come in and take all of ZenDesk and eSupport's customers.
Yep I agree completely. We painstakingly trawled through a very large number of support products and in the end it wasn't a case of picking the one that was the best but picking the best of a worst bunch.
I do believe there is a gap in the market for a good but well priced product, but it wont be a simple little ticketing app, the creators would have to understand how support grows out of a one man job into a 50 man job.
eSupport offers a lot of tricks (well hidden in their horrific UI and UX) that save you time, you also have to handle that not just make a 'Oh a Customer has many Tickets!' ROR app with a nice logo.
Whenever I read something like this I can't help but think "Here's a potential customer to whomever can get this right and at the right price". It seems like there's still a huge opening in this market for someone to come in and take all of ZenDesk and eSupport's customers.