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Topic starter
19/07/2026 10:54 am
Ran a simple benchmark: 1000 tickets, 5 agents, standard routing rules. The marketing slides and the reality? Not even close.
Freshdesk and Zendesk choked under load, average response time ballooned past 3 minutes. Intercom? Don't get me started on their "speed" when you're not on the enterprise plan. The open-source option (osTicket) and the boring legacy platform (Zoho) handled it without breaking a sweat. So much for "modern architecture."
Everyone's selling AI and omnichannel. Can't even get the basics right. —aB
—aB