Speed of response from the support team; powerful tools behind the scenes (ie rules, Macros)

All key functions merged together for one price - shared inbox, knowledge database, and web widget. For an unlimited amount of languages.

The Balance of Features vs price. I actually switched from Enchant to Zendesk thinking that because it was more expensive it was better and then switched back. It has many of the "little" things that you don't think of but really miss when they are not there that a lot of other help desk solutions don't have ( e.g. snoozing tickets, ticket collision management ). They seem to be much more focused on their own customer service than promoting the product - I will often get a response in a few hours ; and they have even proactively contacted me about an error that I had that I didn't know about because of my own misconfiguration.