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Paid vs Free Help desk Software

By denise.hilton ·
I have been exploring the internet to get a good idea of how paid and free (open source) help desk software differ from each other. I was reading this article that has shared a number of Free help desk management software:
http://www.webemployed.com/free-help-desk-software-for-ticketing-support/
The features are listed and they seem most of them seem identical to the features paid help desk software offer. So where do we draw the line? If they are so similar in functionality why don't companies just opt for the free software?
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