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AI Features in Support Tools
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20/07/2026 12:27 am
Just made the jump from Freshdesk to Zendesk, specifically chasing their AI features. I know, another migration story. But after six months on Freshdesk, their AI felt like a glorified macro recorder—helpful for templates, but not for thinking.
Zendesk's AI-assist actually reads the ticket history and suggests a tailored reply. It's cut my first-response time by about 40% already. The key for me was the deflection: it now auto-suggests help articles before a ticket is even created, and our deflection rate is up to 22% this month. It's not perfect, but it feels like a real assistant, not just a robot filling in blanks.