Ask HN: Companies with 100's support requests per day. What tools do you use?

I cannot decide if intercom is helping or hindering our work. It's hard to ask ourselves "how much time are we spending answering questions about X".

How can we automate prioritization of conversations?

How can we auto reply and push people to our support pages if they have an open question?

Would love to hear great ways to become a power user or quickly learn about better tools for customer service.