TBH looking at helpdesk software in 2025, I would expect new ones to be built AI first. It would be hard for me to consider one without at least some sort of LLMs helping with triage or at classifications of tickets, etc.
We support parsing your entire help docs into a DAG, so support professionals can have easy access to the most relevant existing docs to answer an end user’s problem. We also provide summarization of incoming tickets so that support teams can understand quickly what the problem is.
I’ve toyed with doing sentiment analysis, but our experience with customers in the support space is that they want the AI to give them information and then get out of the way.