The AI-native approach is interesting because it changes the role of the help desk from simply managing tickets to actively helping resolve them. For me, the biggest factors would be resolution quality, ease of deployment, integrations, and how smoothly AI and human agents collaborate. Mature platforms have a clear advantage in established workflows, but AI-first systems could be compelling for teams that want to build their support operation around automation from the start. The real test is what happens after a few months: fewer repetitive tasks, faster resolutions, and less manual ticket management.