I think the answer depends on where you are as a company. If you are starting fresh, an AI-native help desk makes sense because everything is built together and the handoff between AI and humans is smoother. But if you already have Zendesk or Intercom running with years of workflows and reporting, ripping that out is a big risk. For most established teams, adding AI to what already works is probably the smarter move. The real test is whether it reduces work for your agents, not whether it sounds impressive in a demo.