If I was choosing now, I would be looking at how painful it would be to leave the platform later, not just how good the AI feels on day one. It can be really attractive to have an AI-native help desk, because everything works together. But once your workflows, customer history, routing rules and team habits all live inside one system, switching is a much bigger decision. “That would mean almost as much to me as the AI itself”. So I will trust an AI-native option if it makes support easier now without locking the team into something that’s hard to move away from later.