A major difference seems to be how deeply AI is integrated into the support workflow. An AI native help desk is captivating if it can actually resolve issues, summarize conversations, route tickets and hand off to humans without losing context. But Zendesk and Intercom have years of operational maturity that’s hard to replace. What matters most is whether the AI genuinely reduces workload over time or just adds another layer to manage. Real world experience after a few months would be much more useful than another feature comparison.