5 best AI help desk software solutions for 2025

Artificial intelligence (AI) is bringing all kinds of productivity hacks to different work tools and software we use, cutting out redundant manual work and replacing it with automations and smart workflows. Help desks are no exception, more and more of them are integrating AI functionalities to make service processes more efficient.

AI-powered tools are giving service teams the extra support they need to treat each customer request quickly and efficiently. These solutions are also more scalable than their counterparts, allowing companies to meet increased demand as they grow or during peak seasons.

This blog post will dive deeper into AI help desks and look at how they can benefit service teams. We’ll also cover five of the best AI help desk platforms on the market, such as monday service, to give you an idea of which software can fit your business.

What is an artificial intelligence help desk?

A help desk is a centralized hub that allows teams to manage customer queries. An AI help desk is the same thing, except it makes it easier for teams to automate manual tasks related to managing incoming requests.

Using artificial intelligence functionalities, help desk software can help support representatives easily sort customer queries, automate replies, and assist in organizing and gathering customer data. Additionally, AI help desks can be integrated with other help desk tools, like chatbots and self-service bases to make it quicker and easier for customers to get an accurate reply without even involving human agents. According to research, self-service tools like conversational AI assistants can boost agent productivity by 14%.

What is the difference between AI for help desk and service desk?

Though some companies use the terms interchangeably, help desks and service desks aren’t quite the same. Service desks handle a wide range of IT support inquiries, while help desks solve other customer issues. Service desks are often where employees go to get help with IT activities, whereas a help desk is more focused on solving a customer’s problem.

AI has different uses in both these instances. As we saw earlier, AI in help desks is used to enhance the service a company provides to its customers through automations, quick replies, and self-service options. In service desk software, AI is focused on streamlining IT support by automating incident management, using AI-powered analytics to predict maintenance needs, and providing proactive solutions to minimize downtime.

The benefits of using AI features in help desk

AI brings a lot of advantages to help desk management, improving operational efficiency, increasing employee productivity, and boosting customer satisfaction levels. 63% of service professionals believe AI tools like generative AI can help them serve customers faster. Here’s a look at some of the key benefits of AI help desks:

• Workflow automation: AI-powered automations can create ticket summaries of customer calls and meetings, personalized interactions through suggesting content, instantly access service-relation documentation, and more
• 24/7 availability: With AI, customer wait times can be decreased thanks to replies outside of regular business hours and can instead get help with some basic requests through self-service portals like chatbots and knowledge bases to meet customer expectations
• Quicker resolution times: AI assistants can answer customer inquiries instantly, helping customers find the answers they’re looking for while keeping agents available for more complex tasks and reducing time to resolution
• Improved scalability: It’s a lot easier to scale AI tools and assistants to reach more areas of customer service and handle ticket volumes compared to hiring and onboarding more agents
• Data analytics and insights: AI doesn’t only assist in answering inquiries quickly, but it can gather data from various interactions with customers to help personalize customer experiences, gauge customer sentiment and customer intent, and make informed decisions

Top 5 AI help desk software solutions

There are more and more AI-powered help desk solutions popping up as the demand to meet customer expectations with automation and smart workflows grows in the service space. Below, we’ll look at five of the best options on the market for AI help desks.

1. monday service

Best for: Customer support teams of all sizes looking to enhance operations with advanced AI and support management features

monday service is an all-in-one platform used by service teams to improve support operations. Thanks to advanced automations and AI capabilities, monday service makes it easy for customer support teams to efficiently manage service faster than ever while solving common issues through streamlined communication and personalized solutions.

Key monday service features

• Automatic ticket management: Classify incoming tickets using AI by type, urgency, sentiment, date, department, and more to easily prioritize them
• Knowledge base assistance: Pull relevant knowledge base articles in seconds to get quick, accurate responses to complex business processes and avoid delays or escalations
• Self-service customer experience: AI helps agents offer instant responses by quickly composing emails and detailed responses to common questions

monday service pricing

• Free plan available
• Paid plans start from $9/seat/month
• Five plans to choose from: Free, Basic, Standard, Pro, and Enterprise
• Learn more about monday service plans and pricing here
  

2. Zendesk

Best for: Companies looking for a customer care platform with AI capabilities and automations

A household name in customer service software, Zendesk includes different AI features that help agents handle inquiries more effectively. Zendesk AI assists agents with customer service tasks and interactions while making it simpler for employees to access the information they need.

Key Zendesk features

• AI chatbots: AI-powered chatbots can offer customers personalized responses based on a database of customer interactions, providing accurate answers when needed
• Knowledge management: AI powers knowledge base resources by suggesting updates and new topics based on previous interactions and customer intent
• Generative AI: Agents can make the most of generative AI tools to summarize tickets, expand on a message to a customer with a complete reply, and more

Zendesk pricing

• From $19/month/user
• Four service plans to choose from: Support Team, Suite Team, Suite Professional, Suite Enterprise
• Free trial available

3. Tidio

Best for: Companies who want to prioritize live chat customer interactions

Tidio is a conversational AI that can speak to your customer base on any channel. Tidio uses natural language processing to answer customers with a high level of accuracy based on your company’s data, allowing agents to cut down on repetitive tasks and focus on solving complex issues.

Key Tidio features

• Advanced ticketing: Create tickets directly from conversations, easily filter according to priority or set conditions, and automate routing them to the right department
• Multichannel support: Handle support from different channels like emails, live chat, WhatsApp, Instagram, and more in one single dashboard
• Live chat: Tidio’s like chat feature allows companies to respond to any real-time customer conversation with canned responses, video chat, and Shopify integration

Tidio pricing

• Starting from $29/month
• Four plans to choose from: Starter, Growth, Plus, and Premium
• Free trial available

4. Help Scout

Best for: Small to medium-sized teams looking for a simple and collaborative customer support operations platform with AI features

Help Scout is a customer support platform that empowers teams to sync through a shared inbox, live chat with customers, and a help center. Help Scout makes it easy to manage different customer interactions from one place, enabling smoother collaboration between service agents.

Key Help Scout features

• AI Assist: Using this feature, agents can change the tone of voice of their reply, adjust the length of a message, and translate text in just a few clicks
• AI Summarize: Create a summary of a longer conversation with a customer, making it easy to review cases and update team members
• AI answers: Boost customer satisfaction scores with a 24/7 self-service assistant to provide instant answers drawn from your data and knowledge base

Help Scout pricing

• Free plan available
• Paid plans start from $50/month
• Three plans to choose from: Free, Standard, and Plus

5. Freshdesk

Best for: Businesses aiming to streamline customer service operations with AI-driven insights and automation

As part of the Freshworks suite of products, Freshdesk is a customer service help desk that helps teams manage and resolve customer inquiries. The software uses AI to enhance automations and make it easier for agents to handle each request swiftly.

Key Freshdesk features

• AI bots: Set up AI bots to instantly reply to frequently asked questions in emails to speed up each interaction with personalized replies and quick responses
• Freddy AI: Freshdesks’s enterprise-grade AI assistant helps agents with real-time conversation summaries, tone adjustments, next steps, and more
• AI analytics: Continuously analyze customer interactions using AI to gain insights into opportunities and processes that can be improved

Freshdesk pricing

• Free plan available
• Paid plans start from $15/agent/month
• Four plans to choose from: Free, Growth, Pro, and Enterprise

Best practices for implementing AI help desk solutions

Whether your team is already using a help desk solution and wants to upgrade to take advantage of AI features or you don’t have any service software in place yet, the key to successful adoption is a well-thought-out implementation plan. To make sure your AI help desk integrates with your existing work tools and that your team makes the most of its features, here are some best practices to keep in mind when building your implementation plan.

Set your goals based on your business needs

This can be anything from improving your SLA, boosting customer satisfaction levels, having faster response time, or even finding an option for a help desk that can easily scale alongside your company’s growth plans.

Analyze your current service processes

Take a look at the key processes in your customer journey and service request pipeline and ask for feedback from agents. This will help you understand which processes need the most intervention from AI.

Identify key features you need

Consider which AI features your team most needs and even rank them based on priority. Some teams may find generative AI for email composition more helpful than sentiment analysis or ticket routing based on their needs, so this process will help you narrow down your software options.

Provide ongoing training and education

Your team will need to be trained on a new AI help desk solution, but this is more than a one-and-done procedure. Education should be ongoing to ensure agents are making the most of all the features an AI help desk has to offer.

Understand compliance and regulatory requirements

Finally, you want to make sure the AI help desk you’re considering will allow you to remain compliant and meet regulations and standards in your industry so that you don’t face any liability issues down the line.

Unleash the potential of AI help desks with monday service

monday service is built on the monday.com Work OS, making it a robust AI-powered service desk software solution for teams who want a well-rounded platform that can integrate with other aspects of their business, such as project and contact management. With tons of service desk capabilities beyond AI, monday service offers a reliable option to transform help desk management.

Aside from the features we covered above, monday service offers a wide range of other functionalities, such as:

• Integrations with 200+ apps to seamlessly sync data and automations
• Smart ticket routing makes it easy to reduce routine tasks and get issues solved quicker

• Easily scale your service processes as your business grows
• Get enterprise service management on one platform to connect data, tools, and people across your entire organization
• Stay afloat of trends, performance, and insights with an analytics dashboard

• Choose from hundreds of board templates to get started with the platform quickly
• Create your own no-code automations in sections to get notified on approaching deadlines, set reminders, and send notifications on status updates

The future of help desks is AI-powered

There’s no doubt that more companies are going to adopt AI features to power their help desks. As AI-powered tools continue to feature in service software, SLAs will become more competitive between companies, driving the need even further for AI help desks. By implementing AI-driven software like monday service, support teams can make the most of a platform that’s flexible, scalable, and helps them work smarter.