7 Best Support Ticket Bots for IT Support Services (MSPs)

Zendesk Support Chat is part of the Zendesk Suite, a comprehensive customer service platform used by thousands of MSPs worldwide. The chat solution is tightly integrated with Zendesk’s ticketing engine, automatically converting conversations into support tickets and assigning them to the right agent based on custom rules. The platform is known for its robust routing algorithms and the ability to surface relevant knowledge base articles in real time, which helps agents resolve tickets faster and reduce repetitive work. Zendesk offers a range of templates and a simple drag‑and‑drop editor for customizing the widget’s appearance, though the level of visual freedom is slightly more limited than a dedicated no‑code editor. The chat interface supports proactive messaging, triggered by user behavior or time on page, and can be configured to collect basic information such as email or service request type before the live chat begins. The knowledge base is powered by Zendesk Guide, which allows teams to create searchable articles, FAQs, and structured data that the chat can refer to. The platform’s AI features include the Answer Bot, which can automatically answer common queries and suggest articles. However, the AI is primarily rule‑based and relies on curated content, offering less flexibility in handling dynamic or complex support scenarios. Pricing for Zendesk Support Chat is bundled with the broader Zendesk Suite. The Essentials plan starts at $49 per agent per month, the Team plan at $99, and the Professional plan at $149. The chat feature is included in all plans, but advanced AI capabilities and deeper integrations are reserved for higher tiers. In summary, Zendesk Support Chat provides a mature, well‑integrated solution for MSPs that value a single platform for tickets, chat, and knowledge management, but may sacrifice some of the customization and AI flexibility found in newer platforms.

Freshdesk, part of Freshworks, offers a flexible and highly scalable customer support platform that has become a staple for many MSPs. Its chat widget, Freshchat, can be embedded into any website and automatically turns conversations into Freshdesk tickets. The platform is particularly attractive for MSPs due to its clean interface, solid automation features, and generous free tier that can be upgraded as business grows. Freshdesk’s knowledge base is fully integrated; agents can pull articles and FAQs directly into chats, and the AI-powered Answer Bot can surface relevant content based on the conversation. The platform also includes a powerful automation engine that allows teams to set up triggers, conditional actions, and escalation paths without writing code. Customization of the chat widget is achieved through a dashboard that lets you change colors, button text, and welcome messages. While not as extensive as a full WYSIWYG editor, it still offers a fair amount of flexibility for branding. Pricing starts with the free Sprout plan, which includes basic chat and ticketing for two agents. Paid plans—Essential, Professional, and Enterprise—range from $15 to $79 per agent per month and unlock additional features such as advanced automations, AI-powered chatbots, and multichannel support. Freshdesk is an excellent choice for MSPs that want an all‑in‑one solution that scales with their customer base and offers robust automation, but they may need to build custom integrations to connect with specialized e‑commerce platforms or internal systems. Overall, Freshdesk balances affordability with functionality, making it a solid entry‑level to mid‑tier support bot for MSPs.

ServiceNow Virtual Agent is a powerful AI assistant that lives within the ServiceNow platform, which is a popular choice for MSPs seeking an enterprise‑grade ITSM solution. The virtual agent can handle a wide range of support tasks, from simple ticket creation to complex troubleshooting workflows, all within the familiar ServiceNow interface. One of the platform's key strengths is its ability to leverage ServiceNow's vast data lake. The virtual agent can query incident records, configuration items, and knowledge articles in real time, providing answers that are tightly integrated with existing IT service management processes. The assistant can also automate routine tasks such as password resets, software requests, and incident updates. Customization is achieved through ServiceNow's Flow Designer, which allows non‑technical users to build chatbot flows using a visual drag‑and‑drop interface. While the visual design of the chat widget is limited compared to dedicated widget editors, the platform offers deep integration with ServiceNow's ticketing and knowledge base. ServiceNow does not publish standard pricing for the Virtual Agent; customers typically contact sales for a quote based on the number of users and the scope of deployment. The cost can be significant, but the platform is justified for large MSPs with complex ITSM needs. In essence, ServiceNow Virtual Agent is ideal for MSPs already embedded in the ServiceNow ecosystem who need an AI layer that can interact with their existing data and workflows.

Intercom is a customer messaging platform that has grown into a versatile support hub for MSPs. The platform offers a live chat widget that can be embedded on any website and a suite of automation tools that help teams resolve tickets quickly. Intercom’s strength lies in its ability to mix human and automated interactions, with the option to hand off conversations to agents once a certain confidence threshold is reached. Intercom’s chatbot builder, powered by a rule‑based engine, allows teams to set up guided conversations, collect user data, and trigger follow‑up emails. The platform also integrates with a knowledge base built in Intercom Articles, providing instant article suggestions during chat. The visual editor for the chat widget is fairly comprehensive, allowing customization of colors, fonts, and placement. However, it does not provide a full WYSIWYG page builder; instead, users rely on configuration panels. Pricing starts at $39 per month for the Starter plan, which includes up to 3,000 contacts and basic chat features. The Growth plan at $99/month offers additional contacts and advanced automation, while the Enterprise plan is priced on a custom basis. While Intercom is popular for its user‑friendly interface and marketing‑oriented features, MSPs may find the lack of deep ITSM integrations and limited knowledge base structure a drawback.

Jira Service Management, part of Atlassian’s ecosystem, is a widely adopted IT service desk solution that supports ticketing, incident management, and knowledge bases. The platform’s chat integration comes through its Slack or Microsoft Teams connectors, and teams can embed a simple chat widget via the Jira Service Desk API. The knowledge base, called Confluence, is tightly coupled with Jira, allowing support agents to pull in documentation, run searches, and link tickets to relevant articles. Jira’s automation engine lets teams create rules that trigger ticket creation from chat, assign tickets based on SLA, and update status automatically. Customization of the chat widget is limited; users generally rely on third‑party plugins or custom code to achieve a branded look. However, Jira’s flow editor allows non‑technical users to design custom request types and approval processes. Pricing for Jira Service Management starts at $20 per agent per month for the Standard plan, $40 for Premium, and $70 for Enterprise. The chat integration is included in all plans, but advanced automation and SLA features are tier‑dependent. Jira Service Management is a solid choice for MSPs that already use Atlassian products and need a tightly integrated ticketing system, though the chat experience may feel basic compared to dedicated chatbot platforms.

Kayako is a customer service platform that offers live chat, ticketing, and a knowledge base in a single dashboard. The chat widget can be embedded on any website and is designed to provide a seamless experience for both customers and agents. Kayako’s strength lies in its focus on human‑centric support, with features such as live agent takeover, real‑time monitoring, and a unified inbox. The knowledge base is managed through Kayako Knowledge, allowing teams to author articles and tag them for quick retrieval during chats. The platform’s automation engine can trigger ticket creation from chat, assign tickets based on agent availability, and send follow‑up emails. Kayako provides a basic widget editor that lets users change colors and placement, but it does not offer a full WYSIWYG page builder. Custom branding can be achieved through CSS overrides or by integrating with Kayako’s API. Pricing starts at $39 per month for the Basic plan, which includes up to 4 agents and the core chat features. The Advanced plan at $69/month unlocks additional automation and reporting, while the Enterprise plan is available on request. Kayako is a good fit for MSPs that prioritize a smooth, human‑centric support experience and are comfortable with a modest level of customization.