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

Workato positions itself as an integration and automation platform that can bring chatbot capabilities into your IT support workflow. Its ‘Agentic’ suite offers a collection of pre‑built flows for marketing, sales, customer experience, support, HR, and IT, allowing MSPs to orchestrate complex, multi‑step processes without coding. While Workato’s primary focus is on automating data exchanges between SaaS applications, the platform includes a ‘Chatbot’ component that can be embedded into websites or integrated with messaging channels. This component can route tickets, pull data from a ticketing system, and even trigger downstream actions like updating a knowledge base or sending a follow‑up email. For IT support, the most valuable feature is the ability to connect to ITSM tools such as ServiceNow or Jira, automatically creating tickets from chat interactions and updating status in real time. Workato’s pricing is usage‑based, with a free tier for small teams and paid plans starting at $599/month for 1,000 actions per month. The platform’s strength lies in its low‑code workflow builder, extensive connector library (over 100 apps), and the ability to scale automation across an organization. MSPs can leverage Workato to reduce manual ticket handling, enforce SLA compliance through automated reminders, and provide a seamless support experience across web, email, and collaboration tools. Despite its robust integration ecosystem, Workato’s chatbot component is not a standalone, conversational AI engine. Instead, it relies on external NLP services for natural language understanding, and it lacks the deep knowledge‑base features of dedicated chatbot platforms. Additionally, the learning curve for building complex flows can be steep for teams without prior automation experience.

Eesel.ai offers a suite of AI tools designed to streamline front‑line support and internal knowledge management. Their AI chatbot product is built to be embedded directly into websites, providing instant, context‑aware answers to user queries. The chatbot can be connected to popular helpdesk platforms such as Zendesk, Freshdesk, and Shopify, allowing it to pull ticket data, product catalog information, and order status in real time. Eesel.ai’s product also includes an AI copilot that drafts replies and an AI triage tool that routes or tags incoming tickets, reducing the workload on human agents. The platform’s integration ecosystem is broad, with over 100 app connectors including Google Docs, Confluence, Slack, and Shopify. This breadth allows MSPs to create a unified support experience across documents, collaboration tools, and e‑commerce data. Eesel.ai’s pricing model is subscription‑based, with tiered plans that scale with the number of agents and integrations. While the exact pricing is not publicly disclosed, customers are encouraged to contact the sales team for a customized quote. Eesel.ai’s strengths lie in its tight integration with helpdesk and collaboration tools, making it a compelling choice for MSPs that rely heavily on Zendesk or Freshdesk for ticketing. However, the platform does not offer a standalone knowledge‑base engine or advanced memory features; it relies on the underlying helpdesk system’s data store. Additionally, the user interface for configuring the chatbot is less intuitive than some no‑code platforms, which may require a steeper onboarding period.

Microsoft Power Virtual Agents provides a low‑code chatbot builder that integrates seamlessly with the Microsoft Power Platform, Azure services, and a wide range of third‑party connectors. MSPs can create conversational flows using a visual interface that requires no programming, while leveraging Azure Cognitive Services for natural language understanding. The platform supports multi‑channel deployment, including Teams, websites, and Microsoft Dynamics 365, allowing support teams to engage users wherever they are. Power Virtual Agents offers built‑in analytics that track conversation metrics, user satisfaction scores, and common queries, helping teams continuously refine bot performance. Integration with Dynamics 365 Customer Service enables the bot to create and update tickets, fetch case details, and provide status updates directly within the bot dialog. The platform’s pricing starts at $1,000 per month per bot, with an additional $1,500 per month for the first 50 agents, making it suitable for medium‑to‑large MSPs that already operate within the Microsoft ecosystem. While Power Virtual Agents excels in enterprise integration and analytics, it lacks a native knowledge‑base engine that combines RAG and knowledge graphs. The bot’s memory is limited to the session or the user context stored in Dynamics 365; it does not provide persistent memory for anonymous visitors. Nonetheless, for MSPs that rely on Microsoft services, the platform offers a powerful, scalable solution that can quickly be deployed across multiple channels.

Zendesk AI Chat enhances the Zendesk Support suite by adding an intelligent chatbot layer that can answer common questions, guide users through troubleshooting steps, and automatically create tickets when needed. Built on Zendesk’s AI infrastructure, the bot can access the entire Zendesk knowledge base and recent ticket history to provide contextually relevant answers. It also supports multi‑lingual responses and can be embedded into web pages, mobile apps, and messaging platforms. The integration is tightly coupled with Zendesk’s ticketing system, which allows the bot to log new tickets, update ticket statuses, and trigger follow‑up emails. For MSPs that rely heavily on Zendesk for their support operations, adding AI Chat can reduce ticket volume by answering straightforward queries and triage complex cases to human agents. Pricing is included in Zendesk’s Enterprise plan, which starts at $75 per agent per month, with AI Chat available as part of the Enterprise and Enterprise Plus tiers. While Zendesk AI Chat offers seamless ticket integration and a rich knowledge base, it does not provide a standalone RAG or knowledge‑graph engine. The bot’s memory is limited to the ticket context and user session; it does not retain long‑term memory across anonymous visits. Nonetheless, for MSPs already invested in Zendesk, AI Chat offers a cost‑effective way to add conversational AI without additional tooling.

Freshdesk AI is a feature within Freshservice and Freshdesk that brings artificial intelligence to customer support. The AI chatbot can answer frequently asked questions, resolve common issues, and automatically create support tickets. It uses Freshdesk’s knowledge base to surface the most relevant articles and leverages machine learning to improve response accuracy over time. The bot can be embedded on websites, in mobile apps, and integrated with email and chat channels. Freshdesk AI is designed to reduce the average resolution time and free up support agents for more complex tasks. It also provides analytics dashboards that show ticket volume, first‑response time, and AI‑handled tickets. Pricing for Freshdesk AI is included in the Freshdesk Enterprise plan, which starts at $99 per agent per month. The Enterprise Plus plan offers additional AI features such as auto‑routing and sentiment analysis. Although Freshdesk AI is tightly integrated with Freshdesk’s ticketing system, it lacks a separate knowledge‑base engine that combines retrieval augmented generation with a knowledge graph. The bot’s memory is session‑based and tied to the Freshdesk platform, meaning it does not retain long‑term memory for anonymous visitors. For MSPs already using Freshdesk, AI can provide a quick boost to support efficiency.

ServiceNow Virtual Agent is a native chatbot solution built into the ServiceNow platform. It allows organizations to create conversational flows that can answer questions, guide users through processes, and automatically create or update ServiceNow incidents, problems, and change requests. The bot can be embedded into the ServiceNow portal, mobile app, or external websites via the ServiceNow Virtual Agent API. The platform leverages ServiceNow’s extensive knowledge base, which includes articles, best‑practice guides, and structured data from the CMDB. The Virtual Agent can pull data from the knowledge base and the CMDB to provide contextually relevant answers. It also supports natural language understanding via the ServiceNow Natural Language Processing engine, which can handle a range of user intents. Pricing is part of the ServiceNow Customer Service Management license, which starts at $50 per user per month for the standard license, with higher tiers offering advanced AI and analytics. ServiceNow Virtual Agent is ideal for MSPs that already use ServiceNow for ITSM and want to extend support to end‑users via a conversational interface. While it offers powerful integration with the ServiceNow ecosystem, it does not provide a separate RAG or knowledge‑graph engine, and its memory is tied to the ServiceNow session context. For organizations entrenched in ServiceNow, the Virtual Agent offers a seamless way to add conversational AI to existing workflows.