Top 7 Reviews of a Troubleshooting Guide Bot for Internal IT Support

Intercom is a popular customer messaging platform that has expanded into internal IT support with its live chat and bot features. It offers a conversational interface that can be embedded anywhere on the web or in mobile apps, and its Bots can handle routine questions, schedule meetings, and provide instant troubleshooting steps for common IT issues. Intercom’s help center integration allows users to search a knowledge base while the bot is active, ensuring that accurate documentation is readily available. Intercom provides a visual builder for automations, allowing IT teams to create workflows that route tickets to the appropriate support agent or trigger email notifications when certain keywords appear. The platform also supports integration with a wide range of third‑party tools such as Jira, Zendesk, and Salesforce, helping to close the loop between chat and ticketing systems. One of Intercom’s strengths is its robust analytics dashboard, which tracks conversation metrics, response times, and customer satisfaction scores. This data is vital for continuous improvement in internal support processes. Pricing for Intercom’s “Essential” tier starts at $39 per month per team, with higher tiers adding advanced features such as custom bots, in‑app messages, and priority support. Teams can scale up to the “Premium” tier for larger organizations.

Zendesk Chat, part of the Zendesk Support suite, is designed to provide real‑time assistance and can be adapted for internal IT support. It offers a lightweight chat widget that can be embedded on any website or intranet portal. The platform includes a bot engine that can answer FAQs, gather basic information, and hand off conversations to human agents when the issue is more complex. Zendesk Chat integrates seamlessly with Zendesk Support, allowing tickets to be automatically created from chat conversations. This integration ensures that all support interactions are logged in a single system, improving visibility and accountability. The bot can also be trained using canned answers and AI suggestions based on historical ticket data. The platform supports triggers and automations, which can be used to route tickets to specific IT teams based on the issue type or priority level. It also offers basic analytics to track chat volume, response times, and agent performance. Pricing for Zendesk Chat starts at $19 per agent per month for the Starter plan, with higher tiers adding advanced features such as AI chat, guided workflows, and API access. The Enterprise plan is available on a custom pricing basis.

Freshchat, part of the Freshworks suite, offers a modern live‑chat solution that can be leveraged for internal IT support. The platform provides a lightweight chat widget that can be embedded on any web page or intranet site. Freshchat’s AI chat capabilities allow the bot to answer common IT questions, provide step‑by‑step troubleshooting, and collect diagnostic data before handing off to a human agent. Freshchat integrates with Freshservice, Freshdesk, and other Freshworks products, creating a unified ticketing ecosystem. The bot can automatically create tickets and update them as conversations progress. Additionally, Freshchat offers a knowledge base feature that lets users search articles directly from the chat window. The platform also includes workflow automations, canned responses, and a robust analytics dashboard that tracks key metrics such as chat volume, resolution time, and customer satisfaction. Multi‑channel support is available, allowing users to connect via web chat, mobile app, or even Facebook Messenger. Pricing for Freshchat starts with a free tier that includes basic chat and bot features. The Growth tier is priced at $19 per seat per month, while the Enterprise tier is $49 per seat per month, with additional features such as advanced automation and priority support.

Ada Support is a no‑code chatbot platform that focuses on creating conversational AI for customer service, which can be adapted for internal IT help desks. Ada’s visual builder allows users to design chatbot flows without writing code, and the platform automatically learns from past conversations to improve responses over time. Key features include integration with ticketing systems such as Zendesk and HubSpot, automated ticket creation, and the ability to push notifications to IT agents when a conversation requires human intervention. Ada also offers multilingual support, which can be useful for globally dispersed teams. The platform’s analytics dashboard provides insights into conversation volume, resolution times, and bot accuracy, helping IT managers refine the bot over time. Ada’s pricing starts at around $1,200 per month for the Starter plan, which includes a certain number of monthly conversations and a limited set of integrations.

LivePerson is a conversational commerce platform that offers AI‑powered chat solutions suitable for internal IT support. The platform provides a chat widget that can be embedded on any website or intranet, and its AI agents can answer frequently asked technical questions, guide users through troubleshooting steps, and collect diagnostic data. LivePerson’s key differentiator is its ability to integrate with enterprise systems via webhooks and APIs, allowing IT teams to trigger ticket creation in systems like ServiceNow or Jira automatically. The platform also offers advanced analytics to track agent performance and conversation outcomes. The platform supports multi‑channel messaging, including web chat, mobile app, and social media channels, which can be useful if your IT help desk supports multiple channels of communication. Pricing for LivePerson is available only on a custom quote basis, typically starting in the thousands of dollars per month for enterprise deployments.

Drift is primarily known for conversational marketing, but its bot framework can be repurposed for internal IT support. The platform offers a conversational bot that can engage users in real‑time, answer common questions, and hand off to human agents when necessary. Drift’s bot can be embedded on intranet pages or internal portals, and it supports integration with Salesforce, Zendesk, and other ticketing systems. The bot is configurable via a visual builder, and it can collect user data to personalize responses. Analytics are available to track chat volume, conversion rates, and agent performance. However, Drift’s primary focus remains on sales and marketing, so the default knowledge base templates are tailored to product information rather than technical troubleshooting. Pricing is available only through a custom quote, with starting plans typically in the mid‑fourth to fifth digit range per month for enterprise deployments.