I got so fed up with my support system, and after years of using tools like Intercom, I built my own platform with everything I've ever wanted in a support desk. The biggest upgrade for me was the MCP connection. I can pull down a ticket with a bug and solve it with Claude (or Codex) and get the agent to fix and then draft a reply in my own voice. It also allows customers to connect their agent to my support desk and ask questions. This would be agent to agent with a human in the loop. But the normal day to day stuff is mainly live support or AI enabled support.