JIRA Service Desk is really great. Our engineering team lives in JIRA, and JIRA Service Desk allows our customer service team to have a really strong interface with the engineering team. It is really important for a team to centralize the primary stack as much as possible. The more you can leverage the capability of a single tool, the less master record data problems you will have.

Currently, we are using tawk.to to conduct live chats with our customers. We tried Zendesk and JIRA Service Desk, but we decided not to go with either of them, because they were too complicated for both us and our clients. We are trying to communicate with each of our clients directly at this point, and we do not want to make them open support tickets.