Help Desk Software Resources

I am looking for a way to quickly track how chat is impacting my conversion rate on a daily basis

I'm curious what others have done to help manage ticket volume, especially if you allow for ticket creation via email. We get a lot of unnecessary tickets created by people who do not visit the self-serve help center first, or who just want to respond with a compliment to an email campaign. I've looked at answer bot, but I'm curious if there's a double-confirm option or something similar before creating tickets via email that could help manage. Thanks.

I initially set up my own Zoho instance after working with it for the first time for a company I'm contracted to assist. I wanted to perform a simple operation, such as CRM/Desk sync but wanted to be able to put a project plan together with time and service impacts. This has seemed like quite a task and I would have enjoyed a much simpler process to showcase this product to management; being able to both put technical and logical concerns at rest.