I use Kustomer to create tickets for customer service and I find that it makes ticket creation and resolution easy. I really like the layout because it's simple to navigate. There's also a nice Incontact widget for calls.

The phone call AI summary, conversation notes.

Everything being in one timeline, it shows older tickets from the same customer and quite easy to navigate and find older exchanges. No need to switch tabs as it integrates well with other platforms like shopify for example. AI features are great as well it can summarize long messages and draft responses based on knowledgebase. Performance wise it has it's ups and downs with downtimes but nothing to be concerned about, usually works great. pricing can be a bit on the pricier side depending on the team size and support is alright as well. Not sure about onboarding as I was not involved during that time