We're a B2B SaaS product too. For customer support, we started with Zendesk, but we switched over time to Helpscout. We felt that Zendesk was getting too large

We're a B2B SaaS product too. For customer support, we started with Zendesk, but we switched over time to Helpscout. We felt that Zendesk was getting too large and complicated for our reasonably straightforward requirements. Plus, we really liked the image of our customers getting back a personal email rather than the "YOU HAVE BEEN ASSIGNED TICKET #238989438928992, PLEASE WAIT (24) HOURS FOR RESPONSE" kind of system. Obligatory comment about early optimisation. If you find yourself having big debates about the optimal tools and integrations when you have nowhere near the quantity of support tickets that would justify spending any time on this problem at all, you may be focused on the wrong area.