We are using ProProfs Help Desk (https://www.proprofsdesk.com/) to manage our entire customer support operations and support team. We are able to manage multiple communication channels such as email, live chat, web forms, etc. in one place and managers can track service performance with the help of smart reports.
My company used the HubSpot Service Hub and it's a great tool overall, but we're currently looking into alternatives like Zendesk. The article https://help-desk-migration.com/... has an excellent comparison of the two business products