Zendesk vs Intercom: the ultimate comparison by Ana Khlystova HelpCrunch

  • Freilla Espinola
  • July 4, 2024

Zendesk vs Intercom: Which Solution to Choose in 2024?

intercom or zendesk

However, it simplifies sorting and filtering options based on multiple parameters—date, priority, ticket, tags, sources, etc. It also enables dashboard customisation and integration with 500+ apps. Zendesk offers an integrated CRM alongside its suite to offer a consolidated view of customer data. Intercom users will need to integrate a CRM externally, which can be inconvenient.

While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers. Compared to being detailed, Zendesk gives a tough competition to Intercom.

Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual. Apart from team conversations, it integrates with the ticketing system. Thus, the inbox is used to refer tickets to other customer service agents who can solve them. Therefore, a helpdesk with a good inbox can make your team efficient in solving problems.

Its multichannel support is more focused on engaging customers through its chat and messaging systems, including mobile carousels and interactive communication tools. However, compared to Zendesk, Intercom might not offer the same breadth in terms of integrating a wide range of external channels. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features. It is tailored for automation and quick access to insights, offering a user-friendly experience. Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased costs for larger organizations. In the realm of automation and workflow management, Zendesk truly shines as a frontrunner.

Restarting the start-up: Why Eoghan McCabe returned to lead Intercom – The Currency – The Currency

Restarting the start-up: Why Eoghan McCabe returned to lead Intercom – The Currency.

Posted: Fri, 06 Oct 2023 07:00:00 GMT [source]

Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. You can foun additiona information about ai customer service and artificial intelligence and NLP. After this live chat software comparison, you’ll get a better picture of what’s better for your business. But, if you just need a secure and quick data transfer, opt for Help Desk Migration.

Yes, you can use Intercom on the front end for customer communication and Zendesk on the back end for managing support tickets and workflows. This combination maximizes the strengths of both help desk platforms, providing a seamless experience for managing customer accounts from initial interaction to issue resolution. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships. Founded as a business messenger, it now extends to enabling support, engagement, and conversion.

Both Zendesk and Intercom have AI capabilities that deserve special mention. Zendesk’s AI (Fin) helps with automated responses, ensuring your customers get quick answers. On the other hand, Intercom’s AI-powered chatbots and messaging are designed to enhance your marketing and sales efforts, giving you an edge in the competitive Chat GPT market. Streamline support processes with Intercom’s ticketing system and knowledge base. Efficiently manage customer inquiries and empower customers to find answers independently. Intercom’s messaging system enables real-time interactions through various channels, including chat, email, and in-app messages.

As I’ve already mentioned, they started as a help desk/ticketing tool, and honestly, they perfected every bit of it over the years. As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses. This website is using a security service to protect itself from online attacks. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data.

But their support and quality is not as good, they feel like a new product even though they have been in business a while. You keep having to get around their bugs, which you can, it is just annoying. While Zendesk features are plenty, someone using it for the first time can find it overwhelming. With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers. Agents can easily track customer conversations, view unassigned tickets, and track their overall performance.

Connect with customers wherever they are for timely assistance and personalized experiences. It’s an opportunity for Zendesk to differentiate itself, but unfortunately it didn’t get very high marks from users, either. Reviewers were frustrated by how long it took for their tickets to get resolved, as well as the complexity with which they were tossed around from department to department. Given that these are two services predicated on making you better at customer support, you’d think they’d be able to handle it better themselves. However, reading the reviews, it’s probably more accurate to say that Zendesk is “mixed” on customer support, whereas Intercom doesn’t have a stellar record. Zendesk and Intercom are robust tools with a wide range of customer service and CRM features.

At the same time, Zendesk looks slightly outdated and can’t offer some features. Intercom and Zendesk, two of the most popular customer service platforms have gained popularity and unique clientele for themselves since their launch. While both are customer-centric, it is worth mentioning that when we dig even a little deeper, the differences and similarities become quite apparent, even to a casual observer. The best way, however, to maximize their potential is through Intercom Zendesk integrations on Appy Pie Connect. Intercom, on the other hand, offers more advanced automation features than Zendesk. It allows businesses to automate a wide range of business interactions.

Both Zendesk and Intercom are excellent customer service solutions. However, the right fit for your business will depend on your particular needs and budget. If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice. On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit. Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California.

Picking customer service software to run your business is not a decision you make lightly. Every CRM software comes with some limitations along with the features it offers. You can analyze if that weakness is something that concerns your business model. The final prices are revealed after engaging in sales demos and are not revealed upfront. This lack of transparency can create budgeting problems for businesses.

Top Features

Suppose you are thinking that Intercom isn’t offering any attractive features, but it’s actually not true. There is one mind-boggling feature in Intercom, and that is its in-app messaging serving. It’s a very good way of communicating with customers through multi-platform apps. Moreover, the best part is it also lets you send customized messages to various customers on the basis of their actions.

Both platforms offer robust features and functionalities, but which one should you choose? In this article, we will compare the two tools based on different criteria and help you make an informed decision. Intercom offers a unique pricing model based on the number of people you engage with, which includes both customers and team members. On the other hand, Zendesk offers plans based on the number of support agents, making it more suitable for businesses that have a dedicated support team.

Zendesk team can be just a little bit faster depending on the time of the day. Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools.

But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. Zendesk boasts robust reporting and analytics tools, plus a dedicated workforce management system. With custom correlation and attribution, you can dive deep into the root cause behind your metrics. We also provide real-time and historical reporting dashboards so you can take action at the moment and learn from past trends.

Evaluate their features, compare them based on your business needs, and choose the one that aligns best with your goals and objectives. Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests. Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco. Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows.

Intercom is a customer relationship management and messaging tool for web businesses. When it comes to user interface, both Intercom and Zendesk offer intuitive and user-friendly interfaces. However, Intercom’s interface is more modern and visually appealing, making it easier for users to navigate and find what they need. Zendesk’s interface, while not as visually appealing, https://chat.openai.com/ is highly customizable, allowing businesses to tailor it to their specific needs. We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in.

Zendesk vs Intercom: Help Desk Software Comparison

Migration Wizard is a cloud-based SaaS that doesn’t require installation. Also, you can share the access to Demo or Full Data Migration with your team member or customer. This tool took the “painful” and “time-consuming” factors out of the data migration. Easily reply to intercom or zendesk customer conversations and manage workload in a smart & automated way. Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience. Intercom’s helpdesk is more of a complementary tool to their chat tools.

Choosing the right tool for your business can be a daunting task, but fear not! Let’s dive into the showdown of Zendesk vs. Intercom as Dominic walks us through the essential aspects. To select the ideal fit for your business, it is crucial to compare these industry giants and assess which aligns best with your specific requirements. While Zendesk incorporates live chat and messaging functionalities to facilitate proactive customer engagement, it falls short of matching Intercom’s level of personalization. Intercom’s pricing typically includes different plans designed to accommodate businesses of various sizes and needs.


Many businesses choose to work with Intercom because of its focus on personalization and flexibility, allowing companies to completely customize their customer service experience. Zendesk is renowned for its comprehensive toolset that aids in automating customer service workflows and fine-tuning chatbot interactions. Its strengths are prominently seen in multi-channel support, with effective email, social media, and live chat integrations, coupled with a robust internal knowledge base for agent support. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. Also, it’s the pioneer in the support and communication tools market.

To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though. You can publish your knowledge base articles and divide them by categories and also integrate them with your messenger to accelerate the whole chat experience.

However, it’s essential to recognize that Zendesk has its own array of strengths, particularly in its comprehensive and versatile customer support platform. Intercom’s pricing structure offers different plans to cater to various customer support and engagement needs, accommodating users with different budgets. Another critical difference between Zendesk and Intercom is their approach to CRM. In addition to its service features, Zendesk offers a fully integrated CRM solution, Zendesk Sell, available for an additional cost, starting at $19/agent/month. It includes tools for lead management, sales forecasting, and workflow management and automation.

This can be a bummer for many as they can always stumble upon an issue. One of the most significant downsides of Intercom is its customer support. Existing customers have complained consistently about how they aren’t available at the right time to offer support to customers.

It also makes the inter-team collaboration a bit more engaging and effortless. The Zendesk Vs Intercom dilemma is probably one of the most talked about in the customer support industry. When it comes to customer communication, Intercom has a perfect layout and customer information storage system. Based on such information, you can easily communicate with your customers and resolve their queries instantly. Its easy navigability allows you to switch between different sections smoothly. And you would be surprised to know that the Intercom does not have a VOIP call service.

Intercom recently ramped up its features to include helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. Also, their in-app messenger is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom you can send targeted email, push, and in-app messages which can be based on the most relevant time or behavior triggers.

Zendesk compared to Intercom

Zendesk is popular due to its user-friendly interface, extensive customization options, scalability, multichannel support, robust analytics, and seamless integration capabilities. These features make it suitable for businesses of all sizes, helping them streamline their support operations and enhance the overall customer experience. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions.

  • Key offerings include automated support with help center articles, a messenger-first ticketing system, and a powerful inbox to centralize customer queries.
  • Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly.
  • Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.
  • Zendesk empowers brands to connect with customers on multiple channels.

Essentially, Desku is not an option but a reliable replacement for Zendesk and Intercom that companies can rely on at lower costs and improved performance. Zendesk is yet another powerful way to help businesses interact with their customers. Zendesk’s pricing is very competitive for the market and is presented in a straightforward way that makes predicting costs simple and accurate. This approach aligns well with Intercom’s emphasis on direct customer communication. Intecom’s pricing strategies are not as transparent as Zendesk’s pricing. Databeys Consultant expert will be knowledgeable about a variety of available products and can assist you in selecting the ideal one for your unique business requirements.

But don’t just take our word for it—listen to what customers say about why they picked Zendesk. Honestly, I was really pleasantly surprised by how responsive the company is. I was able to get responses to virtually every question each time I was asking within a few hours, even considering the time zones. I appreciated the constant follow-up that I received from the Account Managers at Help Desk Migration. The service was excellent, during all the steps of the transition we felt taken care of and monitored perfectly.

Compared to Zendesk and Intercom, Helpwise offers competitive and transparent pricing plans. Its straightforward pricing structure ensures businesses get access to the required features without complex tiers or hidden costs, making it an attractive option for cost-conscious organizations. Helplama positions itself as a cloud-based helpdesk solution that helps brands turn customer service into a marketing pipeline. It offers automated agent training, automated orders and returns centre, agents marketplace, UGC collection, review identification, and other helpdesk functionalities.

It also excels in the silo approach in a company and allows easy access to information to anyone in the company through this integration. It can also handle complex interactions and provide real-time insight to customer support agents. Overall, Intercom is a better option if personalized and robust chatbots are something you are looking for when managing customer support strategy. It allows businesses to automate repetitive tasks, such as ticket routing and in-built responses, freeing up time for support agents to deal with more crucial cases requiring more agent attention. This automation enhances support teams’ productivity as they do not have to spend too much responding to similar complaints they have already dealt with.

Just like Intercom, Zendesk’s customer service is quite disappointing. The only relief is that they do reach out to customers, but it gets too late. In terms of customer service, Zendesk fails to deliver an exceptional experience.


Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product. Zendesk, like Intercom, offers multilingual language functionality. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. Whichever solution you choose, mParticle can help integrate your data. MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort.

intercom or zendesk

For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback.

Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses. Whether it’s syncing data with your CRM, enhancing communication via messaging platforms, or automating tasks with productivity apps, Zendesk makes it possible. It tends to perform well on the marketing and sales side of things, which is key for a growing company.

This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster. If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible. So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds.

intercom or zendesk

Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business. Here’s a list of criteria we’ve used to differentiate the two for you. Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard.

Zendesk’s pricing structure provides increasing levels of features and capabilities as businesses move up the tiers. This scalability allows organizations to adapt their support operations to their expanding customer base. Higher-tier plans in Zendesk come packed with advanced functionalities such as chatbots, customizable knowledge bases, and performance dashboards. These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale. Intercom is the go-to solution for businesses seeking to elevate customer support and sales processes.

Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations. Once you add them all to the picture, their existing plans can turn out to be quite expensive. Welcome to another blog post that helps you gauge which live chat solution is compatible with your customer support needs.

intercom or zendesk

Zendesk provides similar support options and also has a vast knowledge base with helpful articles and tutorials. Check customer reviews and ratings to gauge the quality of support offered by each platform. Intercom and Zendesk are both powerful support solutions with unique features.

Save money and time by relying on our expert onboarding team to assist you in building and implementing your personalized Dixa setup. In today’s digital world, providing exceptional customer support is crucial for businesses to stand out from their competitors. One way to achieve this is through the use of customer support tools like Intercom and Zendesk.

Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go. The app includes features like push notifications and real-time customer engagement — so businesses can respond quickly to customer inquiries. Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan.

Customers want speed, anticipation, and a hyper-personalized experience conveniently on their channel of choice. Intelligence has become key to delivering the kinds of experiences customers expect at a lower operational cost. As more organizations adopt AI, it will be critical to choose a data model that aligns with how your business operates. Customer experience will be no exception, and AI models that are purpose-built for CX lead to better results at scale.

  • Freilla Espinola
  • July 4, 2024