Zendesk vs Intercom Comparison 2024: Which One Is Better?

For this section, we will consider the range of integrations available for both apps. While both have similar and different ticketing channel tools, Intercom edges past Freshdesk in this category for being slightly more versatile. Freshdesk is built around email ticketing with automatic email notifications. You can export tickets, track ticket activity, and merge tickets into single issues. You can also set ticket status and ticket priority levels, among other features.

Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously.

List of Features

The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution. Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks. Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel.

• There are even instances where customers don’t receive the first response in more than seven days.
• This unpredictability in pricing might lead to higher costs, especially for larger companies.
• Again, Zendesk has surpassed the number of reviewers when compared to Intercom.
• Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform.
• Furthermore, there are over 100 languages available within the platform, so language barriers will never be a problem with this customer messaging software.

Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours. Zendesk wins the self-service tools category because it provides extensive help center customization options.

What is Zendesk?

Did you know that integrations between Zendesk and Intercom are possible? With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service. While Intercom Zendesk integration is uncommon, as they both offer very similar products, intercom versus zendesk it can be useful for unique use cases or during migrations from one platform to the other. 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.

All plans come with a 7-day free trial, and no credit card is required to sign up for the trial. On the other hand, it’s nearly impossible to foresee how much Intercom will cost at the end of the day. They charge for agent seats and connections, don’t disclose their prices, and package add-ons at a premium. Intercom is the clear victor in terms of user experience, leaving all of its competitors in the dust. Zendesk is designed to fit your business needs whether you’re a fast-growing startup or a well-established company.