intercom and zendesk

Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk. Zendesk is not far behind Intercom when it comes to email features. There is a simple email integration tool for whatever email provider you regularly use. This gets you unlimited email addresses and email templates in both text form and HTML. There is automatic email archiving and incoming email authentication. Help desk SaaS is how you manage general customer communication and for handling customer questions.

  • As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers.
  • Zoho Desk is a support-focused offering from the Zoho suite of tools.
  • She also loves to run marathons and play softball in her spare time.
  • “Favorable” and “Critical” user reviews are selected using the review helpfulness score.
  • Just like Intercom, Zendesk’s customer service is quite disappointing.
  • It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be.

Whether you’re a startup or an enterprise-level organization, we’ve got you covered. According to its website, Drift’s main goal is revenue acceleration. With Drift, your live chat isn’t limited to support, making this your tool of choice if flexibility is something you’re looking for. Its service also offers automated ticket distribution, workflow automation, automatic notifications, and more to create a seamless support process for your team. LiveAgent is an Intercom alternative you might want to consider as it offers a number of support features that Intercom doesn’t.

Self-service saves time for you and your customers

This way, our tool can link both of your accounts for the data exportation process. Our goal is to be objective,

simple and your first stop when researching for a new service to help you grow your business. We will help you find alternatives and reviews of the products you already use.

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With the Fullview integration, you could take your Intercom from good to great with cobrowsing, session replays and console logs for 360-degree support. You only have to copy a few lines of code to install Fullview on your app, and this installation takes no more than 10 minutes. In this post, we’ll cover some of our favorite Intercom integrations and explain how you can use them to get the most out of this powerful tool. Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls. Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats. Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses.

Feedback motivates us upgrade our tool: Several words from our clients

Paid plans start at $19.99 per month and include up to 750 tasks per month. You can start with our forever free plan that offers up to 1,000 recorded sessions per month. If you need more features and sessions, you can upgrade to the pro plan, which starts at just $39 per month.

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Zoho’s support features include automation, AI chatbots, self-service support, and omnichannel communication. Zoho can pull in all your customer interactions across multiple channels for you to send a response to. While Zoho Desk does offer a basic free plan, the suite as a whole is ideal for larger companies with bigger budgets. Other features that Freshdesk offers include help desk software, messaging and chatbot support, and omnichannel communication to reach customers across various platforms. If you’re looking for a single solution to integrate all of your customer support tools, Zapier is the way to go. It allows you to create custom “zaps” (Zapier’s word for automations) that automate tasks in different apps.


There are even instances where customers don’t receive the first response in more than seven days. 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. Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously. Every Zendesk installation is set up differently to match each organization’s own process for managing companies, contacts, tickets and related data.

  • Fullview augments Intercom’s functionality by giving companies the option of adding cobrowsing, session replays, and customer calling to Intercom.
  • Tidio’s easy-to-use interface makes it a great tool for quick setup within your customer support and marketing teams.
  • Lots of users complain that Intercom support is not available most of the time, so you’re forced to repeat your question over and over again to a bot.
  • Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart.
  • With so many different platforms intersecting across teams, functions, and needs, having the flexibility to integrate across platforms is more important than ever.
  • Tickets have dependencies on other objects and chronological items like ticket comments that need to be preserved during the transfer.

Zendesk would be a perfect option for businesses that are searching for a well-integrated support system. It offers a suite that compiles help desk, live chat, and knowledge base to their user base. This enables them to speed up the support process and build experiences that customers like.

between Intercom and Zendesk

That means all you have to do is add the code to your website and enable it right away. Migrating your Zendesk help content to Intercom Articles is a simple and fast process that does not require any custom development. You can use the Intercom Articles feature to automatically import all of your published articles from Zendesk and organize them into collections that match your existing knowledge base structure. Just browse to Articles within your Intercom dashboard, and click “Migrate from Zendesk”. There will be no sync between Zendesk and Intercom, so changes in Zendesk won’t be reflected in Intercom.

  • Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support.
  • It helps B2B teams understand customers, identify prospects and personalize interactions with real-time intelligence.
  • There is no harm in testing the waters before committing to one or the other, as both Zendesk and Intercom offer free trials.
  • Email us at or use the live chat inside the platform with any questions or feedback.
  • Intercom’s primary focus is engaging and communicating with customers through live chat, in-app messaging, and email.
  • Zendesk Sunshine is a separate feature set that focuses on unified customer views.

Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn. This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions.

Pricing for Zendesk

When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business. What’s worse, Intercom doesn’t offer a free trial to its prospect to help them test the product before onboarding with their services. Instead, they offer a product demo when prospects reach out to learn more about their pricing structure.

intercom and zendesk

Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues. Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget.

Automated Data Migration

The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team.

intercom and zendesk

intercom and zendesk are two popular options that we wanted to compare and help you decide which one works for you. In a recent study, 97% of global consumers said customer service is an important factor in their choice of brand. There are several ways you can improve your customer service capabilities, but customers are increasingly looking for and expecting live chat.

How Intercom & Zendesk Integrations Work

Zendesk Sunshine is a separate feature set that focuses on unified customer views. Zendesk is a cloud customer support ticketing system with customer satisfaction prediction. 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. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations. Intercom recently ramped up its features to include helpdesk and ticketing functionality.

Can you use Intercom as a CRM?

Intercom is an excellent first step into the CRM world, and probably extremely suitable for your small startup. Based on personal experience, Intercom is an excellent CRM for startups looking for a solution that is more lean than a full CRM solution like Salesforce.

Fortunately, there are integrations that can add this functionality to Intercom. If a customer wants to show you something on their screen or have you cobrowse with them so that you two can fix issues collaboratively, they won’t be able to do that in Intercom. Instead, they’ll have to send screenshots or you’ll have to switch to a platform like Zoom. This makes things more complicated for both parties involved, and it’s not an efficient use of time or resources if you need to solve complex technical issues. There are a few good integrations that offer cobrowsing — including our solution, Fullview. Intercom gives companies a way to manage their customer support workflows in one place.

intercom and zendesk

Who owns Intercom?

Des Traynor

Des co-founded Intercom and leads the R&D team, including Product, Engineering, and Design.

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