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Freshdesk vs Intercom Comparison

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Overview

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...

Intercom is the first Conversational Relationship Platform that enables businesses to deliver conversational, messenger-based...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

18

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

38

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

2.4K

5

4

3

2

1

1,446

849

129

25

14

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.5

829

5

4

3

2

1

547

200

56

10

16

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.

AR

Anonymous Reviewer

It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.

KA

Kemal A.

Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

AR

Anonymous Reviewer

Pros

Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality.
AvatarImg

Aleksandr S.

Intercom is overall a really good, professional product. They have great quality of support, good training material, and they still keep releasing.
AvatarImg

Anna K.

When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

SN

Susanna N.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

CM

Carly M.

Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

AC

Anthony C.

I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.

AR

Anonymous Reviewer

Cons

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

SN

Susanna N.

We have stuck with intercom for 4 years at this point and no plans to leave.

AR

Anonymous Reviewer

Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.
AvatarImg

Aleksandr S.

  • Vendor responds to reviews
  • Last review6 days ago
  • Vendor responds to reviews
  • Last review3 days ago

Key features

  • Total features127
  • @mentions
  • AB Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • CAN SPAM Compliance
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Guidance
  • Conversion Rate Optimization
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Drag & Drop
  • Drip Campaigns
  • Dynamic Content
  • Electronic Signature
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Sales / Marketing
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Database Integration
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Mobile Optimized Emails
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Language
  • Multiple User Accounts
  • Natural Language Processing
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Pre-Configured Bot
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process/Workflow Automation
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Virtual Assistant
  • WYSIWYG Editor
  • Web-based Deployment
  • Website Integration
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features95
  • @mentions
  • AB Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • CAN SPAM Compliance
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Guidance
  • Conversion Rate Optimization
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Drag & Drop
  • Drip Campaigns
  • Dynamic Content
  • Electronic Signature
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Sales / Marketing
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Database Integration
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Mobile Optimized Emails
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Language
  • Multiple User Accounts
  • Natural Language Processing
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Pre-Configured Bot
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process/Workflow Automation
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Virtual Assistant
  • WYSIWYG Editor
  • Web-based Deployment
  • Website Integration
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations401
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • WordPress
  • Xero
  • Zapier
  • Zendesk
  • Total integrations404
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • WordPress
  • Xero
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Freshdesk logo

Freshdesk

Promising offering but not delivering it

Reviewed a year ago

It works, it is affordable, I wouldn't recommend it when compared to other tools out there.

Pros

Freshworks tools offer 360 customer experience and their ticketing system is a core of everything. Their multilingual support is one of the best in the market.

Cons

Tools is really inefficient and their automation tools are built by people with very little CSX experience. Everything needs to be hacked somehow. Also, it doesn't integrate with chat as good as other tools (such as Intercom). Indian customer support with little clue about the product.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

Share this review:

Intercom logo

Intercom

OK for sales, Horrible for support

Reviewed 3 years ago

My experience from a support perspective with intercom has been BAD Frequent outages with no alerts, no help, reporting is the worse, pricing has increased dramatically which makes it a really bad option as opposed to Zendesk or even Freshdesk for support Does the Job for sales

Pros

-Ease of use -Design -Original pricing -Integrations

Cons

-Reporting is ATROCIOUS -Ticket Assignment is Bad -Support is poor -Limited features -Not for ticketing/support -Regular bugs/outages

Overall Rating
  • Value for money