Zendesk vs Intercom Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Social presence
Facebook
Twitter


Reviews

Anonymous
( company, 501-1000 employees)

Great support software for any business

2018-06-14

Pros

I've used Zendesk for quite a while now and it's definitely one of the best options out there for any support service. It's full of all the right features with a great UI.

Cons

It's a little expensive, but compared to the competition (Freshdesk, Intercom), it could be worse!!!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Tomas Kolafa

Verified Reviewer

Easy Support System

2018-09-14

Pros

Zendesk is very user-friendly software for ticketing, chat and customer support communications. Very happy so far.

Cons

There are other solutions like Drift - conversational marketing or Intercom that are very competitive to Zendesk.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Steve Galache

Good support and sales tool

2019-03-06

We have changed from Intercom and Jira to Zendesk and we have the same functionality with only one tool now.

Pros

Integration with our CRM and ticketing system. It allows us to help both customers as well as potential users via the chat features

Cons

Steep learning curve to fully exploit all its features

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Daniel Guadalupe

One of the best Support Systems for a Reason

2018-08-26

Pros

The ability to integrate with so many crucial apps including JIRA, Slack, Mixpanel, Intercom all help me fix issues much faster and better than on our previous systems.

Cons

The only thing that is tough is setting up the system for success, especially setting up the different triggers and rules can be a little confusing, but since we only recently got the product, this could just be new software pains that will soon go away.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Marc Heath

My Zendesk Review

2018-10-17

I was doing IT Support with it.

Pros

I liked that you could create Macros to use instead of having to always type up the response.

Cons

Once I switched away to Intercom, I realized Zendesk was clunky in how it operated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Anonymous
A verified reviewer
Verified Reviewer

good price and its a good platform

2019-01-15

Pros

They have figured out the right way how to take care of customer service I love the way creating the knowledge base. They also have a startup program where you can get up to one year for free

Cons

The way there chat works with outdated my opinion. they should do what intercom dose with the chat.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Anonymous
(Hospital & Health Care company, 1001-5000 employees)

Common live chat/ticketing platform used by many businesses for customer and staff facing support

2018-06-26

Pros

it is great that they have made ticket support software so common. If you have any experience with ticketing based support you will find this familiar

Cons

The integrated web chat feature can slow down older sites. companies often use it in a way where you get too much or two little detail about how your issue is being delt with internally. probably not as good as intercom.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Gordana Sretenovic

Okay in general

2019-02-15

Pros

Intercom is quite easy to set up and is definitely useful

Cons

Needs integration with zendesk

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
Matthew Wall

The best ticketing software

2017-06-12

Got a more featured product than our last ticketing software, Groove.

Pros

I've used Zendesk, Groove, and now Intercom and Intercom really is the best.

Cons

I don't like their billing system. You are billed per user, which means whenever someone loads your application they are added as a user. I wish there was a way to only count users you have conversations with. You can delete users based off this but you sort of have to do it every day.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
Anonymous
(Computer Software company, 51-200 employees)

Customer Tracking at its Finest

2018-12-30

Pros

The ability to integrate with Zendesk. As a support agent, this makes my life much simpler when clients write in.

Cons

Only to improve the integration with Zendesk, maybe a more clear way to organize the customer's details.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
Maria Tavera

A ton of functionality

2018-11-06

Positive experience with minimal complaints.

Pros

This tools is especially usefull to mange clients whereas Zendesk is better for customers that are not as frequent.

Cons

It’s not as simple to use as a Zendesk is but once you get the hang of it, it’s a piece of cake.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Intercom


Thanks for the great review Maria, glad to hear Intercom has enabled you to have a more personal connection to your customers since switching from Zendesk!

Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
Blake Pridham

Very easy to use platform

2017-07-18

Pros

It is simple to set up, allowed us to easily create in app tutorials and comprehensive help center. We use the messaging a ton to engage our customers and track useage.

Cons

It doesnt have as many plugins and addons as something like zendesk but I like that because it doesnt over complicate the platform.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
Blake Pridham

Intercom has been amazing for us

2018-03-26

What I love about intercom is it does everything you want but isn't overly complicated like other platforms out there ie zendesk. They have really taken a complex mixture of features and simplified into an easy to use interface.

Pros

It is easy to set up, our clients love being able to connect with us directly through chat and the attributes make creating tutorials much simpler than designing and developing yourself. The help center is very easy to setup and edit on the fly and the reporting on respond lets us stay on track and make sure we are hitting our goals with response times.

Cons

Since you can sync so many items to intercom (slack, trello, email, etc.) one issue we encounter is having support tickets duplicated or sent to different teams and not being able to merge te conversations. But overall it is a great product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
Alexandre Boiscommun

OK for sales, Horrible for support

2019-02-07

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
Anonymous
(Information Technology and Services company, 201-500 employees)

Best tool in the market for Online Chat support

2019-01-09

Pros

We have also integrated intercom with zendesk so that if there is technical issue automatically ticket is created in zendesk for technical team .

Cons

if chat has more then 300-400 lines then time taken to load on mobile app increases

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
George Markou

Top of the class in customer communication

2019-04-12

Our overall experience has been very positive. It is, without doubt, a leading product in terms of customer communication.

Pros

Intercom has been extremely efficient in terms of our communication with our end users' base as well as in generating new customer leads. We have also utilized it in offline communication, that is, set up consecutive email campaigns in order to reach out to any of our new customers in terms of training, utilization questions, etc. This has contributed to increased retention levels, as well as in better monitoring of our web leads and conversion rates.

Cons

As such we opted to use dedicated tools, specifically Zendesk, for that purposes.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
Alexis Dorn

Easy-to-use tool with great features to make supporting customers a breeze!

2018-11-12

We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.

Pros

They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

Cons

The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more
Ken Barber

Verified Reviewer

Great for B2B SaaS smaller company

2016-05-20

After hearing multiple reviews of them, decided to use them for our targeted client marketing. This was a Buy v. build situation. And I convinced my CTO to let me Buy, whereas we were considering trying to creating all of the advanced targeting.

Pros

-The UI for marketers is so amazingly intuitive. I love how it shows you which people qualify for a campaign instantly. Exporting target lists is also easy. Easy to edit and pause campaigns. - Was easy to install their tracking code -Price is great

Cons

They really don't want you using them to pop open an email - they want you using their Reply system, which doesn't work for my ZenDesk - Their image formatting options are also very simple.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
4 of 4 people found this review helpful
Helpful?   Yes   No
Intercom Reviews
Intercom
Customer messaging platform for sales, marketing and support
Read more