Zendesk Suite vs Intercom Comparison

Really good customer support. We had a lot of questions in the beginning of using this product, and the customer support was both timely and good.

A bit too oldschool UX. Especially when comparing it to other similar tools like Intercom.

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

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

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.

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

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

Steep learning curve to fully exploit all its features

Zen desk makes it simple to assign, communicate on and solve customer support tickets. Additionally, publishing articles is very simple. Our team created over 100 Help Center articles for our customers and they along with the ability to group into learning paths has created a significant increase in self-help with our app.

I think that Zendesk help center us limited because competitors like intercom provide a less robust but simpler customer communication and education tool.

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.

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.

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

The look of it hurt my eyes after long periods of time. Once I switched away to Intercom, I realized Zendesk was clunky in how it operated.

Zendesk was a crucial tool for our support team and directly contributed to the success of answering tickets as a team effectively and efficiently.

I don’t have too many complaints, but the thing I liked least was probably the inability to customize the interface.

We primarily use this for customer support and tracking tickets. This software covers the basic needs for this such as live chat. Other CRM functions might be useful but are not necessary for the customer interactions we do. We use separate software for CRM campaigns (e.g. email, SMS).

The UX/UI is not as appealing as Intercom, which I have found to be more advanced for tracking issues over time and responding to customers in real-time.

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

The way there chat works with outdated my opinion. they should do what intercom dose with the chat. also i think that they need to add more features to the chat

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

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.

At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Their chat software will consume the life out of your website performance.

This review is specifically for their Zendesk Livechat program. We've used it for years. We switched live chat programs once to Intercom and ended up switching back. The program is easy to implement and it just works. If you are looking for a live chat option highly recommend this. We have used their help desk ticketing software as well which is great.

I wish it were a little easier to add new users but their customer support is great and always helpful.

Zendesk is a simple platform. It's packed with useful features. There is room for improvement when it comes to providing assistance to customers. It's been around for a long time. The first time we tried Intercom as a live chat tool, we ended up reverting it back to what it was before. The software is simple to implement and it works without any problems. A live chat option is strongly recommended if you're seeking for one.

It 's not always easy to get in touch with customer service. If you need assistance from customer service, it may be tough to acquire it. Please allow for popups on cellphones so that I don't have to worry about losing the chat when my browser refreshes.

Intercom is quite easy to set up and is definitely useful

Not very user friendly, gets messy really fast. Needs integration with zendesk

The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.

Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.

Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool. Thanks again, Kate (Intercom - Customer Engagement)

We use this to manage all incoming text messages inquiry and looks like trello in a way where you can manage a sort of like workspaces view

The main thing that I do no like or hoping for as a feature enhancement is a link between intercom to zendesk

Thanks so much for your feedback! Our current Zendesk app lets you see Zendesk tickets or create new ones from your Intercom inbox. Please do write in to us via the Intercom Messenger with more detail on your requirements here as we're always improving these :) Kate (Intercom - Customer Engagement)

I've used Zendesk, Groove, and now Intercom and Intercom really is the best. It's super simple to setup. It scans your old KB and creates a new one for you. Definitely helped the setup process. All the insights you get for each product are awesome. I know Zendesk has reporting but this is much better in my mind.

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.

The ability to integrate with Zendesk. As a support agent, this makes my life much simpler when clients write in. I suddenly have tons of information on who they are and what level of access they have.

From the support side, I don't have many cons. Only to improve the integration with Zendesk, maybe a more clear way to organize the customer's details.

There are ton of different uses for this platform. You can proactively send messages to your users as well as use it as a customer support tool. This tools is especially usefull to mange clients whereas Zendesk is better for customers that are not as frequent. Intercom is also a lot more personal.

There’s a learning curve. 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.

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!

We used it for the support team so that the users can reach with any issue within our dashboard itself. The integration was easy. Integration with zendesk helped a lot.

The Ui could have been made a little more user friendly.

Like the way the conversations has taken life, very futuristic. Surely a great easy tool to get the job done. Efficient and easy to use.

When compared to a tool like Zendesk, have felt sometimes that the tool lacks some depth in features but that has not hampered my user experience as there are workarounds that I can do.

The product suite is incredible and would have integrated nicely into our organization. The suite of services, while a bit more expensive than the competition, are well worth the additional costs.

The miscellaneous representatives are useless. This is doubly maddening in that they know they are useless, they almost thrive on it. Imagine this, after two hours of being passed between three Intercom "Chat Pros", after requesting, at least five or six times, that they share my screen so that they can provide proper assistance, they finally tell me that they do not engage in screen-sharing. Well,...

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I have used various customer service platforms in the past (e.g. Zendesk), but Intercom has been the best so far in terms of ease of use, design, and functionality. I frequently use it for live chat and have had no issues so far.

The dashboards for analyzing chat data are somewhat limited. Perhaps there could also be some kind of AI-enabled issue identifier to track problems across chats. Currently, we do this manually.

We have around 700 customers who use our product on regular basis ,earlier they use to send us email and then we would respond to them which was time consuming . Later on we moved to intercom and now as and when we receive any query from customer our customer success team response time has reduced to lest then 1 minute. We have also integrated intercom with zendesk so that if there is technical issue automatically ticket is created in zendesk for technical team . Last but not the least the automated email / message functionality and reports provided by intercom are just awesome , we can measure the performace of each chat support agents .

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

-Ease of use -Design -Original pricing -Integrations

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