Compare Freshdesk and Intercom 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Small-Business (59.1% of reviews)
Entry-Level Pricing
$0.00 Per Month
$39.00 1 Seat Per Month
Freshdesk
Star Rating
(3,504)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansIntercom
Star Rating
(3,366)4.5 out of 5
Market Segments
Small-Business (59.1% of reviews)
Entry-Level Pricing
$39.00 1 Seat Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk's ticket creation user experience scores an impressive 8.9, making it easy for agents to manage incoming requests, while Intercom's score of 8.7 indicates a slightly less intuitive process, which some users find less efficient.
- Reviewers mention that Freshdesk excels in its SLA Management with a score of 8.3, providing clear guidelines for response times, whereas Intercom's score of 8.4 shows it has a solid offering but lacks some of the detailed customization options that Freshdesk provides.
- G2 users highlight Freshdesk's strong multi-channel coverage with a score of 8.4, allowing businesses to engage customers across various platforms, while Intercom shines with a higher score of 8.8, particularly in live chat and in-app messaging, which users find very effective for real-time support.
- Users on G2 report that Freshdesk's knowledge base feature scores 9.2, making it easy for customers to find answers independently, while Intercom's knowledge base, although strong at 9.0, is noted to have fewer searchable articles, which can limit user self-service options.
- Reviewers mention that Freshdesk's automation capabilities, particularly in ticket resolution, score 8.7, providing a robust framework for handling repetitive tasks, while Intercom's intelligent routing and automation features score higher at 8.7, allowing for more seamless customer interactions.
- Users say that Freshdesk's customer support quality is rated at 8.8, indicating a reliable support system, while Intercom's score of 8.7 is still commendable but suggests that some users have experienced longer wait times for assistance.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Intercom
Essential
$39.00
1 Seat Per Month
The customer support plan for individuals, startups, and small businesses.
- Shared inbox
- Fin AI chatbot
- Public help center
Free Trial
Freshdesk
Free Trial is available
Intercom
Free Trial is available
Ratings
Meets Requirements
8.6
3,074
8.8
2,546
Ease of Use
8.9
3,094
8.9
2,574
Ease of Setup
8.6
2,153
8.5
1,212
Ease of Admin
8.7
2,113
8.7
1,153
Quality of Support
8.8
2,976
8.7
2,447
Has the product been a good partner in doing business?
8.8
2,040
8.8
1,153
Product Direction (% positive)
8.8
3,052
8.8
2,398
Features by Category
Ticket and Case Management
8.9
2124
|
Verified
8.7
1002
|
Verified
8.8
2135
|
Verified
8.8
1020
|
Verified
8.5
2047
|
Verified
8.7
995
|
Verified
8.5
1940
|
Verified
8.6
1043
|
Verified
8.3
1707
|
Verified
8.4
584
|
Verified
8.5
1994
|
Verified
8.9
1041
|
Verified
8.7
1914
|
Verified
8.8
964
|
Verified
8.2
1279
|
Verified
8.6
865
|
Verified
Generative AI
7.4
257
8.3
161
7.6
255
8.2
163
Communication Channels
8.6
1830
|
Verified
9.0
795
|
Verified
8.9
1977
|
Verified
8.8
995
|
Verified
8.4
1223
|
Verified
9.4
1167
|
Verified
8.1
1106
|
Verified
8.4
720
8.0
854
|
Verified
7.7
435
Platform
8.1
1069
|
Verified
8.3
605
|
Verified
8.1
1572
|
Verified
8.3
1104
|
Verified
8.6
1461
|
Verified
8.8
709
|
Verified
8.3
1057
|
Verified
8.7
675
|
Verified
8.0
1777
|
Verified
8.1
903
|
Verified
8.3
1875
|
Verified
8.1
906
|
Verified
Messenger
Not enough data
8.8
371
|
Verified
Not enough data
8.1
352
|
Verified
Not enough data
9.3
467
|
Verified
Not enough data
8.5
315
|
Verified
Channels
Not enough data
8.1
283
|
Verified
Not enough data
9.0
427
|
Verified
Not enough data
8.0
197
|
Verified
Not enough data
7.5
111
Not enough data
8.2
220
|
Verified
Customers
Not enough data
8.8
419
|
Verified
Not enough data
8.6
423
|
Verified
Not enough data
8.2
426
|
Verified
Not enough data
8.4
377
|
Verified
Not enough data
8.2
369
|
Verified
User Analysis
Not enough data
8.6
138
Not enough data
8.3
155
User Support
Not enough data
9.1
165
Not enough data
8.1
117
Not enough data
8.8
149
Walkthrough Type
Not enough data
8.9
134
Not enough data
9.0
145
Channels
8.4
309
8.8
189
7.9
291
8.4
180
7.5
282
7.6
170
Design
8.2
286
8.6
185
7.8
292
8.5
187
8.3
313
8.8
192
8.3
299
8.8
183
8.4
290
8.8
177
Generative AI
7.7
224
Feature Not Available
7.7
224
Feature Not Available
Usability
8.8
233
Not enough data
8.7
230
Not enough data
8.8
225
Not enough data
Reporting
8.6
220
Not enough data
8.5
217
Not enough data
8.6
228
Not enough data
Generative AI
7.6
157
Not enough data
7.6
157
Not enough data
Responses
Not enough data
9.1
62
Not enough data
9.1
64
Not enough data
9.0
62
Automation - AI Agents
Not enough data
8.5
42
Not enough data
9.1
44
Not enough data
Feature Not Available
Not enough data
8.3
43
Not enough data
9.0
43
Platform
Not enough data
9.3
61
Not enough data
9.0
61
Not enough data
9.1
61
Autonomy - AI Agents
Not enough data
8.6
44
Not enough data
8.8
45
Not enough data
8.8
44
Not enough data
8.8
46
Generative AI
Not enough data
Feature Not Available
Not enough data
9.0
31
Responses
Not enough data
8.8
511
Not enough data
8.8
502
Not enough data
9.1
500
Not enough data
8.9
476
Not enough data
8.7
400
Platform
Not enough data
9.5
527
Not enough data
8.9
500
Not enough data
8.8
496
Not enough data
8.7
479
Not enough data
8.5
339
Not enough data
8.9
446
Not enough data
8.9
502
Generative AI
Not enough data
Feature Not Available
Not enough data
8.5
64
Conversational Platform
8.3
386
8.7
985
8.4
333
8.7
764
8.3
326
8.8
786
8.4
262
9.0
708
Support Automation
8.5
344
8.7
789
8.4
363
8.7
829
8.3
327
8.6
447
8.2
269
8.8
737
Generative AI
7.7
167
Feature Not Available
7.7
164
Feature Not Available
Customer Support
Not enough data
8.8
101
Not enough data
8.0
92
Not enough data
9.2
103
Automation
Not enough data
8.7
101
Not enough data
8.6
106
Not enough data
8.7
98
Artificial Intelligence
Not enough data
8.7
100
Not enough data
8.9
98
Not enough data
8.5
100
Generative AI
7.8
90
8.4
194
7.9
89
8.4
193
7.5
88
Feature Not Available
Communication
8.8
549
|
Verified
9.3
1323
|
Verified
8.7
567
|
Verified
8.9
1331
|
Verified
8.7
462
|
Verified
8.8
1080
|
Verified
8.5
166
9.2
1244
|
Verified
8.1
170
8.6
488
Internal Use
8.1
1572
|
Verified
8.3
1104
|
Verified
8.6
173
8.9
986
|
Verified
8.2
154
8.4
938
|
Verified
8.8
529
|
Verified
8.7
1135
|
Verified
8.8
487
|
Verified
9.0
1209
|
Verified
8.5
516
|
Verified
8.6
1177
|
Verified
Generative AI
8.0
124
Feature Not Available
Self-Service Experience
8.7
936
9.0
572
8.6
890
9.0
571
8.3
666
Feature Not Available
8.2
221
8.3
411
8.4
235
8.5
457
Self-Service Platform
8.5
232
8.7
454
8.6
237
8.8
459
8.0
198
8.3
396
8.5
215
8.8
443
Generative AI
8.3(won by default)
67
Feature Not Available
8.1(won by default)
67
Feature Not Available
Process
8.6
145
9.3(won by 0.7)
78
9.3(won by 0.3)
465
9.0
75
8.6
357
9.6(won by 1.0)
78
Channels
9.2
459
9.4(won by 0.2)
78
8.8(tied score)
400
8.8(tied score)
77
8.8
360
9.5(won by 0.7)
81
8.6(won by 0.1)
323
8.5
71
Feature Not Available
8.8(won by default)
73
Insight
8.7
364
9.2(won by 0.5)
76
8.7
152
9.3(won by 0.6)
77
8.6
356
8.9(won by 0.3)
73
9.1
429
9.4(won by 0.3)
73
Generative AI
8.0
69
Feature Not Available
7.9
69
Feature Not Available
Categories
Categories
Shared Categories
Freshdesk and Intercom are categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Customer Communications Management
Unique Categories
Freshdesk is categorized as Complaint Management
Intercom is categorized as Customer Service Automation, AI Agents, Digital Adoption Platform, Conversational Marketing, and Chatbots
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Intercom
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.3%
Computer Software
12.8%
Internet
4.2%
Financial Services
4.0%
Education Management
3.7%
Other
58.1%
Computer Software
26.1%
Information Technology and Services
13.2%
Financial Services
7.4%
Internet
5.3%
Marketing and Advertising
4.9%
Other
43.1%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Intercom
Most Helpful Favorable Review
Eugenio S.
Verified User in Information Technology and Services
I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.
Most Helpful Critical Review
Verified User in Internet
We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Eugenio S.
Verified User in Information Technology and Services
I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Verified User in Internet
We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...
Alternatives
Discussions
What is Freshdesk used for?
4 comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
What is Intercom used for?
3 comments
JT
for sending emails to our correspondents and monitoring our callsRead more
While interaction can be audio visual emojies be developed
2 comments
SG
I do not think they have developed Intercom that far yet, though it would be great.Read more
¿What is the best economic model in order to use Intercom?
2 comments
AB
Plus is $39/seat (User) per month.
Its enough to get startedRead more
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