Compare Intercom and Zendesk Support Suite 
At a Glance
Market Segments
Small-Business (59.1% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$39.00 1 Seat Per Month
$19.00 1 user per month billed annually
Intercom
Star Rating
(3,361)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 plansZendesk Support Suite
Star Rating
(6,184)4.3 out of 5
Market Segments
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite offers a robust ticket creation user experience with a score of 8.8, while Intercom closely follows with 8.7. Reviewers mention that Zendesk's interface is intuitive, making it easy to create and manage tickets efficiently.
- Reviewers mention that Intercom excels in live chat functionality, scoring an impressive 9.5 compared to Zendesk's 8.7. Users say that Intercom's live chat feature is seamless and integrates well with their workflows, enhancing real-time customer engagement.
- Users on G2 highlight that Zendesk's email support is top-notch, scoring 9.0, while Intercom scores slightly higher at 9.4. Reviewers say that Zendesk's email management tools are comprehensive, allowing for effective tracking and resolution of customer inquiries.
- Reviewers mention that Intercom's personalization features are superior, with a score of 9.2 compared to Zendesk's 8.2. Users report that Intercom allows for tailored customer interactions, which significantly improves user engagement and satisfaction.
- Users report that Zendesk's knowledge base is well-structured, scoring 8.4, but Intercom outshines with a score of 9.0. Reviewers mention that Intercom's knowledge base is more user-friendly and offers better search functionality, making it easier for customers to find answers.
- G2 users highlight that Intercom's automation capabilities are more advanced, scoring 8.8 compared to Zendesk's 8.2. Users say that Intercom's automation features streamline repetitive tasks, allowing support teams to focus on more complex customer issues.
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Pricing
Entry-Level Pricing
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
Zendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Intercom
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.8
2,543
8.6
4,780
Ease of Use
8.9
2,571
8.5
4,821
Ease of Setup
8.5
1,210
7.9
2,889
Ease of Admin
8.7
1,150
8.2
2,922
Quality of Support
8.7
2,444
8.4
4,469
Has the product been a good partner in doing business?
8.8
1,150
8.4
2,846
Product Direction (% positive)
8.8
2,395
7.9
4,435
Features by Category
Ticket and Case Management
8.7
1000
|
Verified
8.8
2254
|
Verified
8.8
1018
|
Verified
8.7
2270
|
Verified
8.7
993
|
Verified
8.5
2195
|
Verified
8.6
1041
|
Verified
8.4
2041
|
Verified
8.4
582
|
Verified
8.1
1630
|
Verified
8.9
1039
|
Verified
8.4
2108
|
Verified
8.8
962
|
Verified
8.6
2096
|
Verified
8.6
863
|
Verified
8.2
1561
|
Verified
Generative AI
8.3
160
7.2
127
8.2
162
7.2
130
Communication Channels
9.0
793
|
Verified
8.4
1771
|
Verified
8.8
993
|
Verified
8.8
2017
|
Verified
9.4
1165
|
Verified
8.4
1435
|
Verified
8.4
718
8.0
1140
|
Verified
7.7
433
8.1
1025
|
Verified
Platform
8.3
602
|
Verified
7.6
1113
|
Verified
8.3
1101
|
Verified
8.0
1476
|
Verified
8.8
706
|
Verified
8.2
1682
|
Verified
8.7
672
|
Verified
8.1
1473
|
Verified
8.1
900
|
Verified
7.8
2072
|
Verified
8.1
903
|
Verified
7.9
2140
|
Verified
Messenger
8.8
369
|
Verified
Not enough data
8.1
350
|
Verified
Not enough data
9.3
465
|
Verified
Not enough data
8.5
313
|
Verified
Not enough data
Channels
8.1
281
|
Verified
Not enough data
9.0
426
|
Verified
Not enough data
8.0
195
|
Verified
Not enough data
7.4
109
Not enough data
8.2
219
|
Verified
Not enough data
Customers
8.8
417
|
Verified
Not enough data
8.6
421
|
Verified
Not enough data
8.2
424
|
Verified
Not enough data
8.4
375
|
Verified
Not enough data
8.2
367
|
Verified
Not enough data
Administration
Not enough data
8.4
194
|
Verified
Not enough data
7.9
175
|
Verified
Not enough data
8.3
222
|
Verified
Service Desk
Not enough data
9.0
250
|
Verified
Not enough data
8.7
226
|
Verified
Not enough data
8.6
214
|
Verified
Management
Not enough data
8.3
187
|
Verified
Not enough data
8.4
188
|
Verified
Not enough data
8.3
177
|
Verified
Not enough data
8.0
137
|
Verified
Not enough data
8.2
130
Functionality
Not enough data
9.0
202
|
Verified
Not enough data
8.5
166
Not enough data
8.4
174
|
Verified
Not enough data
8.6
184
|
Verified
Administration
Not enough data
8.1
573
Not enough data
8.0
554
Not enough data
8.2
616
Knowledge Management
Not enough data
8.6
757
Not enough data
8.3
607
Not enough data
7.9
660
Compliance
Not enough data
8.3
537
Not enough data
8.2
499
Not enough data
8.3
502
Not enough data
8.0
475
Customer Support
Not enough data
8.0
620
Not enough data
7.8
596
Not enough data
7.8
431
Data Security
Not enough data
8.1
443
Not enough data
8.1
445
Not enough data
8.3
536
Not enough data
8.5
482
Administration
Not enough data
8.2
630
Not enough data
8.3
741
Not enough data
8.6
745
Generative AI
Not enough data
Feature Not Available
User Analysis
8.6
137
Not enough data
8.3
154
Not enough data
User Support
9.1
164
Not enough data
8.1
116
Not enough data
8.8
148
Not enough data
Walkthrough Type
8.9
133
Not enough data
9.0
144
Not enough data
Channels
8.8
187
Not enough data
8.4
178
Not enough data
7.6
168
Not enough data
Design
8.6
183
Not enough data
8.5
185
Not enough data
8.8
191
Not enough data
8.8
182
Not enough data
8.8
176
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Usability
Not enough data
8.2
592
Not enough data
8.3
588
Not enough data
8.3
559
Reporting
Not enough data
8.3
518
Not enough data
7.9
492
Not enough data
8.1
572
Generative AI
Not enough data
7.2
111
Not enough data
7.0
110
Responses
9.2
61
8.1
40
9.1
63
8.6
47
9.0
61
8.3
48
Automation - AI Agents
8.5
41
6.1
6
9.1
43
6.4
6
Feature Not Available
6.4
6
8.3
42
6.4
6
9.0
42
6.4
6
Platform
9.3
60
8.3
48
9.0
60
8.4
46
9.1
60
8.4
42
Autonomy - AI Agents
8.6
43
6.1
6
8.8
44
6.1
6
8.8
43
6.1
6
8.8
45
6.4
6
Generative AI
Feature Not Available
7.6
12
9.0
30
8.0
11
Responses
8.8
510
8.1
400
8.8
501
8.1
397
9.1
499
8.3
384
8.9
475
8.1
382
8.7
399
8.1
290
Platform
9.5
526
8.6
403
8.9
499
8.2
401
8.8
495
8.2
396
8.7
478
8.2
397
8.5
339
Feature Not Available
8.9
445
Feature Not Available
8.9
501
8.4
389
Generative AI
Feature Not Available
8.3
49
8.5
63
8.1
48
Conversational Platform
8.7
984
8.1
772
8.7
763
8.2
630
8.8
785
8.1
597
9.0
707
8.1
665
Support Automation
8.7
788
8.1
632
8.7
828
8.2
675
8.6
446
8.4
628
8.8
736
8.0
706
Generative AI
Feature Not Available
7.7
123
Feature Not Available
7.7
123
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
77
Not enough data
8.5
85
Administration
Not enough data
8.1
91
Not enough data
8.9
140
Not enough data
8.3
96
Not enough data
8.4
129
Customer Support
8.8
100
7.0
19
8.0
91
5.5
14
9.2
102
7.3
19
Automation
8.7
100
7.5
18
8.6
105
8.2
18
8.7
97
7.5
19
Artificial Intelligence
8.7
99
7.5
19
8.9
97
7.6
20
8.5
99
7.4
20
Generative AI
8.4
193
Feature Not Available
8.4
192
7.6
72
Feature Not Available
Feature Not Available
Communication
9.3
1322
|
Verified
8.6
786
|
Verified
8.9
1330
|
Verified
8.4
804
|
Verified
8.8
1079
|
Verified
8.0
561
9.2
1243
|
Verified
8.4
583
|
Verified
8.6
487
7.9
364
Internal Use
8.3
1101
|
Verified
8.0
1476
|
Verified
8.8
985
|
Verified
8.4
697
|
Verified
8.4
937
|
Verified
8.0
498
8.7
1134
|
Verified
8.4
744
9.0
1208
|
Verified
8.6
671
|
Verified
8.6
1176
|
Verified
8.2
698
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
9.0
570
8.5
1417
9.0
569
8.4
1355
Feature Not Available
8.0
947
8.3
409
7.7
568
8.5
455
7.9
700
Self-Service Platform
8.7
452
8.2
748
8.8
457
8.2
763
8.3
394
7.6
581
8.8
441
8.1
728
Generative AI
Feature Not Available
6.6(won by default)
39
Feature Not Available
6.5(won by default)
40
Process
9.3(won by 0.9)
77
8.4
525
9.0(tied score)
74
9.0(tied score)
701
9.6(won by 0.8)
77
8.8
650
Channels
9.5(won by 0.5)
77
9.0
701
8.8(won by 0.5)
76
8.3
546
9.5(won by 0.8)
80
8.7
524
8.5(won by 0.3)
70
8.2
446
8.8(won by 0.5)
72
8.3
382
Insight
9.2(won by 1.1)
75
8.1
500
9.3(won by 1.0)
76
8.3
611
8.9(won by 0.5)
72
8.4
523
9.4(won by 0.7)
72
8.7
630
Generative AI
Feature Not Available
7.7
52
Feature Not Available
7.5
51
Categories
Categories
Shared Categories
Intercom and Zendesk Support Suite are categorized as Customer Service Automation, Digital Customer Service Platforms, AI Agents, Shared Inbox, Conversational Support, Chatbots, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Intercom is categorized as Customer Communications Management, Digital Adoption Platform, and Conversational Marketing
Zendesk Support Suite is categorized as Genesys AppFoundry Marketplace, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Google Workspace for Sales, Google Workspace Communication Tools, and Proactive Notification
Reviews
Reviewers' Company Size
Intercom
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
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
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%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.5%
Other
58.3%
Most Helpful Reviews
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...
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
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.
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
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...
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Discussions
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
Is zendesk any good?
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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