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Add Product
Intercom
Intercom
(3,324)
4.5 out of 5
Intercom
By Intercom, Inc.
Optimized for quick response
Zendesk Support Suite
Zendesk Support Suite
(6,149)
4.3 out of 5
Zendesk Support Suite
By Zendesk
Optimized for quick response
At a Glance
Intercom
Intercom
Star Rating
(3,324)4.5 out of 5
Market Segments
Small-Business (59.0% of reviews)
Information
Entry-Level Pricing
$39.00 1 Seat Per Month
Free Trial is available
Browse all 5 pricing plans
Zendesk Support Suite
Zendesk Support Suite
Star Rating
(6,149)4.3 out of 5
Market Segments
Mid-Market (45.5% of reviews)
Information
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plans
AI Generated Summary
AI-generated. Powered by real user reviews.
  • Users report that Zendesk Support Suite excels in its ticketing system, with a score of 9.0, making it a reliable choice for managing customer inquiries efficiently. In contrast, Intercom also offers a strong ticketing system but is slightly behind with a score of 8.4.
  • Reviewers mention that Intercom's live chat feature is particularly impressive, scoring 9.6, which enhances real-time customer engagement. Zendesk's live chat feature, while effective, scores lower at 8.7, indicating that Intercom may provide a more seamless chat experience.
  • G2 users highlight that Zendesk's SLA Management feature scores 8.1, which some users feel could be improved for better tracking of service level agreements. Intercom, on the other hand, has a higher score of 8.4 in this area, suggesting it may offer more robust SLA capabilities.
  • Users on G2 report that Intercom shines in its automation capabilities, particularly with its customer interaction automation scoring 9.4, which helps streamline responses. Zendesk's automation features, while functional, do not match this level of efficiency, scoring 8.7.
  • Reviewers mention that Zendesk's knowledge base feature scores 8.6, providing a solid resource for self-service support. However, Intercom's knowledge base is rated higher at 9.0, indicating a more user-friendly and comprehensive self-service experience.
  • Users say that Intercom's reporting and analytics features are highly regarded, with a score of 9.4, allowing for better insights into customer interactions. Zendesk's reporting features, while useful, score lower at 8.3, suggesting that users may find Intercom's analytics more beneficial for decision-making.
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Pricing
Entry-Level Pricing
Intercom
Essential
$39.00
1 Seat Per Month
Browse all 5 pricing plans
Zendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Browse all 7 pricing plans
Free Trial
Intercom
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.8
2,505
8.6
4,747
Ease of Use
8.9
2,531
8.5
4,785
Ease of Setup
8.5
1,179
7.9
2,858
Ease of Admin
8.7
1,130
8.2
2,897
Quality of Support
8.7
2,407
8.4
4,438
Has the product been a good partner in doing business?
8.8
1,129
8.4
2,821
Product Direction (% positive)
8.8
2,355
7.9
4,400
Features by Category
Help DeskHide 21 FeaturesShow 21 Features
8.6
16,324
8.2
33,488
Ticket and Case Management
8.7
977
|
Verified
8.8
2241
|
Verified
8.8
995
|
Verified
8.7
2257
|
Verified
8.7
970
|
Verified
8.5
2182
|
Verified
8.5
1018
|
Verified
8.4
2029
|
Verified
8.4
559
|
Verified
8.1
1617
|
Verified
8.9
1016
|
Verified
8.4
2095
|
Verified
8.8
940
|
Verified
8.6
2083
|
Verified
8.7
840
|
Verified
8.2
1548
|
Verified
Generative AI
8.3
139
7.2
117
8.2
140
7.2
120
Communication Channels
9.0
770
|
Verified
8.4
1758
|
Verified
8.8
970
|
Verified
8.7
2004
|
Verified
9.4
1142
|
Verified
8.4
1423
|
Verified
8.4
696
8.0
1128
|
Verified
7.7
411
8.1
1014
|
Verified
Platform
8.3
579
|
Verified
7.6
1100
|
Verified
8.3
1072
|
Verified
8.0
1457
|
Verified
8.8
683
|
Verified
8.2
1669
|
Verified
8.7
649
|
Verified
8.1
1460
|
Verified
8.1
878
|
Verified
7.8
2059
|
Verified
8.1
880
|
Verified
7.9
2127
|
Verified
Conversational MarketingHide 14 FeaturesShow 14 Features
8.4
4,683
Not enough data
Messenger
8.8
365
|
Verified
Not enough data
8.1
346
|
Verified
Not enough data
9.3
461
|
Verified
Not enough data
8.5
309
|
Verified
Not enough data
Channels
8.2
278
|
Verified
Not enough data
9.0
422
|
Verified
Not enough data
8.1
191
|
Verified
Not enough data
7.6
106
Not enough data
8.2
215
|
Verified
Not enough data
Customers
8.8
414
|
Verified
Not enough data
8.7
418
|
Verified
Not enough data
8.2
421
|
Verified
Not enough data
8.4
372
|
Verified
Not enough data
8.3
365
|
Verified
Not enough data
IT Service Management (ITSM) ToolsHide 15 FeaturesShow 15 Features
Not enough data
8.4
2,781
Administration
Not enough data
8.4
191
|
Verified
Not enough data
7.9
172
|
Verified
Not enough data
8.3
219
|
Verified
Service Desk
Not enough data
9.0
247
|
Verified
Not enough data
8.7
223
|
Verified
Not enough data
8.6
211
|
Verified
Management
Not enough data
8.3
184
|
Verified
Not enough data
8.4
185
|
Verified
Not enough data
8.3
174
|
Verified
Not enough data
8.0
134
|
Verified
Not enough data
8.3
127
Functionality
Not enough data
9.0
199
|
Verified
Not enough data
8.5
163
Not enough data
8.4
171
|
Verified
Not enough data
8.6
181
|
Verified
Contact Center Knowledge BaseHide 21 FeaturesShow 21 Features
Not enough data
8.2
11,240
Administration
Not enough data
8.1
562
Not enough data
7.9
543
Not enough data
8.2
604
Knowledge Management
Not enough data
8.6
747
Not enough data
8.2
597
Not enough data
7.9
649
Compliance
Not enough data
8.3
526
Not enough data
8.2
488
Not enough data
8.2
491
Not enough data
8.0
464
Customer Support
Not enough data
8.0
611
Not enough data
7.8
587
Not enough data
7.8
422
Data Security
Not enough data
8.1
433
Not enough data
8.1
434
Not enough data
8.3
525
Not enough data
8.5
471
Administration
Not enough data
8.2
620
Not enough data
8.3
731
Not enough data
8.6
735
Generative AI
Not enough data
Feature Not Available
Digital Adoption PlatformHide 7 FeaturesShow 7 Features
8.7
985
Not enough data
User Analysis
8.6
135
Not enough data
8.4
152
Not enough data
User Support
9.1
162
Not enough data
8.1
115
Not enough data
8.8
146
Not enough data
Walkthrough Type
8.9
132
Not enough data
9.0
143
Not enough data
Customer Communications ManagementHide 10 FeaturesShow 10 Features
8.5
1,368
Not enough data
Channels
8.8
176
Not enough data
8.4
167
Not enough data
7.6
160
Not enough data
Design
8.7
172
Not enough data
8.5
175
Not enough data
8.7
180
Not enough data
8.8
172
Not enough data
8.8
166
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Complaint ManagementHide 8 FeaturesShow 8 Features
Not enough data
7.9
3,518
Usability
Not enough data
8.2
589
Not enough data
8.3
585
Not enough data
8.3
556
Reporting
Not enough data
8.3
515
Not enough data
7.9
489
Not enough data
8.1
569
Generative AI
Not enough data
7.3
108
Not enough data
7.1
107
Shared InboxHide 10 FeaturesShow 10 Features
8.7
775
8.2
2,721
Productivity Tools
9.0
81
8.6
286
8.5
80
8.3
286
8.4
77
8.4
272
9.0
77
8.4
267
8.9
78
8.5
278
8.8
78
8.1
274
8.8
81
8.1
306
Analytics
8.3
69
7.8
227
8.5
77
8.0
268
8.5
77
8.1
257
AI AgentsHide 17 FeaturesShow 17 Features
9.2
557
8.5
238
Responses
9.4
50
8.2
32
9.2
51
8.7
39
9.2
49
8.5
40
Automation - AI Agents
8.9
29
Not enough data
9.5
31
Not enough data
Feature Not Available
Not enough data
8.7
30
Not enough data
9.4
30
Not enough data
Platform
9.4
48
8.5
41
9.4
48
8.7
39
9.4
48
8.7
35
Autonomy - AI Agents
8.9
31
Not enough data
9.1
31
Not enough data
8.9
31
Not enough data
9.1
32
Not enough data
Generative AI
Feature Not Available
8.1
6
9.1
18
8.9
6
ChatbotsHide 14 FeaturesShow 14 Features
8.8
5,506
8.2
3,879
Responses
8.8
492
8.1
396
8.8
484
8.1
393
9.1
482
8.3
379
8.9
458
8.1
377
8.7
382
8.1
285
Platform
9.5
508
8.6
398
8.9
482
8.2
396
8.8
477
8.2
391
8.7
461
8.2
392
8.5
322
Feature Not Available
8.9
428
Feature Not Available
8.9
484
8.4
385
Generative AI
Feature Not Available
8.3
44
8.4
46
8.0
43
Conversational SupportHide 10 FeaturesShow 10 Features
8.8
5,818
8.0
5,467
Conversational Platform
8.7
956
8.1
763
8.7
736
8.2
620
8.8
758
8.1
589
9.0
681
8.1
657
Support Automation
8.7
760
8.1
623
8.7
801
8.2
667
8.6
418
8.4
620
8.8
708
8.0
698
Generative AI
Feature Not Available
7.6
115
Feature Not Available
7.6
115
Proactive NotificationHide 8 FeaturesShow 8 Features
Not enough data
8.4
817
Messaging Channels
Not enough data
7.6
62
Not enough data
9.0
153
Not enough data
8.3
75
Not enough data
8.5
83
Administration
Not enough data
8.1
88
Not enough data
8.8
137
Not enough data
8.3
93
Not enough data
8.4
126
Customer Service AutomationHide 9 FeaturesShow 9 Features
8.7
794
7.7
100
Customer Support
8.9
89
8.0
11
8.0
82
5.8
6
9.2
92
7.7
11
Automation
8.7
89
7.6
11
8.6
94
8.3
11
8.7
86
7.8
12
Artificial Intelligence
8.8
88
8.1
12
8.9
86
7.9
13
8.5
88
7.9
13
Live ChatHide 14 FeaturesShow 14 Features
8.7
12,060
8.2
7,836
Generative AI
8.5
171
Feature Not Available
8.4
170
7.7
63
Feature Not Available
Feature Not Available
Communication
9.3
1296
|
Verified
8.6
776
|
Verified
8.9
1304
|
Verified
8.4
794
|
Verified
8.8
1053
|
Verified
8.1
552
9.2
1217
|
Verified
8.4
573
|
Verified
8.6
464
8.0
356
Internal Use
8.3
1072
|
Verified
8.0
1457
|
Verified
8.9
959
|
Verified
8.4
689
|
Verified
8.4
912
|
Verified
8.0
490
8.7
1108
|
Verified
8.4
735
9.0
1182
|
Verified
8.6
662
|
Verified
8.6
1152
|
Verified
8.2
689
|
Verified
Customer Self-ServiceHide 10 FeaturesShow 10 Features
8.7
3,606
8.1
7,732
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
9.0
552
8.5
1408
8.9
552
8.4
1346
Feature Not Available
8.0
938
8.3
392
7.7
559
8.6
437
7.9
692
Self-Service Platform
8.7
434
8.2
740
8.8
439
8.2
755
8.3
376
7.6
574
8.8
424
8.1
720
Social Customer ServiceHide 14 FeaturesShow 14 Features
9.2
833
8.3
6,777
Generative AI
Feature Not Available
6.8
37
Feature Not Available
6.8
38
Process
9.3
71
8.4
521
9.0
68
9.0
697
9.6
71
8.8
646
Channels
9.4
72
9.0
697
8.9
71
8.3
542
9.5
74
8.7
521
8.6
65
8.2
444
8.9
66
8.3
380
Insight
9.3
70
8.2
497
9.3
71
8.3
608
9.0
67
8.4
521
9.4
67
8.7
628
Digital Customer Service PlatformsHide 2 FeaturesShow 2 Features
Not enough data
7.5
95
Generative AI
Feature Not Available
7.5
48
Feature Not Available
7.4
47
Categories
Categories
Shared Categories
Intercom
Intercom
Zendesk Support Suite
Zendesk Support Suite
Unique Categories
Intercom
Zendesk Support Suite
Reviews
Reviewers' Company Size
Intercom
Intercom
Small-Business(50 or fewer emp.)
59.0%
Mid-Market(51-1000 emp.)
36.8%
Enterprise(> 1000 emp.)
4.2%
Zendesk Support Suite
Zendesk Support Suite
Small-Business(50 or fewer emp.)
41.7%
Mid-Market(51-1000 emp.)
45.5%
Enterprise(> 1000 emp.)
12.8%
Reviewers' Industry
Intercom
Intercom
Computer Software
25.9%
Information Technology and Services
13.2%
Financial Services
7.4%
Internet
5.3%
Marketing and Advertising
5.0%
Other
43.2%
Zendesk Support Suite
Zendesk Support Suite
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.2%
Most Helpful Reviews
Intercom
Intercom
Most Helpful Favorable Review
Eugenio S.
ES
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
G
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
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
AS
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.
JP
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...

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Intercom
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Zendesk Support Suite
Zendesk Support Suite Alternatives
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Front
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Discussions
Intercom
Intercom Discussions
What is Intercom used for?
3 comments
Jhoanna T.
JT
for sending emails to our correspondents and monitoring our callsRead more
While interaction can be audio visual emojies be developed
2 comments
stephanie g.
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
Andrew B.
AB
Plus is $39/seat (User) per month. Its enough to get startedRead more
See all discussions
Zendesk Support Suite
Zendesk Support Suite Discussions
Is zendesk any good?
8 comments
Amged M.
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
Ankur G.
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
Veronica C.
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
See all discussions
Ask Intercom a QuestionContact Intercom
Ask Zendesk Support Suite a QuestionContact Zendesk Support Suite

Spotlight Categories

Add Product
Intercom
Intercom
Optimized for quick response
Zendesk Support Suite
Zendesk Support Suite
Optimized for quick response