Compare Intercom and Zoho Desk 
At a Glance
Market Segments
Small-Business (59.0% of reviews)
Small-Business (71.8% of reviews)
Entry-Level Pricing
$39.00 1 Seat Per Month
$0.00
Intercom
Star Rating
(3,324)4.5 out of 5
Market Segments
Small-Business (59.0% of reviews)
Entry-Level Pricing
$39.00 1 Seat Per Month
Free Trial is available
Browse all 5 pricing plansZoho Desk
Star Rating
(6,197)4.4 out of 5
Market Segments
Small-Business (71.8% of reviews)
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zoho Desk offers a robust ticket creation user experience with a score of 8.7, while Intercom matches this with the same score, indicating both platforms excel in this area.
- Reviewers mention that Intercom shines in ticket response user experience, scoring 8.8 compared to Zoho Desk's 8.6, suggesting that users may find Intercom's response handling slightly more efficient.
- G2 users highlight that Intercom's live chat feature is particularly strong, scoring 9.6, while Zoho Desk's live chat is rated at 8.8, indicating a significant advantage for Intercom in real-time customer interactions.
- Users on G2 report that Zoho Desk's SLA management is rated at 8.3, which is slightly lower than Intercom's 8.4, suggesting that Intercom may provide better tools for managing service level agreements.
- Reviewers mention that Intercom's multi-channel coverage is rated at 8.8, outperforming Zoho Desk's 8.3, indicating that Intercom may offer a more comprehensive approach to customer engagement across various platforms.
- Users say that both platforms have strong knowledge base features, with Zoho Desk scoring 8.7 and Intercom at 9.0, but Intercom's higher score suggests a more user-friendly and effective knowledge management system.
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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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Intercom
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.8
2,505
8.7
4,762
Ease of Use
8.9
2,531
8.5
4,828
Ease of Setup
8.5
1,179
8.2
4,078
Ease of Admin
8.7
1,130
8.3
3,957
Quality of Support
8.7
2,407
8.3
4,299
Has the product been a good partner in doing business?
8.8
1,129
8.5
3,568
Product Direction (% positive)
8.8
2,355
8.8
4,545
Features by Category
Ticket and Case Management
8.7
977
|
Verified
8.7
2627
|
Verified
8.8
995
|
Verified
8.6
2614
|
Verified
8.7
970
|
Verified
8.4
2399
|
Verified
8.5
1018
|
Verified
8.4
2254
|
Verified
8.4
559
|
Verified
8.3
1984
|
Verified
8.9
1016
|
Verified
8.4
2269
|
Verified
8.8
940
|
Verified
8.6
2274
|
Verified
8.7
840
|
Verified
8.4
1861
|
Verified
Generative AI
8.3
139
7.9
420
8.2
140
8.0
418
Communication Channels
9.0
770
|
Verified
8.4
2235
|
Verified
8.8
970
|
Verified
8.7
2452
|
Verified
9.4
1142
|
Verified
8.4
1767
|
Verified
8.4
696
8.2
1545
|
Verified
7.7
411
8.0
1317
|
Verified
Platform
8.3
579
|
Verified
8.3
1639
|
Verified
8.3
1072
|
Verified
8.3
2069
|
Verified
8.8
683
|
Verified
8.5
2181
|
Verified
8.7
649
|
Verified
8.3
1602
|
Verified
8.1
878
|
Verified
8.3
2149
|
Verified
8.1
880
|
Verified
8.5
2304
|
Verified
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
Administration
Not enough data
8.3
216
Not enough data
8.3
216
Not enough data
8.4
220
Knowledge Management
Not enough data
8.6
205
Not enough data
8.3
205
Not enough data
8.3
206
Compliance
Not enough data
8.4
216
Not enough data
8.3
214
Not enough data
8.4
215
Not enough data
8.2
213
Customer Support
Not enough data
8.3
200
Not enough data
8.3
202
Not enough data
8.0
201
Data Security
Not enough data
8.2
217
Not enough data
8.2
213
Not enough data
8.5
216
Not enough data
8.4
210
Administration
Not enough data
8.1
202
Not enough data
8.5
205
Not enough data
8.6
208
Generative AI
Not enough data
7.9
145
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
Channels
8.8
176
8.3
401
8.4
167
8.1
390
7.6
160
7.3
388
Design
8.7
172
8.0
389
8.5
175
7.8
397
8.7
180
8.2
387
8.8
172
8.2
388
8.8
166
8.2
377
Generative AI
Feature Not Available
7.8
276
Feature Not Available
7.8
270
Usability
Not enough data
8.4
298
Not enough data
8.3
297
Not enough data
8.4
289
Reporting
Not enough data
8.3
286
Not enough data
8.2
275
Not enough data
8.4
281
Generative AI
Not enough data
7.9
202
Not enough data
8.0
200
Responses
9.4
50
Not enough data
9.2
51
Not enough data
9.2
49
Not enough data
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
Not enough data
9.4
48
Not enough data
9.4
48
Not enough data
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
Not enough data
9.1
18
Not enough data
Responses
8.8
492
Not enough data
8.8
484
Not enough data
9.1
482
Not enough data
8.9
458
Not enough data
8.7
382
Not enough data
Platform
9.5
508
Not enough data
8.9
482
Not enough data
8.8
477
Not enough data
8.7
461
Not enough data
8.5
322
Not enough data
8.9
428
Not enough data
8.9
484
Not enough data
Generative AI
Feature Not Available
Not enough data
8.4
46
Not enough data
Conversational Platform
8.7
956
Not enough data
8.7
736
Not enough data
8.8
758
Not enough data
9.0
681
Not enough data
Support Automation
8.7
760
Not enough data
8.7
801
Not enough data
8.6
418
Not enough data
8.8
708
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Customer Support
8.9
89
Not enough data
8.0
82
Not enough data
9.2
92
Not enough data
Automation
8.7
89
Not enough data
8.6
94
Not enough data
8.7
86
Not enough data
Artificial Intelligence
8.8
88
Not enough data
8.9
86
Not enough data
8.5
88
Not enough data
Generative AI
8.5
171
8.1
82
8.4
170
8.2
85
Feature Not Available
7.9
84
Communication
9.3
1296
|
Verified
8.9
611
|
Verified
8.9
1304
|
Verified
8.8
652
|
Verified
8.8
1053
|
Verified
8.7
555
9.2
1217
|
Verified
8.7
526
|
Verified
8.6
464
8.5
253
Internal Use
8.3
1072
|
Verified
8.3
2069
|
Verified
8.9
959
|
Verified
8.6
256
8.4
912
|
Verified
8.5
353
8.7
1108
|
Verified
8.8
610
|
Verified
9.0
1182
|
Verified
8.7
591
|
Verified
8.6
1152
|
Verified
8.6
605
|
Verified
Generative AI
Feature Not Available
7.8
256
Self-Service Experience
9.0
552
8.5
1309
8.9
552
8.5
1273
Feature Not Available
8.1
1080
8.3
392
8.2
578
8.6
437
8.3
627
Self-Service Platform
8.7
434
8.3
644
8.8
439
8.3
623
8.3
376
7.7
537
8.8
424
8.3
573
Generative AI
Feature Not Available
8.4(won by default)
65
Feature Not Available
8.3(won by default)
65
Process
9.3(won by 0.6)
71
8.7
425
9.0(tied score)
68
9.0(tied score)
566
9.6(won by 1.1)
71
8.5
421
Channels
9.4(won by 0.3)
72
9.1
557
8.9(won by 0.3)
71
8.6
477
9.5(won by 0.7)
74
8.8
449
8.6(tied score)
65
8.6(tied score)
392
8.9(won by 0.1)
66
8.8
416
Insight
9.3(won by 0.5)
70
8.8
426
9.3(won by 0.4)
71
8.9
481
9.0(won by 0.1)
67
8.9
452
9.4(won by 0.4)
67
9.0
524
Generative AI
Feature Not Available
7.9
119
Feature Not Available
7.9
118
Categories
Categories
Shared Categories
Intercom and Zoho Desk are categorized as Digital Customer Service Platforms, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Intercom is categorized as Customer Service Automation, AI Agents, Shared Inbox, Conversational Support, Digital Adoption Platform, Conversational Marketing, and Chatbots
Zoho Desk is categorized as Google Workspace for Sales, Contact Center Knowledge Base, and Complaint Management
Reviews
Reviewers' Company Size
Intercom
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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
25.9%
Information Technology and Services
13.2%
Financial Services
7.4%
Internet
5.3%
Marketing and Advertising
5.0%
Other
43.2%
Information Technology and Services
18.4%
Computer Software
10.6%
Computer & Network Security
3.9%
Retail
3.8%
Financial Services
3.5%
Other
59.8%
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...
Zoho Desk
Most Helpful Favorable Review
János C.
Verified User in Information Technology and Services
Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...
Most Helpful Critical Review
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
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.
János C.
Verified User in Information Technology and Services
Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...
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...
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
Alternatives
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
Where do I find training VDO?
3 comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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