Compare Intercom and Zoho Desk 
At a Glance
Market Segments
Small-Business (59.1% of reviews)
Small-Business (71.8% of reviews)
Entry-Level Pricing
$39.00 1 Seat Per Month
$0.00
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 plansZoho Desk
Star Rating
(6,348)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 Help Desk feature with a score of 9.0, which is highly praised for its ticket management capabilities, while Intercom's Help Desk scores slightly lower at 9.4, indicating a more polished user experience.
- Reviewers mention that Intercom excels in Live Chat functionality, scoring 9.5, which users find to be intuitive and responsive, whereas Zoho Desk's Live Chat feature, scoring 8.8, is seen as less user-friendly in comparison.
- G2 users highlight the superior Knowledge Base in Intercom, scoring 9.0, which is noted for its ease of use and comprehensive articles, while Zoho Desk's Knowledge Base, scoring 8.5, is considered effective but not as extensive.
- Users on G2 report that Intercom's Automation features, scoring 8.8, are more advanced, allowing for better workflow management, while Zoho Desk's Automation, scoring 8.3, is functional but lacks some of the sophisticated options available in Intercom.
- Reviewers mention that Zoho Desk's Email integration is highly rated at 9.1, providing seamless communication, while Intercom's Email integration, scoring 9.4, is noted for its additional features that enhance user engagement.
- Users say that both platforms perform well in Customer Profiles, scoring equally at 8.6, but Intercom is often preferred for its more dynamic and user-friendly interface, making it easier for teams to access customer information quickly.
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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
2,543
8.7
4,915
Ease of Use
8.9
2,571
8.5
4,982
Ease of Setup
8.5
1,210
8.2
4,229
Ease of Admin
8.7
1,150
8.3
4,089
Quality of Support
8.7
2,444
8.3
4,437
Has the product been a good partner in doing business?
8.8
1,150
8.5
3,693
Product Direction (% positive)
8.8
2,395
8.8
4,695
Features by Category
Ticket and Case Management
8.7
1000
|
Verified
8.7
2701
|
Verified
8.8
1018
|
Verified
8.6
2689
|
Verified
8.7
993
|
Verified
8.4
2471
|
Verified
8.6
1041
|
Verified
8.4
2324
|
Verified
8.4
582
|
Verified
8.3
2055
|
Verified
8.9
1039
|
Verified
8.4
2337
|
Verified
8.8
962
|
Verified
8.6
2343
|
Verified
8.6
863
|
Verified
8.4
1932
|
Verified
Generative AI
8.3
160
7.8
479
8.2
162
7.9
475
Communication Channels
9.0
793
|
Verified
8.4
2303
|
Verified
8.8
993
|
Verified
8.7
2521
|
Verified
9.4
1165
|
Verified
8.3
1835
|
Verified
8.4
718
8.2
1612
|
Verified
7.7
433
8.0
1383
|
Verified
Platform
8.3
602
|
Verified
8.3
1713
|
Verified
8.3
1101
|
Verified
8.3
2147
|
Verified
8.8
706
|
Verified
8.5
2256
|
Verified
8.7
672
|
Verified
8.3
1675
|
Verified
8.1
900
|
Verified
8.3
2223
|
Verified
8.1
903
|
Verified
8.5
2378
|
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
8.2
246
Not enough data
8.2
246
Not enough data
8.4
250
Knowledge Management
Not enough data
8.6
234
Not enough data
8.2
232
Not enough data
8.2
235
Compliance
Not enough data
8.4
246
Not enough data
8.3
243
Not enough data
8.3
245
Not enough data
8.1
243
Customer Support
Not enough data
8.3
228
Not enough data
8.2
229
Not enough data
8.0
226
Data Security
Not enough data
8.1
246
Not enough data
8.2
241
Not enough data
8.4
245
Not enough data
8.4
241
Administration
Not enough data
8.0
230
Not enough data
8.4
234
Not enough data
8.5
235
Generative AI
Not enough data
7.7
173
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
8.2
447
8.4
178
8.1
437
7.6
168
7.4
434
Design
8.6
183
8.0
430
8.5
185
7.8
441
8.8
191
8.2
434
8.8
182
8.1
431
8.8
176
8.2
418
Generative AI
Feature Not Available
7.7
318
Feature Not Available
7.7
312
Usability
Not enough data
8.3
334
Not enough data
8.2
335
Not enough data
8.3
326
Reporting
Not enough data
8.3
323
Not enough data
8.2
312
Not enough data
8.3
318
Generative AI
Not enough data
7.8
236
Not enough data
7.9
234
Responses
9.2
61
Not enough data
9.1
63
Not enough data
9.0
61
Not enough data
Automation - AI Agents
8.5
41
Not enough data
9.1
43
Not enough data
Feature Not Available
Not enough data
8.3
42
Not enough data
9.0
42
Not enough data
Platform
9.3
60
Not enough data
9.0
60
Not enough data
9.1
60
Not enough data
Autonomy - AI Agents
8.6
43
Not enough data
8.8
44
Not enough data
8.8
43
Not enough data
8.8
45
Not enough data
Generative AI
Feature Not Available
Not enough data
9.0
30
Not enough data
Responses
8.8
510
Not enough data
8.8
501
Not enough data
9.1
499
Not enough data
8.9
475
Not enough data
8.7
399
Not enough data
Platform
9.5
526
Not enough data
8.9
499
Not enough data
8.8
495
Not enough data
8.7
478
Not enough data
8.5
339
Not enough data
8.9
445
Not enough data
8.9
501
Not enough data
Generative AI
Feature Not Available
Not enough data
8.5
63
Not enough data
Conversational Platform
8.7
984
Not enough data
8.7
763
Not enough data
8.8
785
Not enough data
9.0
707
Not enough data
Support Automation
8.7
788
Not enough data
8.7
828
Not enough data
8.6
446
Not enough data
8.8
736
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Customer Support
8.8
100
Not enough data
8.0
91
Not enough data
9.2
102
Not enough data
Automation
8.7
100
Not enough data
8.6
105
Not enough data
8.7
97
Not enough data
Artificial Intelligence
8.7
99
Not enough data
8.9
97
Not enough data
8.5
99
Not enough data
Generative AI
8.4
193
8.0
94
8.4
192
8.1
96
Feature Not Available
7.8
95
Communication
9.3
1322
|
Verified
8.9
624
|
Verified
8.9
1330
|
Verified
8.8
665
|
Verified
8.8
1079
|
Verified
8.7
567
9.2
1243
|
Verified
8.7
539
|
Verified
8.6
487
8.4
266
Internal Use
8.3
1101
|
Verified
8.3
2147
|
Verified
8.8
985
|
Verified
8.6
269
8.4
937
|
Verified
8.5
366
8.7
1134
|
Verified
8.8
622
|
Verified
9.0
1208
|
Verified
8.7
604
|
Verified
8.6
1176
|
Verified
8.6
618
|
Verified
Generative AI
Feature Not Available
7.8
285
Self-Service Experience
9.0
570
8.5
1342
9.0
569
8.4
1306
Feature Not Available
8.1
1113
8.3
409
8.2
611
8.5
455
8.3
660
Self-Service Platform
8.7
452
8.3
676
8.8
457
8.3
655
8.3
394
7.7
571
8.8
441
8.2
604
Generative AI
Feature Not Available
8.3(won by default)
72
Feature Not Available
8.2(won by default)
70
Process
9.3(won by 0.6)
77
8.7
433
9.0(tied score)
74
9.0(tied score)
576
9.6(won by 1.1)
77
8.5
430
Channels
9.5(won by 0.4)
77
9.1
566
8.8(won by 0.2)
76
8.6
486
9.5(won by 0.8)
80
8.7
458
8.5
70
8.6(won by 0.1)
400
8.8(tied score)
72
8.8(tied score)
425
Insight
9.2(won by 0.4)
75
8.8
435
9.3(won by 0.4)
76
8.9
489
8.9(tied score)
72
8.9(tied score)
461
9.4(won by 0.4)
72
9.0
533
Generative AI
Feature Not Available
7.8
130
Feature Not Available
7.9
129
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
26.1%
Information Technology and Services
13.2%
Financial Services
7.4%
Internet
5.3%
Marketing and Advertising
4.9%
Other
43.1%
Information Technology and Services
18.3%
Computer Software
10.7%
Computer & Network Security
4.0%
Retail
3.7%
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
Garret A.
Verified User in Information Technology and Services
The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! 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.
Garret A.
Verified User in Information Technology and Services
The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! 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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