Intercom Reviews & Product Details - Page 2

Intercom is ultimately the best support tool I have worked with (previously used Zendesk and Salesforce). It’s hard to give specific examples, but it’s the platform as a whole that makes it so easy to navigate through the entire help center and help desk. You can easily gain insight into your colleagues and their workload, and it offers a vast number of native features that customer service representatives would typically request. As an administrator, I’m a huge fan. We came from Salesforce, where every desired system change felt like a major operation requiring coding skills. Their entire focus on AI is also perfectly aligned with the direction we want to take with our help center. Review collected by and hosted on G2.com.

I think Intercom has focused a bit too much on AI and other advanced features, which has caused them to overlook what I consider to be basic functionality. For example, you can send emails, but you can’t BCC. You can’t export a ticket in the same way as Zendesk, where you get all the data (images, internal notes) — instead, you only get plain text in a .txt file. You can’t create sub-bullet points. They don’t have internal checklists (I miss checklists like the ones in Trello). From my perspective, these are small features, but they are things you expect as a customer, especially when the system can already do 50% of these tasks. There are checklists, but only customer-facing ones. You can send emails but not BCC, and so on.

Additionally, the ticketing system and merge function still need some work. It’s clear that Intercom was originally a chat tool that later expanded into email and ticketing, but they haven’t quite caught up. For example, our customers don’t receive a ticket number unless we enable the "send ticket status emails" option. It’s essential for customers to know their ticket number, but not necessarily to receive updates about every stage of the ticket. This forces us to send status emails just to ensure our customers have their ticket number.

You also can’t change the subject line, which is a major inconvenience. This applies even when I contact Intercom support — all my inquiries are titled "speak to support," making it hard to navigate the ticket portal and the messenger bubble, especially if you have multiple ongoing conversations.

Overall, these are features I miss and believe should be part of a system that already does so much. Review collected by and hosted on G2.com.

Intercom is really easy to use ,I use it every day to stay connected with our customers, and it has all the features I need. I really like the feature where we can snooze the ticket if we don't want to close it, also like the feature where we can crete a back office ticket. Their support team has been super helpful too. Review collected by and hosted on G2.com.

Honestly, there’s nothing I dislike about Intercom it works great for me. Review collected by and hosted on G2.com.

I love how Intercom allows me to answer many questions fast using macros and other tools. I can work through 50 questions or even more within an hour!

We are using a comprehensive Admin system for our service and I can easily tab between the Admin system and Intercom to pull data from one source to the next. Review collected by and hosted on G2.com.

I don't dislike anything really. But I would like to have shortcuts to my Macros because I use them so much. Especially some particular ones like:

Kind regards,

Niklas

If I could just set up a shortcut in Manage macros when I create my custom Macro I would be able to press CTRL + any key to access this particular Macro. Review collected by and hosted on G2.com.

The product itself is intuitive and robust and the investment the company has put into its AI offering has really paid off. We've seen a massive improvement in the AI chatbot's answers which are now deflecting around 50% of our conversations and allowing our team to work on more complex issues. The tool integrates with a ton of other products and serves most of the needs we have at the moment. The Customer Support team, as well as our Relationship Manager, are excellent and always super helpful. Review collected by and hosted on G2.com.

It's not great for small companies that have multiple products. We are a small support team that wants to be able to support two different customer bases using two different products on different domains in the same workspace, but we currently have to manage two workspaces for the same team. It's also pricey compared to other help desk software, especially since each add on tends be an additional cost. The pricing model is also not great for our business model as far as using the tool for multiple departments (Support, Marketing, and Sales)—if we used it for all three, we would blow out our budget in one of those departments since we have to choose either active users or people reached to be billed for. Because of that, we had to reduce the amount of outbound contacts we were making with Intercom and focus on using it solely as a Support tool. Review collected by and hosted on G2.com.

Intercom’s platform is a game-changer for managing customer and internal knowledge. Its intuitive interface makes creating and updating help articles a breeze, even for non-techies like me—navigation feels natural, and edits are quick. What I love most is how it’s always evolving; they roll out fresh features like AI enhancements that keep it ahead of the curve. The speedy support is another highlight—whenever I’ve hit a snag, their team responds fast with clear, actionable help. Organizing content into folders is seamless, turning chaos into a tidy knowledge hub. It’s not perfect—occasional glitches pop up—but they’re minor compared to the value it delivers. For a tool that blends usability with constant improvement, Intercom’s tough to beat. It’s become my go-to for keeping our team and customers in sync effortlessly. Review collected by and hosted on G2.com.

While Intercom’s packed with features, it sometimes feels like overkill for my simpler needs, with bells and whistles I rarely touch—like advanced analytics clogging the interface. The robust toolset, though impressive, can overwhelm when I just want basic article management without sifting through extras like chatbot configs. It’s a bit like getting a Swiss Army knife when all I need is a sharp blade—powerful, but more than my day-to-day calls for. Review collected by and hosted on G2.com.

For me, the most beneficial feature is the easy way that I can create emails and chats to the different areas and people that I am constantly responsible for assisting. I work 5 days a week and have different interactions with customers every day, but this tool just makes it easier for me to provide good customer support, make it clear, and also for them to understand our way of communicating via emails or chats. Review collected by and hosted on G2.com.

Perhaps one of the things that could be a problem for me is just the double chats and emails that I'm getting all the time, but at this point, I know how to deal with them and integrate them into the new ones with the clients and how professional I have to be, apply the knowledge that I have and provide the best for those situations. Review collected by and hosted on G2.com.

We are a business inteligence company and have been using Intercom for 7 years for B2B. And we love it! Especially in the last few years, Intercom has proven over and over again that they are a leader in taking advantage of tech innovations and using it to launch new features. The turnaround time is fast which allows them to be ahead of their competition.

What I like about the tool the most:

1. Good UX that's easy to use by our reps

2. Lots of important features that every CS team needs like workflows, views, AI copilot, reports, API for building more custom reports, managers having a clear overview of all queues and rep statuses

3. AI Chatbot (Fin) which, after it's well set up, adds real value to the day to day work and saves a ton of time that reps can then invest in other more impactful areas.

4. Lots of options to customize the messenger popup, AI bot handoff steps, etc.. Review collected by and hosted on G2.com.

When pushing custom properties into Intercom (like company or contact data), things can get messy really fast. When editing workflows, chat campaigns, or rules, there's no indicator if the selected property is a company or contact property, or any other type of property. This makes it very time consuming to set up and maintain automations and workflows. It also makes it harder to handoff admin responsibilities to another rep at the company.

Whenever I asked for practical insight into how to set up workflows or the AI bot, the only resources I got access to were case studies or blog posts which don't talk about any specific ways how to set up e.g. the handoff sequence of Finbot. I'd love to learn more about how other companies solve some of the challenges we have, or have Intercom walk me through the setup. I eventually figured everything out but it'd help to have more guidance during the first steps of adoption. Review collected by and hosted on G2.com.

I think Intercom is very user friendly and has a lot of great tools as far as AI. You can really train the AI to answer a lot of in depth questions. Intercom Support is also very friendly and helpful. Review collected by and hosted on G2.com.

I wish there was a way to create multiple folders within your inbox. I preferred their legacy reports over their update reports. I wish there was a way to auto close out email responses like out of office. Review collected by and hosted on G2.com.

Intercom is a comprehensive solution for customer support for our clients, employees, and contractors. We have only been using this solution briefly; however, Intercom allowed us to consolidate online chat, SMS, phone, and email support in one place.

Transistioning to a new system is always cumberson but the integration team is knowledgeable and has made this process less painful. Review collected by and hosted on G2.com.

I would suggest a more detailed outline of the transition and setup process. Review collected by and hosted on G2.com.

The chat modality has been a game changer for our business, allowing us to provide near-instant support where previously we had been spread across multiple channels. We have been able to integrate several channels/apps that we use, which additionally helps with triaging feedback and customer concerns. The team orients to it quickly, and are able to move within it without too much confusion. We use it all day, every day, and it has been a game changer for our org. Review collected by and hosted on G2.com.

There are some data limitations that affect us; it would be great if they could make that side of things more robust. Review collected by and hosted on G2.com.