If you own a business, you’re in a fierce battle to deliver personalized customer experiences that stand out. The right support solution can be your secret weapon.
Enter the ring: AI-powered CX tools. With nearly 80% of service managers planning to invest in AI, the fight for superior customer support is heating up.
Two heavyweights lead the pack: Zendesk and Intercom. Both offer powerful tools for ticketing, issue resolution, automation, and live chat.
But in the ultimate showdown, who wins the Intercom vs. Zendesk battle
Let’s find out.
In this article, we’ll explore the following:
- Zendesk vs. Intercom: a comparison overview
- Similarities and differences of each tool
- Zendesk and Intercom: which tool to go for
- FAQs
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Starting from the top—
What are the main differences between Zendesk and Intercom?
Zendesk vs. Intercom at a glance
When comparing Zendesk and Intercom, it’s essential to understand their core features and their differences to choose the right solution for your customer support needs. These include ticketing, chatbots, and automation capabilities, to name just a few.
Here’s a side-by-side comparison to help you identify the strengths and weaknesses of each platform.
| The tool’s main features | Zendesk | Intercom |
|---|---|---|
| Ticketing | ⭐⭐⭐⭐ Automatic routing, time tracking, CSAT ratings, and more | ⭐⭐⭐ Conversations tracking, agent collaboration, and customer monitoring |
| Multichannel messaging | ⭐⭐⭐⭐ Customer conversations consolidated in a centralized workspace | ⭐⭐⭐ Offers omnichannel messaging but with fewer features |
| AI and chatbots | ⭐⭐⭐ Chatbots for social media, website, and messaging platforms | ⭐⭐⭐⭐ Highly configurable bots with advanced features |
| Analytics & reporting | ⭐⭐⭐⭐⭐ Real-time and historical data, customizable dashboards, and omnichannel insights | ⭐⭐⭐⭐ CS & ticket reports, team performance management, custom reporting |
| Security features | ⭐⭐⭐⭐⭐ Single Sign-On (SSO), native content redaction, 2-Factor Authentication (2FA), and advanced data privacy options | ⭐⭐⭐ SSO and identity management only in its higher-priced tier |
| Integrations | ⭐⭐⭐⭐⭐ 1,500 third-party apps | ⭐⭐⭐ 450 third-party apps |
| Pricing | ⭐⭐⭐⭐ Transparent pricing with a free 14-day trial | ⭐⭐⭐ Free trial available, the lowest plan is slightly more expensive than Zendesk |
Okay—
It’s time to compare Intercom and Zendesk in more detail.
Zendesk and Intercom: key differences
Both software solutions offer core customer service features like live chat for sales, help desk management capabilities, and customer self-service options like a knowledge base. They’re also known for their user-friendly interfaces and reliable support team.
But what about the main differences between Zendesk and Intercom functionalities?
Help desk and ticketing
The highlight of Zendesk is its help desk ticketing system, which brings several customer communication channels to one location. The software allows agents to switch between tickets seamlessly, leading to better customer satisfaction. Whether an agent wants to transition from live chat to phone or email with a customer, it’s all possible on the same ticketing page.
On the other hand, Intercom enables agents to convert a conversation into a ticket with one click. This helps support teams to resolve customer issues without losing context. Moreover, you can track multiple requests through a single ticket.
Winner: Zendesk stands out with its comprehensive help desk and ticketing software. Its ability to integrate multiple communication channels into a unified experience makes it a powerhouse in customer support, ensuring no conversation or detail slips through the cracks.
Read more: Find out the most important ticketing system features to consider when choosing a help desk software.
Multichannel messaging capabilities
Zendesk offers your agents a unified workspace to collaborate on support tickets. This single window allows your team members to combine several channels for better efficiency and improved customer experience. And according to research, brands adopting omnichannel customer service software experience a decline in cost per contact by 7.5% every year, so having this feature is definitely a plus.
Conversely, Intercom has a shared inbox tool that routes conversations from every channel, including live chat, email, SMS, and more, into one place. However, it offers a limited channel scope compared to Zendesk, and users will have to get paid add-ons for channels like WhatsApp.
Winner: Zendesk takes the lead with omnichannel capabilities and a unified workspace, which means it’s a superior option for efficient customer service.
Read more: Compare the best omnichannel support software on the market and select the most appropriate one for your service team.
AI and chatbots
A report on CX trends shows that over 65% of organizations believe AI can help personalize human interactions.
Zendesk fully utilizes AI tools to enhance user experiences at every stage of the customer journey. Its AI chatbots leverage machine learning to gain a deeper understanding of customer interactions.
Meanwhile, Intercom excels with its comprehensive AI automation capabilities, all built on a unified AI system. This system features an AI agent that answers accurately to customer queries, an AI copilot that offers on-site support to human agents, and an AI analyst that delivers holistic insights and recommendations to support leaders.
Winner: Intercom stands out for its AI automation features, making it a good choice for enhancing customer support. Its unified approach not only streamlines customer interactions but also empowers support teams with real-time assistance and strategic insights. By integrating advanced AI tools, Intercom ensures a seamless and efficient support experience, positioning businesses to better understand and anticipate customer needs.
Read more: Discover detailed reviews about the best AI help desk software for your business.
Analytics and reporting
Zendesk has excellent reporting and analytics tools that allow you to decipher the underlying issues behind your help desk metrics.
It provides a real-time feed and historical data, so agents can respond instantly to consumer queries, as well as learn from past CX trends. By using its workforce management functionality, businesses can analyze employee performance, and implement strategies to improve them.
In comparison, Intercom’s reporting and analytics are limited in scope when it comes to consumer behavior metrics, custom reporting, and custom metrics. Additionally, the software lacks a workforce management system.
Winner: Zendesk has more comprehensive reporting and analytics tools. With its robust data capabilities, businesses can gain deeper insights into customer interactions and optimize agent performance. This makes Zendesk a more powerful choice for companies looking to leverage data-driven strategies to enhance customer experience and streamline operations.
Read more: Find out all about key chatbot analytics and metrics you must track.
Security features
Zendesk has a broad range of security and compliance features to protect customer data privacy, such as SSO (single sign-on) and native content redaction for sensitive data.
When it comes to Intercom, it reserves SSO and identity management for its higher-priced tier plan as an add-on. Moreover, it lacks native content redaction for sensitive information.
Winner: Zendesk offers full options out of the box, while Intercom requires extra investment for more advanced functionality. The choice depends on your budget and security needs.
Integrations
The Zendesk marketplace hosts over 1,500 third-party apps and integrations. The software is known for its agile APIs and proven custom integration references. This helps the service teams connect to applications like Shopify, Jira, Salesforce, Microsoft Teams, Slack, etc., all through Zendesk’s service platform.
Intercom offers fewer integrations, supporting just over 450 third-party apps. This makes it challenging to customize the software as your business grows. Furthermore, data on customer reviews, installation numbers, and ecommerce integrations is not readily available.
Winner: Zendesk has an extensive marketplace of over 1,500 third-party apps and robust integration capabilities.
Read more: Check out the list of best platforms with chatbot APIs.
Now that we know the differences between Intercom vs. Zendesk, let’s analyze which one is the better service option.
Pricing
Intercom pricing plans include:
- Essential at $39/month per seat
- Advanced at $99/month per seat
- Expert at $139/month per seat
Intercom’s pricing is structured around a “per seat per month” model, beginning with the Essential plan at $39 per seat, which includes basic features like live chat and team inboxes.
The Advanced plan, costing $99 per seat, adds sophisticated tools such as custom bots and advanced automation, while the Expert plan at $139 per seat offers premium features like multichannel support and dedicated account management.
However, Intercom’s pricing can become complex due to additional charges for app integrations, AI features, and usage-based costs, leading to potentially higher overall expenses based on the number of users and features required. This structure may appeal to businesses with specific needs but could be less predictable for budget-conscious organizations.
Zendesk’s pricing includes:
- Support Team at $25/month per agent—includes a basic ticketing system, email, and social channels
- Suite Team at $69/month per agent—adds more channels like live chat, messaging, and basic reporting
- Suite Growth at $115/month per agent—includes automation, multiple brands, and advanced analytics
- Suite Professional at $149/month per agent—offers the full range of Zendesk features, including custom reporting, advanced AI, and enterprise-grade support
Zendesk offers a tiered pricing structure designed to accommodate various business needs, starting with the Support Team plan at $25 per agent per month, which includes basic ticketing and communication channels.
The Suite Team plan, priced at $69 per agent, adds features like live chat and messaging, while the Suite Growth plan at $115 per agent introduces automation and advanced analytics. The top-tier Suite Professional plan, available at $149 per agent, provides the full range of Zendesk’s capabilities, including custom reporting, advanced AI features, and enterprise-grade support.
This comprehensive approach makes Zendesk a strong option for businesses seeking a robust customer support solution at competitive prices.
Both platforms offer 14-day free trials.
Winner: Zendesk is the winner due to its more comprehensive support and feature-rich plans at each pricing level, catering well to growing businesses and enterprises.
Intercom vs. Zendesk: the final verdict
Zendesk excels with its powerful ticketing and customer support capabilities, making it ideal for streamlining service operations. In contrast, Intercom offers a more comprehensive approach, serving as an all-in-one platform for sales, marketing, automation, and support, making it a better fit for managing a wide range of customer interactions.
Overall, Zendesk has a slight edge over Intercom when it comes to ticketing capabilities. It provides a variety of customer service automation features like auto-closing tickets, setting auto-responses, and creating chat triggers to keep tickets moving automatically.
That being said, Intercom has an impressive array of features as well. These include chatbot automation features, customer segmentation, and targeted SMS messaging to reach the right audience efficiently.
So, Intercom excels with its chatbot and communication functionality, while Zendesk stands out for its ticketing and help desk capabilities. That being said, choosing between Intercom and Zendesk depends largely on your specific business needs.
If you’re still on the fence about which platform to choose, consider exploring Tidio as a strong alternative. Tidio stands out with its advanced AI-powered chatbots and seamless automated workflows, making customer interactions efficient and personalized. It also features an AI-driven ticketing system, an omnichannel dashboard to manage all customer communications in one place, and customizable chat widgets to enhance user engagement.
Finally, let’s see how Tidio compares against the two platforms.
| Reviews | Pricing | Key features | |
|---|---|---|---|
| Intercom | 4.5/5 ⭐️ (3.080+ reviews) | A 14-day free trial and pricing ranges from $29 to $132 | – Multiple inboxes – Conversational AI chatbot, Fin AI – Custom analytics |
| Zendesk | 4.3/5 ⭐️ (5,875+ reviews) | A 14-day free trial version and pricing plans from $19 to $149 | – Conversational tools – Unified channel – Smart workflow |
| Tidio | 4.7/5 ⭐️ (1,540+ reviews) | Free version available and pricing plans ranging from $29 to $749 | – Canned responses – Lyro, AI chatbot – Ticketing system |
Zendesk vs. Intercom: key takeaway
Deciding between Zendesk and Intercom comes down to your business priorities: if you need powerful ticketing and customer support, Zendesk is a strong choice. However, Intercom might be the better fit if you’re looking for a comprehensive CRM with advanced AI automation.
Zendesk excels with its AI-enhanced user experience and robust omnichannel support, making it ideal for businesses focused on customer service. On the other hand, Intercom shines with its advanced AI-driven automation and insightful analytics, perfect for those who value seamless communication and in-app messaging. Consider which features align best with your business needs to make the right choice.
Alternatively, Tidio offers a compelling solution with its user-friendly interface, customizable options, AI-powered chatbots, and flexible help desk workflows, providing a balanced approach to customer interaction and support.
Why not take it for a spin today and find out?
Enhance customer service processes with AI
Frequently Asked Questions
If your goal is to deliver outstanding customer support to your audience, then Zendesk is a good option. It comes with a unified omnichannel dashboard, custom reports, and an advanced ticketing system. However, if you aim to nurture leads and grow sales, then Intercom is the better option. Its AI-powered tools and virtual assistants make it a formidable CRM-powered software.
The main difference between the two is that Zendesk is popular as a customer service solution, while Intercom offers more native CRM capabilities. Intercom isn’t purposefully built to solely focus on customer support but it brings more AI-powered automation features to the table.
Yes, you can find this integration in the Zendesk Marketplace and install it for free. Alternatively, you can also connect Intercom to Zendesk using Zapier.
Yes, you can continue using Intercom as the consumer-facing CRM experience, but integrate with Zendesk for customer service in the back end for more customer support functionality.
