Zendesk vs Intercom in 2023: Detailed Analysis of Features, Pricing, and More

How to create tickets in Zendesk from a conversation in Intercom with Custom Actions Help Center

intercom to zendesk

Personalized messaging, in-app messaging, product tours, and chatbot capabilities set Intercom apart from Zendesk. The customer service reps I talked to were very helpful during the entire process. This means you can use the Help Desk Migration product to import data from a variety of source tools (e.g. Zendesk, ZOHOdesk, Freshdesk, SFDC etc) to Intercom tickets. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot.

intercom to zendesk

Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates.

Ease of Use and Support

We wish some of their great features were offered in multiple plans, but none features overlap among plans. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours. The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket.

  • The workspace left-hand column notifies agents of all ticket updates.
  • Meanwhile, remember that HubSpot allows you to benefit from its free version, whereas there’s no such option on Zendesk.
  • No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel.
  • The app includes features like automated messages and conversation routing — so businesses can manage customer conversations more efficiently.
  • You can then create linked tickets for any bug reports or issues that require further troubleshooting by technical teams.

You can also follow up with customers after they have left the chat and qualify them based on your answers. Zendesk, on the other hand, has revamped its security since its security breach in 2016. Chat agents also get a comprehensive look at their entire customer’s journey, so they will have a better idea of what your customers need, without needing to ask many questions. Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations. You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours.

Reporting and Analytics

Zendesk’s list of compliances and security memberships is very long, and they have won a number of security seals and awards. Zendesk also has multiple security filters that range from where it stores its files to the people it hires. With this kind of organization, you will not only find your favorite apps but also discover new ones to meet your needs. However, the Intercom app store is far more intuitive and is much easier to navigate. It not only shows you all of the apps you can use, but it also divides these into topics and categories.

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When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service. As a Zendesk Sell user, you’ll get a unified platform with access to everything you need to manage leads and contacts and monitor them through a sales process. Zendesk’s interface intuitive and easy to use, making it easier for your teams to navigate and collaborate on interacting with customers at the appropriate time and with the best approach.

Top Zendesk and HubSpot Alternatives

Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution. Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. In 2023, conversational messaging will play an essential role in customer service.

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It really depends on what features you need and what type of customer service strategy you plan to implement. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want. In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date. Collaboration tools enable agents to work together in resolving customer tickets and making sales. Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks.

How to Master Proactive Customer Service

You can then create linked tickets for any bug reports or issues that require further troubleshooting by technical teams. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience. Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation.

intercom to zendesk

Like Zendesk, Intercom allows you to chat with online visitors and assist with their issues. Its $99 bracket includes advanced options, such as customer satisfaction prediction and multi-brand support, and in the $199 bracket, you also get advanced security and other very advanced features. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”. Intercom users often mention how impressed they are with its ease of use and their ability to quickly create useful tasks and set up automations. Even reviewers who hadn’t used the platform highlight how beautifully designed it is and how simple it is to interact with for both users and clients alike.

Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms. After signing up and creating your account, you can start filling in your information, such as your company name and branding and your agents’ profiles and information. The offers that appear on the website are from software companies from which CRM.org receives compensation.

intercom to zendesk

Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing. There is also something called warm transfers, which let one rep add contextual notes to a ticket before transferring it to another rep. You also get a side conversation tool. These plans make Hiver a versatile tool, catering to a range of business sizes and needs, from startups to large enterprises looking for a comprehensive customer support solution within Gmail. Moreover, for users who require more dedicated and personalized support, Zendesk charges an additional premium.

Add/Remove Tag on User

Agents can use the desktop chatbox to respond to customers in any outbound channel. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion. And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case.

intercom to zendesk

Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. Track customer service metrics to gain valuable insights and improve intercom to zendesk customer service processes and agent performance. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time.

  • Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey.
  • However, HubSpot’s customer portal is open only on HubSpot’s Professional and Enterprise plans.
  • If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges.
  • Our specialists consider the details given out during the transfer process strictly confidential.
  • Their customer service management tools have a shared inbox for support teams.

Without an knowledgeable, rational, and skilled IT team – the challenge of importing data can really be hard. Customers of Zendesk can purchase priority assistance at the enterprise tier, which includes a 99.9% uptime service level agreement and a 1-hour service level goal. At all tiers, there is an additional fee to work with a member of the Zendesk success team on unique engagements. Being my first time dealing with a migration, they were very patient with me as I guided myself through the process of migrating data. They were very prompt and thorough throughout the entire process, very willing to help ensure that the migration is done correctly, and answered all questions I had in a very timely manner. With Help Desk Migration service, you can simply import and export large amount of different records entities to or from Intercom to Zendesk.

intercom to zendesk

Help desk SaaS is how you manage general customer communication and for handling customer questions. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions. Discover key strategies, tools and channels to grow your business with new… Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience.

Meanwhile, remember that HubSpot allows you to benefit from its free version, whereas there’s no such option on Zendesk. To get the best possible experience please use the latest version of Chrome, Firefox, Safari, or Microsoft Edge to view this website. Only employees in your organization with a Zendesk account can view tickets inside Zendesk. Request a Zendesk account from your organization’s Zendesk admin to view the ticket inside Zendesk. Close the add-in window by clicking on the add-in and reopen it by clicking it again. This will refresh the add-in and enable you to create a ticket successfully.

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