Intercom App Integration with Zendesk Support

Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates. It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets. Email marketing, for example, is a big deal, but less so when it comes to customer service.

First, you can only talk to the support team if you are a registered user. What sets Zendesk apart is its user-friendly interface, customizable workflows, and scalability. It caters to a wide range of industries, particularly excelling in e-commerce, SaaS, technology, and telecommunications. It is favored by customer support, helpdesk, IT service management, and contact center teams.

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

Zendesk also offers a number of integrations with third-party applications. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. You can always count on it intercom zendesk if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. Founded in 2007, Zendesk started as a ticketing tool for customer success teams.

Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop. Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget. Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload. Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details.

Similar apps

Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. 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 wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination.

• However, it is possible Intercom’s support is superior at the premium level.
• Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices.
• Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support.
• Use HubSpot Service Hub to provide seamless, fast, and delightful customer service.
• Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case.
• We’ll even flag any content you need to review and give you advice on how to fix it.

Yes, you can support multiple brands or businesses from a single Help Desk, while ensuring the Messenger is a perfect match for each of your different domains. When you migrate your articles from Zendesk, we’ll retain your organizational structure for you. We’ll even flag any content you need to review and give you advice on how to fix it. When you switch from Zendesk, you can also create dynamic macros to speed up your response time to common queries, like feature requests and bug reports. If you’ve already set up macros in Zendesk just copy and paste them over.

A trigger is where automation begins

You can contact the sales team if you’re just looking around, but you will not receive decent customer support unless you buy their service. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges.

With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. It is none other than the modern customer support software of Helpwise. Here is a Zendesk vs. Intercom based on the customer support offered by these brands. You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. 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. View your users’ Zendesk tickets in Intercom and create new ones directly from conversations.

Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats. Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses. Behavior-based messaging allows you to customize every last detail of triggers and rules including–which channel sends the message, when it sends, where it sends, and who gets targeted. Sequence all channels–chat, web post, email, chatbot outreach, tour message, banner, push notification, or carousel–mixing and matching modes of outreach to fit campaign goals.

With Zapier, you can integrate everything from basic data entry to end-to-end processes. Here are some of the business-critical workflows that people automate with Zapier. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan.

Zapier Automation Platform

With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers. You’ll see a green confirmation banner indicating the removal has been successful and synced articles will be deleted from your Articles list. Synced articles and their content will be retrievable from the Public API similar to Intercom articles. However, you won’t be able to edit or manipulate synced articles via API calls. How to set up a regular sync of all public articles from your Zendesk Guide Help Center into Intercom. In terms of pricing, Intercom is considered one of the most expensive tools on the market.

Each additional 1,000 contacts on a Starter plan will cost you $25/mo. Pro plan is rather a team plan that costs $395/mo and includes 5 seats. But that’s not it, if you want to resolve customer common questions with the help of the vendor’s new tool – Fin bot, you will have to pay $0.99 per resolution per month.

Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Zendesk’s Admin Center provides tools that automate agent ticket workflows. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical.

• If you’re not ready to make the full switch to Intercom just yet, you can integrate Intercom with your Zendesk account.
• The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work.
• When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution.
• But it’s designed so well that you really enjoy staying in their inbox and communicating with clients.
• 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.