Connect your Intercom to Zendesk integration in 2 minutes

See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback. Community managers can also escalate posts to support agents when one-on-one help is needed. 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. You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience.

Zendesk’s AI (Fin) helps with automated responses, ensuring your customers get quick answers. On the other hand, Intercom’s AI-powered chatbots and messaging are designed to enhance your marketing and sales efforts, giving you an edge in the competitive market. When comparing Zendesk and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization’s customer support needs.

You can foun additiona information about ai customer service and artificial intelligence and NLP. MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. Intercom stands out here due to its ability  to tailor sales workflows. You can also set up interactive product tours to highlight new features in-product and explain how they work.

Zendesk’s help center tools are slightly better, but Intercom’s chatbot is more robust

Track key metrics, measure campaign success, and optimize customer engagement strategies. 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. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. Intercom allows visitors to search for and view articles from the messenger widget.

It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days.

However, aside from these limitations, you have the freedom to transfer as much help desk and knowledge base data as you need to Intercom. So, rest assured, you can smoothly transition most of your valuable information. Help Desk Migration service provides endless import features with no compromising on safety.

Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates. Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented.

From there, kickstart the data transfer and ensure smooth migration by verifying IDs along the way. If you require to check how particular entities look like in the desired support service platform, schedule this free custom Demo and pick 20 entities for a test. The data migration time might take more time, but the images will never disappear along with the current a destination help desk system.

With over 160,000 customers across all industries and regions, Zendesk has the CX expertise to provide you with best practices and thought leadership to increase your overall value. But don’t just take our word for it—listen to what customers say about why they picked Zendesk. Intercom primarily focuses on messaging but offers limited channel breadth compared to Zendesk, requiring paid add-ons for critical channels like WhatsApp. Once connected, you can add Zendesk Support to your inbox, and start creating Zendesk tickets from Intercom conversations.

Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews. It can team up with tools like Salesforce and Slack, so everything runs smoothly. When comparing the user interfaces (UI) of Zendesk and Intercom, both platforms exhibit distinct characteristics and strengths catering to different user preferences and needs. Zendesk and Intercom both have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs. In terms of pricing, Intercom is considered one of the most expensive tools on the market.

Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts. It’s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages. This makes it an excellent choice if you want to engage with support and potential and existing customers in real time. One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions.

Intercom

You should be prepared for this process to take an extended period of time. We recommend running a small batch of records (say 5%), and using that to project time to completion. The time this ultimately takes is heavily dependent on the rate limits of the platforms, and cannot be overridden by developers. zendesk intercom On the other hand, if you prioritize customer engagement, sales, and personalized messaging, Intercom is a compelling option, especially for startups and rapidly scaling businesses. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience.

United, these security measures prevent the dangers of information leak. With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms. Zendesk has a rating of 4.3 out of 5 stars, based on over 5,600 reviews.

Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company. Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine.

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing. Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates.

Zendesk is renowned for its comprehensive range of functionalities, including advanced email ticketing, live chat, phone support, and a vast knowledge base. Its ability to seamlessly integrate with various applications further amplifies its versatility. Because Intercom started as a live chat service, its messenger functionality is very robust.

Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs. For standard reporting like response times, leads generated by source, bot performance, messages https://chat.openai.com/ sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables.

Following these steps will guarantee a seamless transition to Intercom. 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. These are just some of the factors that can affect the migration process from Zendesk to Intercom.

With our Migration tool, you can conveniently import and export massive portions of varied records types to or from Zendesk to Intercom. Check out the details of entities you can import or export applying automation by yourself from tech support team. When making your decision, consider factors such as your budget, the scale of your business, and your specific growth plans. Explore alternative options like ThriveDesk if you’re looking for a more budget-conscious solution that aligns with your customer support needs. Both Zendesk and Intercom have AI capabilities that deserve special mention.

Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own.

Intercom does not have a dedicated workforce management solution, either. Zendesk provides limited customer support for its basic plan users, along with costly premium assistance options. On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. Moreover, for users who require more dedicated and personalized support, Zendesk charges an additional premium. These premium support services can range in cost, typically between $1,500 and $2,800. This additional cost can be a considerable factor for businesses to consider when evaluating their customer support needs against their budget constraints.

It really shines in its modern messenger interface, making real-time chat a breeze. Its multichannel support is more focused on engaging customers through its chat and messaging systems, including mobile carousels and interactive communication tools. However, compared to Zendesk, Intercom might not offer the same breadth in terms of integrating a wide range of external channels. While it excels in interactive and engaging communication, especially on mobile, some businesses might find its focus on chat-based interfaces limiting if they need extensive email or voice call support. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not.

Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify.

You also have the option to go for a Custom Demo, where you can specify the exact conversation and article IDs you want to migrate. Before making the move to Intercom, there are a couple of things to take care of. Start by creating your teammates and teams on Intercom, just like you did on Zendesk. Additionally, don’t forget to disable notifications and set up custom fields for conversations.

Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat. You could technically consider Intercom a CRM, but it’s really more of a customer-focused communication product. It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be. But it’s designed so well that you really enjoy staying in their inbox and communicating with clients.

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. Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views.

Use HubSpot Service Hub to provide seamless, fast, and delightful customer service. To transfer your data from Zendesk to Intercom, a script will need to be created by an API developer to use the Zendesk and Intercom APIs to fetch and transfer the data. The script will need to align with the data mapping document and account for system rate limits.

This could impact user experience and efficiency for new users grappling with its complexity​​​​​​. Intercom is a customer support platform known for its effective messaging and automation, enhancing in-context support within products, apps, or websites. It features the Intercom Messenger, which works with existing support tools for self-serve or live support. In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers. In addition to these features, Intercom offers messaging automation and real-time visitor insights. Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers.

• Tickets have dependencies on other objects and chronological items like ticket comments that need to be preserved during the transfer.
• You may need support service call recordings for teaching your customer service reps. Our tool allows you import or export them to the expected support service platform as attachments.
• These contain conducting constant security analysis, retaining our servers safe, complying with different regulations, and more.
• You can also use Intercom as a customer service platform, but given its broad focus, you may not get the same level of specialized expertise.
• On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles.

Although the interface may require a learning curve, users find the platform effective and functional. However, Intercom has fewer integration options than Zendesk, which may limit its capabilities for businesses seeking extensive integrations. A helpdesk solution’s user experience and interface are crucial in ensuring efficient Chat PG and intuitive customer support. Let’s evaluate the user experience and interface of both Zendesk and Intercom, considering factors such as ease of navigation, customization options, and overall intuitiveness. We will also consider customer feedback and reviews to provide insights into the usability of each platform.

Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. They’ve been marketing themselves as a messaging platform right from the beginning. Honestly, I was really pleasantly surprised by how responsive the company is. I was able to get responses to virtually every question each time I was asking within a few hours, even considering the time zones. I appreciated the constant follow-up that I received from the Account Managers at Help Desk Migration. The service was excellent, during all the steps of the transition we felt taken care of and monitored perfectly.

You’d probably want to know how much it costs to get each of the platforms for your business, so let’s talk money now. Use ticketing systems to manage the influx and provide your customers with timely responses. Intercom is an all-in-one solution, and compared to Zendesk, Intercom has a less intuitive design and can be complicated for new users to learn. It also offers a confusing pricing structure and fewer integrations, making it less scalable and cost-effective. While migrating from Zendesk to Intercom, a few specific data elements can’t be transferred. These include inline images, knowledge base attachments, CC in tickets, and “Created at” dates for tickets and comments.

Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses. Whether it’s syncing data with your CRM, enhancing communication via messaging platforms, or automating tasks with productivity apps, Zendesk makes it possible. However, if you are looking for a robust messaging solution with customer support features, go for Intercom. Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates. In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply.

However, you can connect Intercom with over 40 compatible phone and video integrations. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. Zendesk is designed with the agent in mind, delivering a modern, intuitive experience. The customizable Zendesk Agent Workspace enables reps to work within a single browser tab with one-click navigation across any channel.

Compare Zendesk vs. Intercom and future-proof your business with reliable, easy-to-use software. In addition to Intercom vs Zendesk, alternative helpdesk solutions are available in the market. ThriveDesk is a feature-rich helpdesk solution that offers a comprehensive set of tools to manage customer support effectively. Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools. However, there are occasional criticisms regarding the effectiveness of its AI chatbot and some interface navigation challenges. The overall sentiment from users indicates a satisfactory level of support, although opinions vary.

You can even save custom dashboards for a more tailored reporting experience. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly. The cheapest plan for small businesses – Essential – costs $39 monthly per seat.

So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. View your users’ Zendesk tickets in Intercom and create new ones directly from conversations. Help Desk Migration has an amazing Free Demo Migration that brings immense value. With this feature, you can effortlessly test the migration and get a sneak peek of the results beforehand. During the demo, our Migration Wizard smoothly transfers a sample of 20 random conversations and articles to Intercom.

This website is using a security service to protect itself from online attacks. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. Pricing for both services varies based on the specific needs and scale of your business. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently.

Intercom stands out for its modern and user-friendly messenger functionality, which includes advanced features with a focus on automation and real-time insights. Its AI Chatbot, Fin, is particularly noted for handling complex queries efficiently. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools. Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier. Zendesk’s Help Center and Intercom’s Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs. With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner.

Unlike Intercom, Zendesk is scalable, intuitively designed for CX, and offers a low total cost of ownership. Zendesk and Intercom offer help desk management solutions to their users. Intercom also offers scalability within its pricing plans, enabling businesses to upgrade to higher tiers as their support needs grow. With its integrated suite of applications, Intercom provides a comprehensive solution that caters to businesses seeking a unified ecosystem to manage customer interactions.