Zendesk vs Intercom: Which Is Right For Your Business in 2023?

You should see an error message with a link to set up the integration. When a ticket in progress is open in Zendesk, a Seismic Learning window appears on the right-hand side of the screen, open to either My Assignments or the Learn tab. Once installed, Seismic Learning can be accessed from the toolbar on the left side of a ticket. They’ve been marketing themselves as a messaging platform right from the beginning. Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings. When integrating data, you can fill some Intercom fields that don’t have corresponding Zendesk fields (or vice versa) with constant values.

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. 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.

New Conversation

Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies. Since both are such well-established market leader companies, you can rest assured that whichever one you choose will offer a quality customer service solution. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications. Kaizo’s Zendesk integration helps customer service team managers support their agents through a variety of processes including QA, skills development, and even performance improvement.

Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. Founded in 2007, Zendesk started as a ticketing tool for customer success teams. It was later that they started adding all kinds of other features, like live chat for customer conversations. They bought out the Zopim live chat solution and integrated it with their toolset.

One seamless platform

If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools.

Using this connector, you can bring key actions from Zendesk into your workflows like creating a ticket, updating a ticket, and adding and removing tags. Combine these Zendesk steps, with the numerous built-in intercom zendesk integration steps offered natively in Workflow Builder, to keep work flowing across all your automations–all in one place. Send workflows in messages, embed them in canvases, bookmark them in a channel, and more.

Conversation management

When a conversation is found in Intercom, create a ticket in Zendesk and keep both in sync. 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. Find reporting for all articles (including synced articles) in the Articles report. Yes—as your business’s needs grow, you will require a more sophisticated case management system.

As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to. Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service.

To that end, you can import themes or apply your own custom themes to brand your help center the way you want it. From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. You can even moderate user content to leverage your customer community. Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits. Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs.

You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. There are many features to help bigger customer service teams collaborate more effectively — like private notes or a real-time view of who’s handling a given ticket at the moment, etc. At the same time, the vendor offers powerful reporting capabilities to help you grow and improve your business.