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Zendesk vs Intercom: Which is better? 2023

intercom zendesk integration

With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors intercom zendesk integration aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Altogether, this can significantly impact affordability in the long term. Intercom is the new guy on the block when it comes to help desk ticketing systems.

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Intercom feels more wholesome and is more customer success-oriented, but can be too costly for smaller companies. You can publish your knowledge base articles, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. Intercom is more sales- and customer relationship-oriented, while Zendesk has everything a customer support representative can dream about.

Send conversations to Zendesk from your Inbox

The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. 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. You can collect ticket data from customers when they fill out the ticket, update them manually as you handle the conversation. View your users’ Zendesk tickets in Intercom and create new ones directly from conversations. Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first.

There’s even on-the-spot translation built right in, which is extremely helpful. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. However, as Monese grew and eyed a European expansion, it became clear that the company needed to centralize data in a single solution that would scale along with them. As you can imagine, banking from anywhere requires a flexible, robust customer service experience.

Ticket form

See your customers in real-time and track what they’re doing in your product, then chat with them inside your apps, by email, and via social. Intercom isn’t as great with sales, but it allows for better communication. With Intercom, you can keep track of your customers and what they do on your website in real time.

intercom zendesk integration

The cheapest plan for small businesses – Starter – costs $74 monthly, including 1 seat and 1,000 people reached/mo. Each additional 1,000 contacts on a Starter plan will cost you $19/mo or $79/mo on a Support Pro plan. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for agent seats and people reached, don’t reveal their prices, and offer tons of add-ons at additional cost.

That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. Intercom’s integration capabilities are limited, and some apps don’t integrate well with third-party customer service technology. This can make it more difficult to import CRM data and obtain complete context from customer data. For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce. The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations.

intercom zendesk integration

Sign up for Appy Pie Connect today and start exploring the possibilities of app integration. Find reporting for all articles (including synced articles) in the Articles report. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience.

It’s clear that both of these tools are designed for different use cases. Intercom is geared toward sales, whereas Zendesk includes everything a customer service rep desires. In today’s hyper-competitive, hyper-connected globalized economy, customer experience has become a fundamental differentiator. As customers’ needs are constantly evolving, businesses must adapt and keep up to guarantee the best customer experience and satisfaction.

intercom zendesk integration

But keep in mind that Zendesk is viewed more as a customer support and ticketing solution, while Intercom is CRM functionality oriented. Which means it provides more tools to manage relationships with customers. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc.

Get started

Both Zendesk and Intercom have their own «app stores» where users may find all the integrations. Many powerful integrations are included, such as Salesforce, HubSpot, Mailchimp, Slack, and Zapier. We often tell our clients, it is not a matter of “if” we can solve something, it is “how”. You can connect as many data sources as you need, as well as add an unlimited number of users to your Improvado account.

https://www.metadialog.com/

You can see their attention to detail — from tools to the website. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. If you create a new chat with the team, land on a page with no widget, and go back in the browser for some reason, your chat will go puff. Experience seamless integration across your entire business with Unito. Implement our user-friendly solution in minutes, saving time and resources. Say goodbye to integration delays and unlock efficiency without disruptions.

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You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours. Users also point out that it can take a couple of hours to get used to the flow of tickets, which doesn’t happen in CRM, and they aren’t https://www.metadialog.com/ pleased with the product’s downtime. Depending on your needs, you can set up Intercom on your website or mobile app and add your automations. Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required.

When a conversation is found in Intercom, create a ticket in Zendesk and keep both in sync. You’ll see a green confirmation banner indicating the removal has been successful and synced articles will be deleted from your Articles list. Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. Zapier moves info between your web apps automatically, so you can focus on your most important work. Zapier lets you send info between Intercom and Zendesk automatically—no code required.

intercom zendesk integration

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