Intercom Customer Communications Platform vs Zendesk comparison

Intercom Customer Communica...

Read 68 Zendesk reviews

5,200 Views
416 Comparison Views

91% willing to recommend

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 2, 2025

Zendesk and Intercom Customer Communications Platform are competing products designed to enhance customer service communications. Zendesk holds an advantage in support and pricing, yet Intercom stands out with its extensive feature set, making it a preferred choice for those valuing robust capabilities.

Features: Zendesk is renowned for its ticketing system, automation options, and AI integrations, ideal for managing high-volume customer queries. Intercom focuses on proactive messaging, comprehensive customer interaction insights, and a modern conversational interface, offering more advanced engagement tools for personalized communication.

Ease of Deployment and Customer Service: Intercom provides a streamlined deployment process and emphasizes marketing automation for swift implementation. Zendesk offers extensive onboarding resources and personalized consultation, leading to a smoother transition for teams handling complex customer support structures.

Pricing and ROI: Zendesk offers competitive pricing options with a strong focus on delivering consistent customer support, resulting in a solid ROI over time. Intercom's pricing may be higher, reflecting its comprehensive feature suite and innovation-driven approach. Zendesk's lower setup costs attract businesses emphasizing cost efficiency, while Intercom’s extensive functionality presents greater long-term ROI potential for those prioritizing interaction versatility over initial investment.

To learn more, read our detailed Intercom Customer Communications Platform vs. Zendesk Report (Updated: December 2025).

Intercom Customer Communications Platform vs. Zendesk

December 2025

Download the complete report

Helped 881,082 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Intercom Customer Communica...

Ranking in CRM Customer Engagement Centers

8th

Ranking in CRM

20th

Average Rating

9.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Social CRM (6th)

Zendesk

Ranking in CRM Customer Engagement Centers

4th

Ranking in CRM

8th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Help Desk Software (4th), IT Service Management (ITSM) (6th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (7th), AI IT Support (7th)

Mindshare comparison

As of January 2026, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 2.8%, up from 0.4% compared to the previous year. The mindshare of Zendesk is 6.9%, up from 6.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Zendesk	6.9%
Intercom Customer Communications Platform	2.8%
Other	90.3%

CRM Customer Engagement Centers

Featured Reviews

Kumar Abhishek Anand

Director at Revivo Technologies

Customer support has improved significantly with seamless chat integration for quick resolutions

The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly. There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial. Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.

Read full review

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"With Zendesk, we have much more signals that we could use to understand better our client patterns."

"The live chat is pretty good because you can create a macro, which is a predefined input we can give customers."

"The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality, allowing users to have conversations without entering their details repeatedly."

"Zendesk Support has a lot of good APIs."

"Time saved is definitely a benefit because it puts all of our tickets in one spot."

"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."

"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"It's a very stable tool, very powerful."

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

More Zendesk pros

Cons

"The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything."

"Sometimes, the solution lags and takes time to update something."

"It would be beneficial if there was a way to train the AI to better understand customer language."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"It wasn't easy to set up so we're only using a third of all of the features,"

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"It needs to improve in terms of its flexibility, price, and installation."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"I would also mention that the Zendesk app on iOS is not very good."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process."

More Zendesk cons

Pricing and Cost Advice

Information not available

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"The price is very competitive."

"From what I hear, Zendesk's pricing is a little expensive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

See which vendors are best for you

Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.

See recommendations

881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Manufacturing Company

Performing Arts

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What needs improvement with Intercom Customer Communications Platform?

We did not explore them. The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything....

What is your primary use case for Intercom Customer Communications Platform?

Intercom Customer Communications Platform is for monitoring and visualizing data. Basically, it is used to know exactly what is happening. We monitor the software via logs, and whatever errors appe...

What advice do you have for others considering Intercom Customer Communications Platform?

Since I was not part of the pricing discussion, I am not completely sure about the conditions that we had at the moment, so I could not tell you exactly. My overall review rating for Intercom Custo...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

Sprinklr vs Intercom Customer Communications Platform

Comparisons

Compared 16% of the time

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

Compared 15% of the time

Nimble CRM vs Intercom Customer Communications Platform

Compared 14% of the time

Attio vs Intercom Customer Communications Platform

Compared 12% of the time

Qualtrics XM Platform vs Intercom Customer Communications Platform

Compared 10% of the time

More Intercom Customer Communications Platform Competitors

ServiceNow vs Zendesk

Compared 13% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

Freshservice vs Zendesk

Compared 6% of the time

NICE CXone vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 3% of the time

More Zendesk Competitors

Product Reports

Intercom Customer Communications Platform

January 2026

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Download Zendesk product report

January 2026

Also Known As

Intercom

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Intercom Customer Communications Platform is designed to enhance interactions between businesses and their customers, offering a suite of tools for communication management. It caters to businesses looking to streamline communication and improve customer experience.

Intercom facilitates seamless customer interactions, supporting businesses in delivering personalized communication at scale. Its capabilities range from live chat and email integration to automation features. Known for its usability, Intercom simplifies customer support and engagement, supporting teams in reducing response times and improving satisfaction rates.

What are the key features of Intercom Customer Communications Platform?

Live Chat: Real-time messaging to engage customers effectively on your website.
Email Integration: Seamlessly connects with email systems to ensure consistent communication.
Automation: Automates repetitive tasks, freeing up time for more complex customer interactions.
Customer Segmentation: Allows tailored messaging based on customer data, enhancing personalization.

Why invest in Intercom Customer Communications Platform?

Enhanced Customer Experience: Tools that provide personalized customer interactions, improving satisfaction.
Increased Efficiency: Automation and segmentation reduce manual workload and optimize resources.
Faster Response Times: Reduces the time taken to address customer queries, improving service quality.

Intercom is utilized across sectors such as e-commerce, where live chat features enhance the shopping experience. In SaaS, it integrates with various apps to streamline user support. Its automation aids customer service in tech industries, providing consistent support without additional workforce strain.

Intercom

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber