How to create tickets in Zendesk from a conversation in Intercom with Custom Actions Help Center

Refer to How to create an authentication with Zendesk for Custom Actions for more details. In terms of pricing, Intercom is considered one of the most expensive tools on the market. And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way.

As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content.

Integrations

This makes it an excellent choice if you want to engage with support and potential and existing customers in real time. Two leading contenders in the customer service platform space, Zendesk and Intercom, have transformed businesses’ customer engagement by offering powerful software solutions that enhance support systems. To select the ideal fit for your business, it is crucial to compare these industry giants and assess which aligns best with your specific requirements. From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers.

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. 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.

Is Zendesk better than Intercom? Our final points

Zendesk and Intercom offer help desk management solutions to their users. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. The customer support platform starts at just $5 per agent per month, which is a very basic customer support tool. If you want dashboard reporting and integrations, you’ll need to pay $19 per agent per month. Multilingual content and other advanced features come with a $49 price per agent per month.

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. 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. They’ve been marketing themselves as a messaging platform right from the beginning. 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. Yes, you can localize the Messenger to work with multiple languages, resolve conversations automatically in multiple languages and support multiple languages in your Help Center.

They have a dedicated help section that provides instructions on how to set up and effectively use Intercom. Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging. But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer zendesk intercom service platform, as it falls short of a full-stack offering. We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools.

In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available. Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. Today, both companies offer a broad range of customer support features, making them both strong contenders in the market. Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows.

For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. Gain valuable insights with Intercom’s analytics and reporting capabilities. Track key metrics, measure campaign success, and optimize customer engagement strategies.

It guarantees continuous omnichannel support that meets customer expectations. If you’re not ready to make the full switch to Intercom just yet, you can integrate Intercom with your Zendesk account. This will provide live data on who your users are and what they do in your app.

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. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away.

• One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions.
• Higher-tier plans in Zendesk come packed with advanced functionalities such as chatbots, customizable knowledge bases, and performance dashboards.
• A trigger is an event that starts a workflow, and an action is an event a Zap performs.
• With a multi-channel ticketing system, Zendesk Support helps you and your team to know exactly who you’re talking to and keep track of tickets throughout all channels without losing context.
• It was later that they started adding all kinds of other features, like live chat for customer conversations.
• Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more.