Intercom vs Freshdesk

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Our analysts compared Intercom vs Freshdesk based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Product Basics

Intercom is a conversational platform that personalizes messaging throughout the customer journey using customer, company and behavioral data. It offers chatbots, marketing campaigns, self-service functions, proactive tours and more. Collaborative inboxes, reporting and automated workflows help users interact with customers across all channels.

It integrates with out-of-the-box modules to automate actions and sync data and allows users to build their setups based on business needs. Businesses can see who uses their products and communicate with customers via targeted, behavior-driven emails and in-app messages.
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Freshdesk is a cloud-based customer service solution that ensures increased satisfaction and engagement. It simplifies ticketing with customization options for agent roles, ticket forms, portals and more. Users can manage identity and information access for improved data security.

It offers field service modules that include omnichannel customer engagement, quick query resolution, automatic appointment management and a map view that lets users track dispatches in real time. Android and iOS support allow field employees to plan, monitor and track appointments, updates and customer communication conveniently. Its other offerings include widget customization, scheduled and customized reports, intelligent ticket assignment and more.

  • Pros
  • Easy to use interface
  • Scalable for large teams
  • Automation capabilities
  • Reporting & Analytics
  • Mobile app available
  • Cons
  • Limited free plan
  • Customization options
  • Reporting can be complex
  • Higher pricing for some plans
  • Limited multilingual support
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$39/Seat, Monthly
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$15/User, Monthly
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Tailored to your specific needs
Small 
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Medium 
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Large 
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Small 
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Medium 
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Large 
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Customize Bots: Build code-free bots that automatically triage conversations, initiate contact using advanced targeting and engage high-intent leads. 
  • Reply Faster: Apply macros or pre-written responses to maintain a consistent support experience even when live agents are unavailable. Automate repetitive actions, like tagging, assigning and updating tickets, across multiple conversations at once. 
  • Market Effectively: Engage potential leads with personalized messages to support the sales process and improve branding in real time. 
  • Enhance Support: Use the Conversational Support Starter Kit to learn how to combine proactive self-serve, AI-powered and human support to resolve customer issues at scale. 
  • Integrate Easily: Connect with tools like Marketo, Shopify and Stripe to enhance data interoperability and automate workflows. 
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  • Improved Productivity:  Assign tickets automatically to agents and groups based on various details, including their workloads and skills. Also, auto-assign emails, calls and chats to agents based on keywords and available bandwidth for better productivity. 
  • Better Efficiency: Schedule regular reports to analyze and improve agent performance using different help desk metrics. Measure customer satisfaction based on their satisfaction reports to improve services. 
  • Stronger Teamwork: Facilitate better collaboration between different departments for quicker resolution of customer issues, with linked tickets to keep track of vast issues and team huddle for discussions with experts. 
  • Data Security: Secure confidential data and customer information with state-of-the-art data security. Whitelist IP ranges, restrict login access and set up single sign on script for credentials authentication. 
  • AI Support: Enable faster resolution of customer issues with AI supported chatbots that provide instantaneous answers. 
  • Accessibility: Allow agents exclusive access to login on the go. Conveniently access solutions via website, mobile app and chatbot. 
  • Save Time: Automate mundane tasks so that agents can focus better on resolving customer issues. 
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  • Mobile Carousels: Manage communication with a customizable, code-free interface on a single or multiple screens. Request device permissions, add deep links, send dynamic carousel messages, open URLs, start conversations in the messenger and give users the option to chat with support. 
  • Team Messaging: Organize and respond to conversations on web, mobile and email and social channels from a central location. Create separate inboxes for support and sales, set permissions and use notes to collaborate on difficult questions.  
  • Product Tours: Create customizable interactive guides to orient new customers and explain products.  
  • Series Visual Campaign Builder: Use a drag-and-drop visual campaign builder to create behavior-based customer messaging campaigns. Send in-app and in-product messages and make feature announcements. Adjust paths for wait time, message type and unique tags. 
  • Conversational Support: Manage, route and prioritize conversations. Automate answers to common questions with the Resolution Bot. Customize user experience with intelligent chatbots based on customer behavior. 
  • Customer Data: Track unique business and customer data, like business type, location, pricing plan, product type and spend. Integrate data from a tech stack to personalize interactions and keep information up to date.
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  • Ticketing Management: Deliver higher quality customer service with collaborative ticketing. Convert customer issues from different channels into resolvable tickets. Offers: 
    •  Team inbox to prioritize and assign tickets based on keywords. 
    •  AI-supported ticketing to improve agents’ efficiency and save time. 
    •  SLA management to measure agents’ performance and set customer expectations for response times. 
  • Omnichannel: Consolidate various support-related communications channels like email, phone, chat, website, WhatsApp, Facebook and Twitter to ensure a seamless customer experience as well as faster query resolution. 
  • Service Management: Create service tasks and field technician groups for tickets on the basis of location, priority and other aspects. To manage field operations, it also includes: 
    •  Scheduling dashboard to keep track of appointments, tasks and field team workloads. 
    •  Mobile field service to keep technicians updated on the fly. 
    •  Automated time-tracking to monitor billable hours. 
    •  Single swipe attachment of customer signatures to the service tasks via the mobile app. 
  • Reporting and Analytics: Schedule reports at regular intervals and customize them according to various requirements. Access actionable insights using data in different chart styles and visualizations. 
  • Customization: Customize workflows, customer portal and agents for optimum productivity based on specific business requirements. Its customization can be leveraged in the following ways: 
    •  Customized ticket forms. 
    •  Custom URL for smooth customer experience. 
    •  Building and integration of customized apps. 
    •  Custom segmentation of customers for personalized support. 
  • Automation: Automate notifications to agents and customers for any updates in their tickets. Automatically execute maintenance activities and implement actions on tickets based on the time lapsed since an event. 
  • Identity and Access Management: Allow and restrict agents as well as customers to log in to their accounts using single sign on script from anywhere using IP whitelisting and a VPN. 
  • Customer Self-Service: Enable efficient customer self-service with automated suggestion pop ups, knowledge base articles and by converting critical issues in the community into resolvable tickets. 
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Product Ranking

#6

among all
Help Desk Software

#7

among all
Help Desk Software

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Analyst Rating Summary

83
86
58
83
76
55
100
93
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Dashboards and Reporting
Email Management
Integrations and Extensibility
Platform Capabilities
Integrations and Extensibility
Platform Security
Platform Capabilities
Ticket Management
Team Collaboration

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Intercom
Freshdesk
+ Add Product + Add Product
Agent Productivity Call Center Management Dashboards And Reporting Email Management Live Chat Management Mobile Capabilities Platform Capabilities Team Collaboration Ticket Management 58 76 100 98 81 80 85 80 70 83 55 93 92 39 58 97 95 97 0 25 50 75 100
50%
0%
50%
83%
0%
17%
50%
0%
50%
0%
92%
8%
100%
0%
0%
83%
17%
0%
100%
0%
0%
86%
0%
14%
73%
0%
27%
0%
45%
55%
80%
0%
20%
60%
0%
40%
83%
0%
17%
92%
4%
4%
50%
17%
33%
83%
17%
0%
71%
0%
29%
94%
0%
6%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

89%
0%
11%
100%
0%
0%
78%
0%
22%
100%
0%
0%

User Sentiment Summary

Great User Sentiment 3224 reviews
Great User Sentiment 4697 reviews
89%
of users recommend this product

Intercom has a 'great' User Satisfaction Rating of 89% when considering 3224 user reviews from 6 recognized software review sites.

89%
of users recommend this product

Freshdesk has a 'great' User Satisfaction Rating of 89% when considering 4697 user reviews from 5 recognized software review sites.

5.0 (19)
5.0 (22)
4.4 (1333)
4.4 (2352)
4.52 (859)
4.63 (8)
n/a
4.5 (2229)
4.5 (754)
n/a
4.4 (147)
n/a
4.2 (112)
4.3 (86)

Awards

SelectHub research analysts have evaluated Intercom and concluded it earns best-in-class honors for Dashboards and Reporting.

Dashboards and Reporting Award

SelectHub research analysts have evaluated Freshdesk and concluded it earns best-in-class honors for Ticket Management and Integrations and Extensibility.

Ticket Management Award
Integrations and Extensibility Award

Synopsis of User Ratings and Reviews

Usability: The platform is easy to use, straightforward and intuitive, according to 94% of users who commented on this aspect.
Customer Support: According to 74% of users who mentioned this, support reps are knowledgeable and helpful.
Training: Of the total users who commented on this feature, 90% liked the onboarding resources, training guides and simplicity of navigation.
Communication: 90% of users who commented on this appreciated being able to answer a high volume of questions, customize bots, automate responses and organize conversations.
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User-Friendly Interface: Freshdesk is praised for its intuitive design and straightforward navigation. This minimizes onboarding time for new agents and reduces the learning curve, allowing them to become productive more quickly. Think of it as a user-friendly smartphone app compared to a clunky, feature-laden desktop program. This ease of use translates into faster issue resolution and improved overall efficiency.
Scalability & Customization: Freshdesk caters to businesses of all sizes, from startups to large enterprises. Its flexible plans and customization options allow businesses to tailor the platform to their specific needs. For instance, a small team might prioritize a simple ticketing system, while a larger organization can leverage features like custom automations or in-depth reporting for more complex workflows.
Mobile Accessibility: Freshdesk offers mobile apps for agents and customers, enabling them to access the platform and manage inquiries on the go. This is particularly valuable for remote teams or situations where agents need to be available outside the office. Imagine a field technician using the mobile app to update a customer ticket while on-site, improving responsiveness and streamlining the resolution process.
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Value for Money: The pricing is hard to understand and skews expensive, according to 100% of users who mentioned this.
Reporting: According to 67% of users who reviewed this feature, internal reports are limited and inaccurate.
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Limited Free Plan Functionality: While Freshdesk offers a free plan, it can be restrictive for businesses with growing needs. Features like custom automations, advanced reporting, and integrations are often reserved for paid plans. This can limit its usefulness for businesses seeking a comprehensive help desk solution without upfront investment.
Reporting Complexity: Freshdesk's reporting capabilities, particularly in lower-tier plans, can be cumbersome to navigate and require some technical expertise to generate insightful data. Some users report that creating custom reports or filtering data can be time-consuming, hindering efforts to effectively track key performance indicators (KPIs) and measure support team effectiveness. Imagine sifting through an overflowing email inbox to find a specific message compared to having a well-organized filing system with clear labels.
Limited Multilingual Support: Freshdesk's interface and support resources are primarily available in English. This can be a drawback for businesses operating in international markets or with a multilingual customer base. While some basic translations are available, they might be limited or not comprehensive, potentially hindering effective communication with non-English speaking customers and agents.
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Intercom offers a comprehensive platform to manage communications and increase engagement, via chatbots, product tours, email campaigns, automated answers and more. Based on user reviews, the product offers an intuitive interface, excellent customer support and useful onboarding resources. Users appreciated that they can customize automated tasks and in-app messages. Many reviewers also liked that they can assign conversations, use add-ons, send emails, send attachments and handle all customer outreach from a single platform. However, some users mentioned that the product is expensive and has limited reporting capabilities. All things considered, Intercom is a great solution for businesses in need of a complete communications platform.

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Freshdesk garners praise for its user-friendly interface and intuitive design, which minimizes training time for new agents and gets them up to speed faster. This is particularly important for businesses with high agent turnover or seasonal spikes in support requests. When compared to competitors offering a steeper learning curve, Freshdesk allows teams to become productive quicker, leading to faster issue resolution and improved customer satisfaction. However, Freshdesk's free plan, while suitable for small teams or those starting out, can be limiting for businesses requiring advanced features. Features like custom automations, powerful reporting, and integrations are often reserved for paid plans. This can be a dealbreaker for businesses seeking a comprehensive help desk solution without a significant upfront investment. Here, competitors offering more robust functionalities in their free tiers might be more suitable. Overall, Freshdesk shines for its user-friendliness, scalability, and mobile accessibility. The ability to customize the platform to fit specific workflows and the availability of mobile apps for agents and customers are valuable assets. However, its limited free plan functionality and potentially complex reporting can be drawbacks. Freshdesk is best suited for small and medium-sized businesses seeking an easy-to-use and scalable help desk solution, particularly those with limited technical expertise or a mobile workforce. For larger enterprises with complex workflows or multilingual customer bases, competitors offering more powerful reporting capabilities or broader language support might be a better fit.

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Screenshots

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