What users are saying about
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Top Rated
237 Ratings
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Top Rated
289 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100

Intercom

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Top Rated
289 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

Intercom

It is great for businesses that see the use in having a chat bot, or drip campaign to maintain relationships with their clients, but don't necessarily have the funds to support a larger scale operation. Having someone on your team that is already familiar with the product is a huge benefit as the training to get going on it can take a white glove approach due to the customizability of every businesses marketing and communication needs. I wouldn't necessarily suggest it to larger companies who require an explicit integration with SalesForce, unless they have the man power to have someone dedicated to verifying shared information to maintain integrity in the data/segmentation/frequency of engagement.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Intercom
Organize and prioritize service tickets
Freshdesk
9.0
Intercom
Expert directory
Freshdesk
8.4
Intercom
Subscription-based notifications
Freshdesk
8.4
Intercom
ITSM collaboration and documentation
Freshdesk
7.6
Intercom
Ticket creation and submission
Freshdesk
9.3
Intercom
Ticket response
Freshdesk
9.7
Intercom

Self Help Community

Freshdesk
8.3
Intercom
External knowledge base
Freshdesk
8.7
Intercom
Internal knowledge base
Freshdesk
7.9
Intercom

Multi-Channel Help

Freshdesk
7.4
Intercom
Customer portal
Freshdesk
8.4
Intercom
IVR
Freshdesk
3.0
Intercom
Social integration
Freshdesk
7.6
Intercom
Email support
Freshdesk
9.8
Intercom
Help Desk CRM integration
Freshdesk
8.3
Intercom

Pros

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

Intercom

  • Intercom is fantastic for opening the lines of communication with customers.
  • Intercom makes it easy for cross-functional teams to have visibility into the customers' world and to be a part of the conversation.
  • Intercom is a complete solution for helping Customer Success & Support teams get off the ground.
Jacob Pitcher | TrustRadius Reviewer

Cons

Freshdesk

  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
John Reitz | TrustRadius Reviewer

Intercom

  • Targeting messages appropriately
  • We often have several messages compounding on top of each other
  • I'd love if they could notify people who have not marked our announcements/messages/communication as read so that they don't end up having several un-related messages overwhelming them
  • When a thread is continued from a previous questions, I wish it was more obvious that the conversation had already been started with a particular person
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Intercom

Intercom 9.0
Based on 4 answers
It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ
Ariana Thompson | TrustRadius Reviewer

Usability

Freshdesk

Freshdesk 8.8
Based on 18 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

Intercom

Intercom 8.0
Based on 2 answers
It is very easy to learn and use for newbies. They use their features to help the user learn how to work Intercom. I was guided by product tours several times during my initial training. Being slightly more advanced with technology, I wish I could make more changes to the platform, but they have designed it in a way to make it easier for all levels of tech users.
Anonymous | TrustRadius Reviewer

Support Rating

Freshdesk

Freshdesk 9.1
Based on 19 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

Intercom

Intercom 8.0
Based on 5 answers
We received an almost immediate response, however, despite the issue being quite urgent and stating that, we did not receive an update for almost an entire day. When we requested an update, we were told that this was due to time differences between the person that received the request and us. The timely nature of support should not be dependent on a single person
George Markou | TrustRadius Reviewer

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Intercom

Intercom 10.0
Based on 3 answers
Super easy implementation, no issues whatsoever, I can say I envy this part of Intercom
Ziv Peled | TrustRadius Reviewer

Alternatives Considered

Freshdesk

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Anonymous | TrustRadius Reviewer

Intercom

SnapEngage allows you to:
  1. Customize CSAT/CES/NPS scores and questions from your customers about your agents.
  2. Automatically import chats to your CRM.
SnapEngage is not a perfect tool but also allows easy stipulation-setting for when the chats should appear on different web pages. It also tracks these stats once they are live on the site.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshdesk

  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Anonymous | TrustRadius Reviewer

Intercom

  • We've seen an increase in number of registrations for webinars by advertising them in-app using intercom.
  • Greater awareness of product releases which has help reduce frustration and promote satisfaction and ultimately stickiness to product.
  • Greater number of leads because visitors to website are more likely to submit a query in a chat box than send a direct email.
Nikhil George | TrustRadius Reviewer

Screenshots

Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$15.002
Garden$35.002
Estate$49.002
Forest$99.002
Estate Omnichannel$79.002
Forest Omnichannel$139.002
  1. none
  2. Per Agent/Per Month (billed annually)
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

Intercom

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Intercom Editions & Modules

Edition
Conversational Marketing$4991
Conversational Customer Engagement$4991
Conversational Support$4991
Start$391
Grow$991
Product Tours$1991
  1. per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Intercom
8.4

Likelihood to Renew

Freshdesk
10.0
Intercom
9.0

Usability

Freshdesk
8.8
Intercom
8.0

Support Rating

Freshdesk
9.1
Intercom
8.0

Implementation Rating

Freshdesk
10.0
Intercom
10.0

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