Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.5 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Intercom
Score 8.7 out of 10
N/A
Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.
$39
per month per seat
Pricing
FreshdeskIntercom
Editions & Modules
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Essential
$39
per month per seat
Advanced
$99
per month per seat
Expert
$139
per month per seat
The Early Stage program
From $65 for 5 support seats
per month
Proactive Support Plus add-on
from $99
per month
Offerings
Pricing Offerings
FreshdeskIntercom
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAI customer service features included in every plan. Intercom integrates Help desk, AI Chat bot, and Proactive support.
More Pricing Information
Community Pulse
FreshdeskIntercom
Considered Both Products
Freshdesk

No answer on this topic

Intercom
Chose Intercom
Both Intercom and Drift are comparable in terms of their abilities. Although Intercom came into the market first, Drift has done well to keep up with Intercom's updates and offer similar services of its own. Intercom edges out Drift in terms of its abilities and wealth of …
Chose Intercom
The product tours in the Intercom were the reason for picking Intercom over Zendesk and Freshdesk. We are an end-to-end solution, almost an enterprise product - and that needs a bit of user training. We also keep releasing new features. It is not possible to train users in all …
Chose Intercom
Intercom sweeps the floor with Drift. Drift feel poorly made, less polished, and barely focused on customer support. Intercom is the exact opposite of this.

Freshdesk & Zendesk both offered a better experience for tickets in my opinion. Tickets on Intercom being mixed in with …
Chose Intercom
The big hitter is Zendesk, but Intercom excels in places that Zendesk falls down (especially bots and AI).
Chose Intercom
We evaluated a number of products before choosing to move forward with Intercom. No contest, Intercom provided us with the level of tools and support we needed to serve our own customers well. We've been with the company for 3 years now and are sticking around for the …
Chose Intercom
Compared to most of the competitive market, Intercom seems to be the most human/personable approach to customer success, customer service, and technical support. The alternatives are primarily built on an archaic approach - "take a ticket and wait in line" - that we worried …
Top Pros
Top Cons
Features
FreshdeskIntercom
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.3
144 Ratings
6% above category average
Intercom
8.2
117 Ratings
5% above category average
Organize and prioritize service tickets8.7140 Ratings8.4107 Ratings
Expert directory8.194 Ratings8.470 Ratings
Subscription-based notifications8.43 Ratings7.870 Ratings
ITSM collaboration and documentation7.64 Ratings8.577 Ratings
Ticket creation and submission8.7141 Ratings8.3109 Ratings
Ticket response8.6141 Ratings7.7115 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.3
129 Ratings
9% above category average
Intercom
7.3
120 Ratings
4% below category average
External knowledge base8.5115 Ratings7.4119 Ratings
Internal knowledge base8.1119 Ratings7.2102 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.4
137 Ratings
11% above category average
Intercom
8.1
117 Ratings
8% above category average
Customer portal8.0115 Ratings8.593 Ratings
IVR8.243 Ratings7.738 Ratings
Social integration8.672 Ratings7.172 Ratings
Email support8.6137 Ratings8.8111 Ratings
Help Desk CRM integration8.484 Ratings8.384 Ratings
Best Alternatives
FreshdeskIntercom
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.9 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshdeskIntercom
Likelihood to Recommend
8.7
(211 ratings)
9.1
(267 ratings)
Likelihood to Renew
9.9
(14 ratings)
8.9
(19 ratings)
Usability
8.9
(35 ratings)
8.9
(175 ratings)
Availability
9.1
(4 ratings)
9.1
(1 ratings)
Performance
8.7
(4 ratings)
9.1
(1 ratings)
Support Rating
8.5
(33 ratings)
6.9
(10 ratings)
In-Person Training
8.2
(1 ratings)
-
(0 ratings)
Online Training
8.0
(2 ratings)
8.0
(2 ratings)
Implementation Rating
8.3
(141 ratings)
7.5
(5 ratings)
Configurability
8.3
(3 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(3 ratings)
-
(0 ratings)
Ease of integration
8.9
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(4 ratings)
9.1
(1 ratings)
Vendor post-sale
8.0
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.9
(2 ratings)
-
(0 ratings)
User Testimonials
FreshdeskIntercom
Likelihood to Recommend
Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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Intercom
Intercom is particularly helpful when talking to your customer base. Their automation help you start conversations and their inbox lets you keep the conversation going. We build out a new flow every Black Friday and save new FAQ macros to help with the influx of chats. We schedule popups to show up showing we're here to answer questions based on different times of day. Onboarding is particularly handy with Intercom. You can build out a tour that walks your users through different features on the site and it's easy to send that out to your clients right through the chat.
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Pros
Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
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Intercom
  • Intercom's ability to centralize customer communication is a game-changer.
  • Intercom's automation features have saved us time and streamlined workflows.
  • Help desk for users.
  • Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack.
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Cons
Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
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Intercom
  • Pricing - it is not a cheap product and more features could be included in lower tier packages
  • Customer segmentation is not as simple as I would like it to be
  • For being a help desk / customer support company, they are not the fastest at responding to any questions we might have
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Likelihood to Renew
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Intercom
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
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Usability
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Intercom
Everything is very straightforward and easy to see, explore, and use. Intercom provides walkthroughs and helps guides in case something is not apparent to the user and has their agents available to help. I always feel confident when exploring new features or making changes that I can have it accomplished due to the service they provide.
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Reliability and Availability
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Intercom
always there
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Performance
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Intercom
works perfect
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Support Rating
Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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Intercom
Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
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In-Person Training
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Intercom
No answers on this topic
Online Training
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Intercom
Easy to know the learning path
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Implementation Rating
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
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Intercom
The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
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Alternatives Considered
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
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Intercom
I didn't make the call. It was my manager or leadership who decided that, so this one does not apply to me, unfortunately. However, as I've mentioned, it should've been for ease of use and efficiency. The exact reasons are not disclosed to me. Great job Intercom you're doing it great
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Contract Terms and Pricing Model
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Intercom
No answers on this topic
Scalability
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Intercom
No answers on this topic
Return on Investment
Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
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Intercom
  • I like how easy it is to spot the user data needed to assist our members.
  • Love how easy it is to link articles on the chat that will help both us and the customers.
  • I like that the sales force or the tickets is already connected on the chat
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ScreenShots

Intercom Screenshots

Screenshot of AI Agent - The agent resolves 50% of support volume.Screenshot of AI Copilot - A personal AI assistant for every support agent.Screenshot of Omnichannel inbox - AI-enhanced to increase productivity.Screenshot of Tickets - Intercom tickets are designed for collaboration so complex issues are resolved faster.Screenshot of Help Center -  The help center powers AI and self-serve support.Screenshot of Workflows - Automations are built using the Intercom no code visual builder.