What users are saying about
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Top Rated
351 Ratings
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Top Rated
341 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100

Intercom

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Top Rated
341 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    Intercom

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.7
    87%
    60 Ratings
    N/A
    0 Ratings

    Expert directory

    7.8
    78%
    43 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.6
    76%
    4 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.9
    89%
    61 Ratings
    N/A
    0 Ratings

    Ticket response

    8.8
    88%
    61 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.1

    Freshdesk

    81%

    Intercom

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    7.8
    78%
    52 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.4
    84%
    53 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.2

    Freshdesk

    82%

    Intercom

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 5/5 features

    Customer portal

    8.4
    84%
    52 Ratings
    N/A
    0 Ratings

    IVR

    8.2
    82%
    21 Ratings
    N/A
    0 Ratings

    Social integration

    7.9
    79%
    37 Ratings
    N/A
    0 Ratings

    Email support

    8.9
    89%
    60 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 2 areas: Support Rating, Implementation Rating
    • Intercom is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Usability

    Likelihood to Recommend

    8.4

    Freshdesk

    84%
    131 Ratings
    8.9

    Intercom

    89%
    113 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings
    9.0

    Intercom

    90%
    14 Ratings

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings
    9.1

    Intercom

    91%
    20 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings

    Intercom

    N/A
    0 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings

    Intercom

    N/A
    0 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings
    8.0

    Intercom

    80%
    6 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    Intercom

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating

    Intercom

    N/A
    0 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings
    5.0

    Intercom

    50%
    4 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings

    Intercom

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    Intercom

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings

    Intercom

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings

    Intercom

    N/A
    0 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings

    Intercom

    N/A
    0 Ratings

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings

    Intercom

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
    Read full review

    Intercom

    Intercom is, in my opinion, well suited for platform-based SaaS businesses where user engagement dictates your LTV to those customers and feeds back the metrics of how often users access the platform is key to your Account Management strategy and processes. In my experience, enterprise-level organizations very much appreciate Intercom user reporting and will likely start to expect this level of transparency in the very near future as platforms like Intercom become market standard. I would say Intercom is less suitable for Transaction or Throughput /Channel Sale products where your user data and in-platform behaviors are less relevant as the transaction has taken place outside of the platform, so, therefore, your platform usage is externally dependent. Thus Intercom tracking and data become a less relevant lagging indicator rather than a leading indicator with SaaS products.
    Read full review

    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.
    Read full review

    Intercom

    • Intercom is easy to use and understand regardless of your role or technical knowledge
    • They have contextual guides within the product to help you understand how to use their best features
    • They're always improving the product with new useful features such as banners, product tours, and surveys
    Read full review

    Cons

    Freshworks Inc

    • To be honest I never noticed any
    • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
    Read full review

    Intercom

    • Email Blasts: recently we've been told that we won't be able to email blast if our customer base's email failure rate does not decrease. This is something that is largely out of our control and it would be nice if Intercom would just create logic on their end to ignore these instances.
    • Their customer support could have a faster response time. Given the industry we are in, it'd be nice to have prompt customer support. It can take an hour or more to get a response through their own software.
    • Can't think of anything else!
    Read full review

    Pricing Details

    Freshdesk

    Starting Price

    $0 Up to 10 agents per user

    Editions & Modules

    Freshdesk editions and modules pricing
    EditionModules
    Pro$491
    Free$02
    Growth$153
    Enterprise$694

    Footnotes

    1. per month per agent
    2. Up to 10 agents
    3. per month per agent
    4. per month per agent

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Intercom

    Starting Price

    Editions & Modules

    Intercom editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      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
      Read full review

      Intercom

      I am giving Intercom a rating of 10 because we truly use this platform each day. When using the platform, we can have real-time conversations going on with parents, administrators, and even grandparents. They are able to discuss their general support needs and their billing support needs. Having this happen in real-time allows us to move forward with solving the customer issues
      Read full review

      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!
      Read full review

      Intercom

      I can't give it a ten yet because I'm still getting used to the new inbox. That said, I do find Intercom pretty intuitive and have managed to find new features over time. Like, it's really easy to use right off the bat. But it's also flexible and extensible enough that, over time, you can start to adopt new features and extensions to make it even more powerful. So I'd say the balance between usability and extensibility is quite a on point.
      Read full review

      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.
      Read full review

      Intercom

      No answers on this topic

      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.
      Read full review

      Intercom

      No answers on this topic

      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.
      Read full review

      Intercom

      One of the great features about using Intercom is their support is going to be very similar to the support that you will be using with your customers. The chatbot is identical to your chatbot. So not only is user support easy to use and available, but it's a way to also learn how to use this feature.
      Read full review

      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.
      Read full review

      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.
      Read full review

      Intercom

      No answers on this topic

      Implementation Rating

      Freshworks Inc

      For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
      Read full review

      Intercom

      I didn't implement it, but it's supposed to be quite easy through Segment
      Read full review

      Alternatives Considered

      Freshworks Inc

      Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
      Read full review

      Intercom

      I've used Freshchat a few years ago and I found the user interface difficult to get used to. But comparing how intercom fared against it would be unfair in a way since the only thing Intercom did differently is provide an interactive training session with the platform, while it was difficult to get used to Internal in-person training with Freshchat.
      Read full review

      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.
      Read full review

      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.
      Read full review

      Intercom

      No answers on this topic

      Return on Investment

      Freshworks Inc

      • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
      • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
      • Our resolution time and turnaround time have decreased dramatically.
      • We are able to easily keep track of our support performance.
      Read full review

      Intercom

      • Increase in demo sets and deals won by engaging with prospects that hadn't requested a demo yet.
      • Increase in efficiency for our support team to receiving tickets.
      • Boosting registration for our on going training webinars as well as those for new product announcements.
      Read full review

      Screenshots

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