Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.
$0.99
one-time fee per 1 resolution
Spiceworks Cloud Help Desk
Score 8.1 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management.
$0
(free for 1-5 Seats)
Pricing
Fin by Intercom
Spiceworks Cloud Help Desk
Editions & Modules
Fin with your current helpdesk
$0.99
one-time fee per 1 resolution
Copilot add-on
$35
per month per user
The Early Stage program
$65
per month (6 support seats)
Proactive Support Plus add-on
$99
per month
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin resolution
per month per seat
Core Plan
$0
Premium
$6
per month per user
Offerings
Pricing Offerings
Fin by Intercom
Spiceworks Cloud Help Desk
Free Trial
Yes
No
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Fin comes with a 90-day money-back guarantee. Here's how it works:
Use Fin in at least 250 conversations within the first 90 days after trial. If you're not satisfied, you can request a refund of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.
It's great for a web-enabled tool, so there is immediate ability to give feedback or ask questions. It isn't as easy to set up a desktop application as it would require more coding experience. Some older users are skeptical of its abilities, and that it is taking away from customer service, but in our use, it enhances it - that is a tough barrier to breach.
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
Answering simply queries that can be gotten from information in our help articles - powering self-serve for our customers.
Helping us triage and analyse customer queries by understanding key custom attributed of a conversation and key data points to help us route customers to the right team.
Through automation, helping our teammate be more quick and efficient in resolution times and SLAs.
If I can see that our Fin involvement/resolution rate has increased in one week, it would be great to see the theme of conversations it's resolving, rather than having to dig around to see why there was an increase.
Sometimes the hand-over functionality doesn't work as well as it could, and often Fin errs on the side of resolving the conversation (which I understand because we're charged per resolution), but this can be frustrating to have to sift through and dig these customers back out.
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.
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
The usability of Fin by Intercom is intuitive and easy to use. When I used it for the first time, it didn’t take me long to understand how the platform works and how to set things up. It also provided helpful guidance, and there is a Fin bot that you can use to learn more about the platform and ask questions.
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
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.
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
Fin definitely stacks up pretty much at the same level when it comes to leveraging the input data KB to address customer queries. However reporting flexibility is something missing compared to the two mentioned platforms. The categorization of issues is much easier and accurate making it further analysis less time intensive. Why we selected Finis a difficult question for me to answer as the above platforms are from my previous company and when I moved to my current role Fin was already in place.
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
