Seamless Support and Reporting
May 08, 2025

Seamless Support and Reporting

Scott Olinger | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We are a high volume support team. Our clients are in the medical field and need assistance using our software in as quickly as possible. Intercom has the tools and features available to help us route new inquiries quickly. We average 20 conversations a day per support analyst. Intercom's reporting features also help us see our volume and responsiveness overtime.

Pros

  • User Interface/Experience
  • Reporting
  • Custom Attributes
  • Platform Integration

Cons

  • Allow users to change the ticket type after it is created
  • Conversation Export. We have trouble sharing the content of conversations within our organization unless the user has a license
  • The AI summaries save time communicating the issue to other teams
  • The time tracking feature has shown upper management how many resources we require
There was not much of a learning curve to learning this ticketing software. I understood how to use it intuitively. The reporting feature is the only piece that I could use training on, but report generation is inherently more technical. We are just starting to use the AI agent, but so far, it has been relatively useful for conversation summaries.
We do not use the Helpdesk. We are piloting Fin right now, and are trying to train it so that it can respond to clients.
I did not choose which platform our support teams used. But I did not like NetSuite because it sent out a lot of email updates and required the client to reply to the correct email in order to have everything tracked. ServiceNow was pretty similar. The reports in ServiceNow were also totally manual and required us to employ an engineer. Intercom's instant messaging is more direct and doesn't put any of the burden on the customer to communicate back to us in the proper channel.

Do you think Fin by Intercom delivers good value for the price?

Yes

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

I've been in software for about a decade and in support for 7 years. I've used a lot of ticketing platforms. Intercom is my favorite. Others are clunky, require a lot of steps to assign and maintain tickets, and rely on outdated email integrations that make responding to your clients slow and clunky. The instant messaging platform operates like an IM for your client, but you have all the sophisticated tracking and metrics built in on the back end. All the client has to do is write back and they are confident that they will receive a response quickly.

Fin by Intercom Feature Ratings

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