Switching from Zendesk to Intercom Help Center

zendesk to intercom

While both platforms share the common goal of improving customer support, they differ in their approach and specialized functionalities. Understanding these differences is essential in determining which platform aligns better with a business’s specific needs and goals. ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant. Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners. Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools. However, some users find customization challenging, and the platform is considered expensive, requiring careful cost evaluation.

Zendesk Pricing – Sell, Support & Suite Costs – Tech.co

Zendesk Pricing – Sell, Support & Suite Costs.

Posted: Wed, 19 Jul 2023 07:00:00 GMT [source]

For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce. If you are currently using Zendesk as your customer support platform, you might be wondering how to switch to Intercom and transfer your existing historical customer data. Migrating from one platform to another can be a complicated and time-consuming process, especially if you have a lot of data and customizations in your Zendesk account. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger.

Both platforms offer distinct strengths, catering to customer support and engagement aspects. ThriveDesk empowers small businesses to manage real-time customer communications. In addition to Intercom vs Zendesk, alternative helpdesk solutions are available in the market. ThriveDesk is a feature-rich helpdesk solution that offers a comprehensive set of tools to manage customer support effectively.

Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging. With Zendesk, organizational data silos can be a thing of the past. We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools.

Check out this tutorial to import ticket types and tickets data into your Intercom workspace. But we had a great experience working with the Help Desk Migration team, and I would certainly do it again. I also looked for other companies that have gone through this process. But once I made that decision, my experience through the process was great. So we’ve been on Intercom for about three weeks, and it’s been a very good move.

Zendesk vs. Intercom: FAQ

These are just some of the factors that can affect the migration process from Zendesk to Intercom. There may be other aspects that are specific to your business or industry that need to be considered as well. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. Yes, you can integrate the Intercom solution into your Zendesk account.

With years of accomplished data import and export mastery, they can fix any issue joined with your help desk data import or even offer help throughout the entire migration. But it’s designed so well that you really enjoy staying in their inbox and communicating with clients. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options. Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price.

Your best pricing plan will depend on your specific needs and budget. If you are a small business with basic CRM needs, then the Zendesk Support Team or Intercom Starter may be a good option for you. If you are a growing business with more complex CRM needs, then the Zendesk Enterprise or Intercom Pro plan may be a better option for you. About five minutes later, someone from the support team chimed in. We are a software-as-a-service company that helps referee associations and sports leagues.

Zendesk provides limited customer support for its basic plan users, along with costly premium assistance options. On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features. It is tailored for automation and quick access to insights, offering a user-friendly experience.

Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. The Migration Wizard keeps you in the loop with live progress updates, ensuring you stay informed about the number of imported records. On top of that, rest assured that email notifications will be sent your way once your Free Demo or Full Data Migration wraps up.

That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. Understanding your budget constraints, specific business requirements, and long-term goals is crucial. Evaluate factors such as scalability, user-friendliness, integration capabilities, and the type of customer experience you aim to provide before making a decision. The ease of use and customization options play a significant role in the seamless integration of a customer support platform within existing business operations. Analyzing the user-friendliness and customizability of Zendesk and Intercom provides insights into their adaptability to diverse business environments.

Add comments to Zendesk tickets when new tags are added to Intercom users

You’d probably want to know how much it costs to get each of the platforms for your business, so let’s talk money now. The Help Center software by Intercom is also a very efficient tool. You can publish your self-service resources, divide them by categories, and integrate them zendesk to intercom with your messenger to accelerate the whole chat experience. If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff. For us, the game-changer was the ability to run the test migrations.

zendesk to intercom

Intercom can even integrate with Zendesk and other sources to import past help center content. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement.

Zendesk has a strong customer support reputation, a helpful community, and extensive resources. Salesforce Service Regarding live chat capabilities, both Zendesk and Intercom have integrated solutions. However, users often find Intercom’s live chat more user-friendly and feature rich. Intercom’s live chat functionality goes beyond the basics, incorporating targeted messaging, proactive messaging, and sophisticated chatbot capabilities. Intercom is the go-to solution for businesses seeking to elevate customer support and sales processes. With its user-friendly interface and advanced functionalities, Intercom offers a comprehensive suite of tools designed to effectively communicate and engage with customers.

From in-app chat to personalized autoresponders, Intercom provides a unified experience across multiple channels, creating a support ecosystem that nurtures and converts leads. AI and ML make customer service functionalities like chatbots, sentiment analysis, ticket creation, and workflow automation possible. All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences. Both Zendesk and Intercom facilitate sales automation, but Intercom’s sales automation tools are notably more sophisticated and comprehensive. Intercom’s sales automation features encompass advanced functionalities like lead scoring, personalized lead nurturing, and streamlined pipeline management. These capabilities enable businesses to streamline their sales processes, prioritize leads effectively, and manage their sales pipelines with greater efficiency and precision.

zendesk to intercom

If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. They’ve been marketing themselves as a messaging platform right from the beginning. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience.

Pick the most appropriate time to initiate the help desk migration workflow. Start by migrating historical records and then set up the Delta migration option to move your most recently changed tickets. Migrating your Zendesk help content to Intercom Articles is a simple and fast process that does not require any custom development. Just browse to Articles within your Intercom dashboard, and click “Migrate from Zendesk”.

Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available. This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. Intercom enables customers to self-serve through its messaging platform.

Choose Zendesk for a scalable, team-size-based pricing model and Intercom for initial low-cost access with flexibility in adding advanced features. Zendesk’s per-agent pricing structure makes it a budget-friendly option for smaller teams, allowing costs to scale with team growth. You can foun additiona information about ai customer service and artificial intelligence and NLP. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus.


Which means it’s rather a customer relationship management platform than anything else. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?).

We are easy-going yet knowledgeable team of experts who will make sure that what’s important gets done skillfully. Databeys Consultant expert will be knowledgeable about a variety of available products and can assist you in selecting the ideal one for your unique business requirements. Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard. It was a way for us to make a quick transition without spending much of our staff’s time. Our team didn’t have to write our own migration and go through that process.

So, I considered potentially using some of the available add-ons for that and decided we could clean up our Zendesk instance before the migration. And that’s the only piece we did on our own before having the Help Desk Migration team do the migration for us. So, I did take a quick look to see if it was something I could do.

zendesk to intercom

This means the company is still working out some kinks and operating with limited capabilities. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. With thousands of outstanding data imports done by our service, Help Desk migration service has earned plenty of service-connected awards and inspiring feedback. We proceed to get better our solution and move forward novel capacity to cover we’re involving most of your import and export inquirements.

Update Zendesk tickets when new tags are added to Intercom conversations

You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. Zendesk facilitates efficient ticketing, live chat, and knowledge base management, ensuring timely issue resolution. Intercom focuses on personalized messaging, effective lead nurturing, and streamlined communication, fostering a more engaging customer experience. On the other hand, Intercom brings a dynamic approach to customer support. Its suite of tools goes beyond traditional ticketing and focuses on customer engagement and messaging automation.

Our product assists them with assigning referees and umpires to games. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. Experience targeted communication with Intercom’s automation and segmentation features. Create personalized messages Chat PG for specific customer segments, driving engagement and satisfaction. You get a dashboard that makes creating, tracking, and organizing tickets easy. Ever wondered how effective your business could be by merging all email communication with your customer relationship management (CRM) system?

Then, I ran it again after tidying things up to ensure the information was coming correctly. Our team also wanted to make sure that, after the migration, we could attach a Zendesk ticket number https://chat.openai.com/ to each of those conversations. But those processes went smoothly, showing me exactly what I needed to see. When it was time for the migration, I felt confident everything would go smoothly.

Their mission is to handle the assigning and communication needs of leagues and officiating organizations everywhere. Whether stuck in Excel land or seeking an upgrade from your officiating management platform, give Assignr a spin and feel the difference. With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms.

Optimizing the utilization of Zendesk and Intercom involves implementing effective strategies and best practices. Providing actionable tips for businesses to maximize the potential of these platforms enables them to leverage advanced functionalities and enhance their overall customer support operations. In the digital age, customer support platforms have become the cornerstone of ensuring customer satisfaction and retention. Businesses across various industries rely on these platforms to manage and streamline customer interactions, enhance communication, and provide timely assistance. One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions. Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses.

zendesk to intercom

But everything I saw indicated that Help Desk Migration knew what they were doing. We wanted to ensure that, when tickets came in from Zendesk to Intercom, our team could still have the Zendesk ticket number attached to that conversation. It might have been something that the Help Desk Migration team could do, but I didn’t actually ask them.

The more data you have, the longer it will take to transfer it from Zendesk to Intercom. This is because Zendesk has rate limits on how many records can be accessed or transferred per minute or hour. The rate limits also depend on what type of licensing plan you have with Zendesk. For example, an Enterprise plan will allow you to transfer your data at a faster rate than a Professional plan.

Assignr, a small US-based SaaS company since 2009, is your go-to for referees and umpires worldwide. They keep it simple with easy-to-use solutions for organizations of all sizes, all at a budget-friendly price. Gain valuable insights with Intercom’s analytics and reporting capabilities. Track key metrics, measure campaign success, and optimize customer engagement strategies. Integrate Zendesk to automate support workflows, enhance customer interactions, and boost satisfaction. When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses.

Whether you’re migrating from Zendesk to Intercom, use our automated migration solution. It will permit you to migrate all your data to a future platform in just a couple of clicks. Thus, you will be able to have your import or export done in a timely fashion without putting pivotal tasks on the shelf. Depending on the complexity of the script and the amount of your data, the transfer process can take anywhere from a few hours to several weeks.


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