Intercom App Integration with Zendesk Support

Sync Help Center with Zendesk Help Center

zendesk intercom integration

Zendesk + Intercom integration, on the other hand, helps you have the overall context you need to solve customer inquiries faster. Furthermore, you can also customize which data you want to see, including account and usage information, as well as sync user tags back into Intercom. See why should you integrate your software, and which Zendesk integrations are the best choice when it comes to boosting the overall customer experience for your business. All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently. It guarantees continuous omnichannel support that meets customer expectations. If you’re not ready to make the full switch to Intercom just yet, you can integrate Intercom with your Zendesk account.

Yes—as your business’s needs grow, you will require a more sophisticated case management system. But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy. Optimizing your listing can not only boost install numbers but also help you get in front of the right customers. Attend Zendesk Relate 2024 in Las Vegas to learn about the latest industry trends and product innovations, grow your skill set and influence, and exchange ideas with CX experts from around the world.

When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. Zendesk also offers a sales pipeline feature through its Zendesk Sell product.

The cheapest plan for small businesses – Starter – costs $89 monthly, including 2 seats and 1,000 people reached/mo. Pro plan is rather a team plan that costs $395/mo and includes 5 seats. But that’s not it, if you want to resolve customer common questions with the help of the vendor’s new tool – Fin bot, you will have to pay $0.99 per resolution per month.

Zapier’s blog goes in-depth on automating Intercom

The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Dexo 128 is a Zendesk theme with a professional and aesthetic design, brimming with features. All these elements are easily brandable and customizable without any coding required, facilitating the quick launch of a customer-pleasing help center.

G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success. Eidolic is an easy-to-navigate, professional, and mobile responsive theme for Help Center. Effortlessly customize headers, footers, and more without delving into code. Eidolic’s clean design and polished interface elevate your brand image, instilling trust and confidence. Get accurate info in the right place, at the right time, save hours on busywork, and align your team — giving them the freedom to focus and achieve more than ever. You can foun additiona information about ai customer service and artificial intelligence and NLP. Unito supports more fields — like assignees, comments, custom fields, attachments and subtasks.

zendesk intercom integration

So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality.

When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service. Next Matter (Support) connects tasks, teams, tools, and external people in automated workflows, designed to work exactly like you do. Trigger end-to-end workflows directly from Zendesk, and empower any support rep to boost customer experience by owning and resolving workflows like an expert. This tool and sidebar app enables you to run, track, and resolve complex support tickets without leaving Zendesk. Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers. Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools.

A trigger is an event that starts a workflow, and an action is an event a Zap performs. With Zapier, you can integrate everything from basic data entry to end-to-end processes. Here are some of the zendesk intercom integration business-critical workflows that people automate with Zapier. After switching to Intercom, you can start training Custom Answers for Fin right away by importing your historic data from Zendesk.

See why 50,000+ users across the world have chosen Unito

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. Use them to quickly resolve customer question on, for example, how to use your product. You can then create linked tickets for any bug reports or issues that require further troubleshooting by technical teams.

Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey.

Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more. If that sounds good to you, sign up for a free demo to see our software in action and get started. Intercom’s integration capabilities are limited, and some apps don’t integrate well with third-party customer service technology. This can make it more difficult to import CRM data and obtain complete context from customer data.

Popular Intercom Zendesk Integration Scenarios

Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. Learn all about how these integrations can help out your sales and support teams.

Yes, both Intercom and Zendesk let you try out some of their tools for free before you decide to pay for the full version. In order to obtain an idea of the financial consequences that will be incurred by your team as well as the predicted number of clients, it is essential to compare their plans in a meticulous manner. Once on the Parent Portal, you should see the icon for the Intercom Messenger in the bottom right corner.

  • Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers.
  • You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools.
  • All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences.

Fin will use your history to recognize and suggest common questions to create answers for. Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more.

We’ll even flag any content you need to review and give you advice on how to fix it. Just visit Articles in Intercom, click Get started with articles and then Migrate from Zendesk. First, here’s an overview of how concepts you’re familiar with in Zendesk map to Intercom. Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better?

Plain is a new customer support tool with a focus on API integrations – TechCrunch

Plain is a new customer support tool with a focus on API integrations.

Posted: Wed, 09 Nov 2022 08:00:00 GMT [source]

Both systems include pricing plans that are tiered and vary according to the amount of user seats or active contacts. Intercom is primarily concerned with price on a per-user basis, in contrast to Zendesk, which blends user seats with contact tiers when it comes to pricing. Free trials include unlimited changes, active flows, connected tools, custom fields, and more. Find out how easy it is to connect tools with Unito at our next demo webinar. Unito lets you turn Intercom conversations into Zendesk tickets and vice-versa with automated, 2-way updates.

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But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer service platform, as it falls short of a full-stack offering. 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. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context.

This additional cost can be a considerable factor for businesses to consider when evaluating their customer support needs against their budget constraints. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools. Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier. Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts. Because Intercom started as a live chat service, its messenger functionality is very robust. It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not.

Intercom is a complete customer communications platform with bots, apps, product tours, etc. CloudTalk is a 140+ person global tech company transforming customer experience by enabling businesses to build lasting relationships with their customers. If you want to make your support team stand out, you should be searching for new ways to refresh your communication. RightGIF is a perfect tool for that purpose, as it allows you to send relevant GIFs directly from your ticket. This way of communication will definitely set you apart from your competitors, which is why you might want to give the Zendesk + RightGIF integration a try. These days, every innovative business out there automates its processes one way or the other.

This means the company is still working out some kinks and operating with limited capabilities. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. Intercom puts a lot of effort into making a sleek and easy-to-use interface. They want to make a space that makes it easy for people to find their way around and quickly adopt the app. The design philosophy is based on keeping things as simple as possible so that even people who have never used the site before can quickly figure out how it works.

If you wish to add it to your school website and chat with visitors or capture leads, the «All-in-one Essential» is a good place to start. Choose Zendesk for a scalable, team-size-based pricing model and Intercom for initial low-cost access with flexibility in adding advanced features. Intercom stands out for its modern and user-friendly messenger functionality, which includes advanced features with a focus on automation and real-time insights. Its AI Chatbot, Fin, is particularly noted for handling complex queries efficiently. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback. Community managers can also escalate posts to support agents when one-on-one help is needed.

zendesk intercom integration

Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level. It can automatically suggest relevant articles for agents during business hours to share with clients, reducing your support agents’ workload. 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. With Zapier’s 6,000 integrations, you can unify your tools within a connected system to improve your team’s efficiency and deepen their impact.

These are both still very versatile products, so don’t think you have to get too siloed into a single use case. Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install. Fintech startup Novo had to pivot to new ways of working in 2020, just like everyone else. But the company’s story isn’t just one of pandemic-induced change—in the first half of the year, Novo’s client base grew from 2,000 to tens of thousands. Check out the research-backed comparison below to better understand how each solution can add value to your organization.

Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs. Skyvia offers powerful visual editors which allow precise mapping configuration to quickly configure your data migration or synchronization between Intercom and Zendesk. Yes, you can integrate the Intercom solution into your Zendesk account. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. You can collect ticket data from customers when they fill out the ticket, update them manually as you handle the conversation.

zendesk intercom integration

You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. Zendesk is a cloud customer support ticketing system with customer satisfaction prediction. When having an incoming call, you’ll always know who is calling you and you’ll be able to access the full customer history with a single click. This, in turn, will help you provide better and more accurate service to your customers. No matter if you’re a busy salesman or business owner, you should already know by now how difficult it is to acquire new customers.

Zapier lets you build automated workflows between two or more apps—no code necessary. If you see either of these warnings, wait 60 seconds for your Zendesk rate limit to be reset and try again. If this becomes a persistent issue for your team, we recommend contacting Zendesk. When you migrate your articles from Zendesk, we’ll retain your organizational structure for you.

Yes, you can install the Messenger on your iOS or Android app so customers can get in touch from your mobile app. Yes, you can localize the Messenger to work with multiple languages, resolve conversations automatically in multiple languages and support multiple languages in your Help Center. When you switch from Zendesk, you can also create dynamic macros to speed up your response time to common queries, like feature requests and bug reports. If you’ve already set up macros in Zendesk just copy and paste them over. Check out this tutorial to import ticket types and tickets data into your Intercom workspace.

They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. The support documentation is incredibly lackluster, and it’s often impossible to know which guide to use as they have non-sensical terminology that makes even finding the appropriate guide very difficult.

zendesk intercom integration

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?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard. 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.

Intercom is second to none when it comes to providing great customer service, particularly in terms of proactive contact and the customisation of in-app experiences. The extensive automation and robust ticketing operations that Zendesk offers are among the numerous capabilities that the company possesses. 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 solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools.

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