Though Zendesk now considers itself to be a "service-first CRM company," since its founding in 2007, their bread and butter offering has leaned much more heavily toward the "service" part of that equation. Zendesk has a slight edge when it comes to ticketing, but Intercom's automation makes up for it Keeping this general theme in mind, I'll dive deeper into how each software's features compare, so you can decide which use case might best fit your needs. 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? Nope! These are both still very versatile products, so don't think you have to get too siloed into a single use case. You can use it for customer support, but that's not its core strength. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. Zendesk is among the industry's best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Zendesk is angled more for managing customer support, while Intercom is better for managing customer relationships For "most businesses," there are three tiers: Support, Engage, and Convert. Website only shows pricing for Starter ($74 per month for two seats and up to 1,000 people reached per month, billed annually). Also offers Suite Enterprise ($150 per agent per month) and a $215 per agent per month package.
ZEN DESK AND GROOVYHQ PROFESSIONAL
⭐⭐⭐⭐ The lowest tier is still strong, but the highest tier brings lots of extra features: Suite Team ($49 per agent per month), Suite Growth ($79 per agent per month), and Suite Professional ($99 per agent per month). ⭐⭐⭐ Reporting is pretty average but should be sufficient for most users
⭐⭐⭐⭐⭐ Zendesk Explore offers robust reporting capabilities ⭐⭐⭐⭐ Could work as a standalone CRM without needing a separate service, but may require a supplemental product for some users ⭐⭐⭐ Not as effective as a pure CRM, but users can enroll in Sell if they want a strong CRM
⭐⭐⭐⭐ More automation features than Zendesk ⭐⭐⭐ Automation features are fairly limited out of the box ⭐⭐⭐⭐⭐ Chatbots have more advanced features and customizability without sacrificing simplicity ⭐⭐⭐⭐ Chatbots are simple to deploy and fairly effective ⭐⭐⭐⭐ Help center content is also easy to create but not quite as customizable ⭐⭐⭐⭐⭐ Easily create and group resources and customize to fit branding ⭐⭐⭐⭐ Very similar omnichannel messaging dashboard to Zendesk's with slightly less functionality ⭐⭐⭐⭐⭐ All-in-one omnichannel dashboard is sleek, simple, and responsive ⭐⭐⭐⭐⭐ Intercom is comparable to Zendesk for ticketing but has more automation features ⭐⭐⭐⭐ Zendesk excels at ticketing, with easy collaboration, workflows, and triggers
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