Fin by Intercom vs. Zendesk Suite

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Fin by Intercom	Score8.5 out of 10	N/A	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
Zendesk Suite	Score8.8 out of 10	N/A	Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.	$69 per month per agent

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.

20% discount available with annual pricing.

Community Pulse
Key User Insights
	Fin by Intercom	Zendesk Suite
Considered Both Products	Intercom Lorrayne Soares Líder de Produtos in Product Management at Mainô (Information Technology & Services, 51-200 employees) Chose Fin by Intercom As explained previously, most of these platforms were focused on tickets, most reports only work with tickets, there is no way to postpone a service without turning it into a ticket, and since our response time target is a maximum of 2 minutes, these platforms were unable to … Incentivized Helpful? Verified User Chose Fin by Intercom The intercom is more intuitive and provides easier management and personalization of our conversations. It's been a while since I used Zendesk, so this might have changed, but Intercom provides a bigger catalog of functionality targeted to product marketing, such as emails, … Incentivized Helpful? Agne Caunt Head of Customer Success in Customer Service at Dock (Computer & Network Security, 11-50 employees) Chose Fin by Intercom Intercom is much more flexible and modern than Zendesk, UI is better. Zendesk is better at multiple brand experience and localisation. Incentivized Helpful? Verified User Chose Fin by Intercom It came down to price, features, and usability. Interocm has always been very friendly to start-ups. Incentivized Helpful? Verified User Chose Fin by Intercom Intercom is easier for inbound + outbound comms and has more tooling overall Incentivized Helpful? Verified User Chose Fin by Intercom Unlike Zendesk, Intercom has done it right, and continues to do so. Don't underestimate how important this is, we are many out in the market that feels this way Incentivized Helpful? Verified User Chose Fin by Intercom Intercom is a lot smoother and has more integration ability. It's macro features are a lot easier to navigate and control as well. The help center is also a huge bonus and the way it integrates into the chat is a lot less stressful to put together and utilize. Intercom makes … Incentivized Helpful? Lucía Achigar Support team lead in Customer Service at Bunker DB (Information Technology & Services, 51-200 employees) Chose Fin by Intercom Intercom is better built for automations and proactive support. Incentivized Helpful? Verified User Chose Fin by Intercom Intercom is the preferred choice. I used to use Zendesk previously. Incentivized Helpful? Verified User Chose Fin by Intercom Intercom's live chat allowed us to exceed the work we were doing in Zendesk Incentivized Helpful? Niels Dewulf 📦 Product Design/Development Engineer in Engineering at Paperbox (Information Technology & Services, 1-10 employees) Chose Fin by Intercom Zendesk is cheaper but offers a less usable UI and is mostly for email support. Incentivized Helpful? Verified User Chose Fin by Intercom The big hitter is Zendesk, but Intercom excels in places that Zendesk falls down (especially bots and AI). Incentivized Helpful? Jason Kelly Customer Care Specialist in Customer Service at Silvertree Labs (Medical Device, 11-50 employees) Chose Fin by Intercom Intercom sweeps the floor with Drift. Drift feel poorly made, less polished, and barely focused on customer support. Intercom is the exact opposite of this. Freshdesk & Zendesk both offered a better experience for tickets in my opinion. Tickets on Intercom being mixed in with … Incentivized Helpful? Verified User Chose Fin by Intercom Intercom is more convenient for the online help articles we can publish. Incentivized Helpful? Verified User Chose Fin by Intercom Intercom missing the merging option, it's way easier but the merging is very important. However, Zendesk is little bit old fashion and not modern like Intercom Incentivized Helpful? Verified User Chose Fin by Intercom Intercom offers really good and consistent application for our clients to talk to us. Chat support is the fastest way to contact us and intercom has made it happen. Incentivized Helpful? Verified User Chose Fin by Intercom I implemented Zendesk at a previous organization where we actually moved away from Intercom. I greatly preferred Intercom for functionality, ease of use, and even reliability for our websites and in-platform live chat widget. We moved to ZenDesk to have a streamlined … Incentivized Helpful? Verified User Chose Fin by Intercom We used Zendesk at my last company and don't use ZD at all at my current company. Our customers love love love our fast, bot-fee cs/help. You can set up bots in Intercom, but we only use automated routing. We like to give a human touch. We haven't yet exploited the ability to … Incentivized Helpful? Monalisa Neves Customer Success Specialist in Customer Service at Versat ERP (Information Technology & Services, 11-50 employees) Chose Fin by Intercom I believe Intercom offers and better and less buggy overall user experience. Incentivized Helpful? Verified User Chose Fin by Intercom Intercom was built as a chat-first support system, but that UX doesn't translate well to email or form-based support processes. Zendesk is built for email first support and has a pretty good chat support experience, but it lacks a lot of automation that Intercom includes. For … Incentivized Helpful? Verified User Chose Fin by Intercom Intercom provides amazing quality of support. Although sometimes they might take few hours to respond but the response that you would receive will be very satisfactory and to the point. It has everything that a user needs. They are easy to do business with. Setting up the … Incentivized Helpful? Will Goad Director of Implementation in Professional Services at Workgroups DaVinci (Computer Software, 11-50 employees) Chose Fin by Intercom I have also utilized Zendesk and YouTrack for ticketing. Intercom was chosen because of price and ease of use. Additionally, if you are integrating chat into your application, it is easier to plug in than Zendesk. I think that Intercom's ease of use and cost will likely … Incentivized Helpful? Thomas Harding Chief Executive Officer in Corporate at Mish Guru (Computer Software, 11-50 employees) Chose Fin by Intercom We have evaluated Zendesk multiple times, however, ultimately, their lack of support for React-based apps meant that the cost of setup was not going to be worth it for us. Zendesk also appears to be a number of products that have been haphazardly glued together rather than a … Incentivized Helpful?	Zendesk Verified User Chose Zendesk Suite Zendesk has much more functionality on the canned responses so the team saves time in selecting the repeated small issues and reduces the chance of error, or the team member frankly getting bored. Secondary the tickets system is far superior to Intercom especially how it keeps … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk is the best choice for us as a moderate-sized, growing company. Zendesk allows us to track our call volume and easily categorize our data. Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk is more established than these two companies and provides a more robust solution for multi-channel support. Intercom is better suited for chat support and Freshdesk doesn't offer as many features and Zendesk does. Incentivized Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

Fin by Intercom

Zendesk Suite

Comparison of Incident and problem management features of Fin by Intercom and Zendesk Suite
Feature	Fin by Intercom - Ratings	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	00 Ratings	9.1153 Ratings
Expert directory	00 Ratings	8.3102 Ratings
Subscription-based notifications	00 Ratings	8.6106 Ratings
ITSM collaboration and documentation	00 Ratings	8.5104 Ratings
Ticket creation and submission	00 Ratings	9.3153 Ratings
Ticket response	00 Ratings	9.3152 Ratings

Comparison of Self Help Community features of Fin by Intercom and Zendesk Suite
Feature	Fin by Intercom - Ratings	Zendesk Suite 8.5 139 Ratings
External knowledge base	00 Ratings	8.5133 Ratings
Internal knowledge base	00 Ratings	8.5127 Ratings

Comparison of Multi-Channel Help features of Fin by Intercom and Zendesk Suite
Feature	Fin by Intercom - Ratings	Zendesk Suite 9.0 150 Ratings
Customer portal	00 Ratings	9.2121 Ratings
IVR	00 Ratings	8.659 Ratings
Social integration	00 Ratings	8.697 Ratings
Email support	00 Ratings	9.4147 Ratings
Help Desk CRM integration	00 Ratings	9.2112 Ratings

User Ratings
	Fin by Intercom	Zendesk Suite
Likelihood to Recommend	8.2 (321 ratings)	9.0 (192 ratings)
Likelihood to Renew	10.0 (21 ratings)	10.0 (43 ratings)
Usability	8.8 (228 ratings)	8.9 (65 ratings)
Availability	9.1 (1 ratings)	8.6 (13 ratings)
Performance	9.1 (1 ratings)	8.0 (10 ratings)
Support Rating	5.7 (10 ratings)	5.5 (31 ratings)
In-Person Training	- (0 ratings)	10.0 (1 ratings)
Online Training	7.4 (2 ratings)	7.9 (9 ratings)
Implementation Rating	6.6 (5 ratings)	9.0 (18 ratings)
Configurability	- (0 ratings)	9.3 (3 ratings)
Product Scalability	9.1 (1 ratings)	- (0 ratings)

Fin by Intercom vs. Zendesk Suite

Fin by Intercom

Zendesk Suite

Add Product

Recommended Comparisons