Routing Zendesk tickets into Intercom Zendesk help

As you can imagine, banking from anywhere requires a flexible, robust customer service experience. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. 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. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace.

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. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy. The total listed in the email includes all the different languages that the article exists in. An article with translations in English, French and Portuguese will count as 3 articles in the email. After the migration has completed, refresh the Articles list to see your new articles and collections.

You’ll have to to grant us with your Zendesk login credentials to be able to carry out the export. You won’t get stuck looking at your monitor and waiting for the progress bar to go forth. Continue running your business as though it’s a usual workday.You don’t need to waste hours to regulate every stage on your own.

You can do this by going to your settings within Zendesk (click on the cog on the left hand side), and navigating to API in the ‘Channels’ section. Synced articles and their content will be also retrievable from the Public API similar to Intercom articles. However, you won’t be able to edit or manipulate synced articles via API calls.You can check out this article on how to get started. Find reporting for all articles (including synced articles) in the Articles report. Synced articles and their content will be retrievable from the Public API similar to Intercom articles.

Intercom vs. Zendesk: Ticketing System

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. The Zendesk support system stands out in particular because of its enormous integration ecosystem, which includes a wide variety of plugins and applications developed by third-party developers. The availability of this variety enables users to link Zendesk with a wide range of applications and services in a seamless manner, which results in a workflow that is more streamlined and efficient.

Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. You can foun additiona information about ai customer service and artificial intelligence and NLP. On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost.

Zendesk’s Admin Center provides tools that automate agent ticket workflows. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details.

Intercom : Cons

Intercom will import all supported languages, but we will not enable that language for the Help Center. You will have to add the language in their Help Center settings, and after that the translation will be visible. While Zendesk and Intercom article and collection URLs are in different formats, this ensures that any existing links do not break after migration, preserving their SEO score.

• These are both still very versatile products, so don’t think you have to get too siloed into a single use case.
• The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets.
• If you want to make Intercom your single source of truth for creating and updating content, migrating your Zendesk help content into the Intercom Articles product is easy and and requires no code.
• Intercom has more customization features for features like bots, themes, triggers, and funnels.
• Refer to How to create an authentication with Zendesk for Custom Actions for more details.
• The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket.

Community boards make the support ecosystem even better by creating a place where people can work together and share their experiences, tips, and ask for help from their peers. These forums are helpful for fixing problems and learning from other people’s mistakes. The internal notes tool makes working together even better by giving team members a place to add context, share insights, or talk about specifics within the platform. This feature is great for keeping communication clear and organised because it lets team members work together on jobs, projects, or interactions with clients without any problems.

The strength of Zendesk’s UI lies in its structured and comprehensive environment, adept at managing numerous customer interactions and integrating various channels seamlessly. However, compared to the more contemporary designs like Intercom’s, Zendesk’s UI may appear outdated, particularly in aspects such as chat widget and customization options. This could impact user experience and efficiency for new users grappling with its complexity​​​​​​.

Best Apple Vision Pro Apps 2024: for enhanced functionality

Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically. 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.

As someone that believes in using the best tool for the job + integration, over an “all-in-one solution” approach, I’m quite passionate about the software stack that we use. 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 also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction.

In short, Zendesk is perfect for large companies looking to streamline their customer support process; Intercom is great for smaller companies looking for advanced customer service features. In this article, we comprehensively do a comparison of Zendesk vs Intercom, examining their key features, benefits, and industry use cases. By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform.

Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion. Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations.

It integrates customer support, sales, and marketing communications, aiming to improve client relationships. Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations. While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams.

Zendesk vs Intercom: 2024 Explicit Comparison

The setup can be so complex that there are tutorials by third parties to teach new users how to do it right. Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. Intercom has more customization features for features like bots, themes, triggers, and funnels. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. With Zapier, you can integrate everything from basic data entry to end-to-end processes.

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? These are both still very versatile products, so don’t think you have to get too siloed into a single use case.

Plus, Zendesk’s integration with various channels ensures customers can always find a convenient way to reach out. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget.

Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you. You don’t have to pay per contact on your database, and you there are many free features you can use. Zendesk’s list of compliances and security memberships is very long, and they have won a number of security seals and awards. Zendesk also has multiple security filters that range from where it stores its files to the people it hires. Intercom also has very good guides, which show you  the whole process step by step.

It’s highly customizable, too, so you can adjust it according to your website or product’s style. 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. Use them to quickly resolve customer question on, for example, how to use your product.

You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours. It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated. Both Zendesk and Intercom have their own “app stores” where users can find all of the integrations for each platform. Since Intercom is so intuitive, the time you’ll need to spend training new users on how to interact with the platform is greatly reduced.

In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools. 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. 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. Zendesk, on the other hand, is known for its powerful ticketing system and smart analytics tools. Zendesk might be a better choice if your company puts a lot of value on full customer help, keeping track of issues, and making decisions based on data.

Users also point out that it can take a couple of hours to get used to the flow of tickets, which doesn’t happen in CRM, and they aren’t pleased with the product’s downtime. Although Zendesk isn’t hard to use, it’s not a perfectly smooth experience either. Users report feeling as though the interface is outdated and cluttered and complain about how long it takes to set up new features and customize existing ones.

It is essential to evaluate the compatibility of the connectors offered by each platform with the tools and workflows that you already have in place. During this phase, you will determine the essential features, functionalities, and tools that are essential to the operations of your firm. There is a better user experience with Intercom because the layout is more streamlined. The goal is to make it easier for new users to get around the site and use all of its features without having to go through extra steps. This focus on making things easier for users is meant to make users happier generally and get more people to use the Intercom platform.

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 zendesk to intercom possible. All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences. In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available.

You’ll see a green confirmation banner indicating the removal has been successful and synced articles will be deleted from your Articles list. How to set up a regular sync of all public articles from your Zendesk Guide Help Center into Intercom. Yes, you can support multiple brands or businesses from a single Help Desk, while ensuring the Messenger is a perfect match for each of your different domains. When you migrate your articles from Zendesk, we’ll retain your organizational structure for you.

Tickets have dependencies on other objects and chronological items like ticket comments that need to be preserved during the transfer. HubSpot helps seamlessly integrate customer service tools that you and your team already leverage. Picking customer service software to run your business is not a decision you make lightly. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier.

• Intercom puts a lot of effort into making a sleek and easy-to-use interface.
• We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo.
• You can choose from a selection of templates that will match your brand, or you can start creating your design from scratch.
• If you want dashboard reporting and integrations, you’ll need to pay $19 per agent per month.
• The goal is to make it easier for new users to get around the site and use all of its features without having to go through extra steps.
• You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though.

Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit. However, customers should keep in mind that Intercom does not offer voice. Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages. With Messagely, you can increase your customer satisfaction and solve customers’ issues while they’re still visiting your site.

Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination. An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. Intercom users often mention how impressed they are with its ease of use and their ability to quickly create useful tasks and set up automations. Even reviewers who hadn’t used the platform highlight how beautifully designed it is and how simple it is to interact with for both users and clients alike.

Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner. Zendesk, on the other hand, is another top customer service platform that uses strong security steps to keep customer data safe. With this extra layer of security, users must show two forms of ID before they can access their accounts. This makes it even harder for people who aren’t supposed to be there to get in.