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
Pricing
Fin by Intercom
Zendesk Suite
Editions & Modules
Fin with your current helpdesk
$0.99
one-time fee per 1 resolution
Copilot add-on
$35
per month per user
The Early Stage program
$65
per month (6 support seats)
Proactive Support Plus add-on
$99
per month
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin resolution
per month per seat
Suite Team
$69
per month per agent
Suite Growth
$115
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Offerings
Pricing Offerings
Fin by Intercom
Zendesk Suite
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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.
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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, …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Fin by Intercom
It came down to price, features, and usability. Interocm has always been very friendly to start-ups.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Fin by Intercom
Intercom is easier for inbound + outbound comms and has more tooling overall
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Fin by Intercom
Intercom is the preferred choice. I used to use Zendesk previously.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Fin by Intercom
Intercom's live chat allowed us to exceed the work we were doing in Zendesk
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Fin by Intercom
The big hitter is Zendesk, but Intercom excels in places that Zendesk falls down (especially bots and AI).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Fin by Intercom
Intercom is more convenient for the online help articles we can publish.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
While Fin is an awesome investment, the setup and tuning of responses to meet brand alignment and delivery have taken some time. If you prioritize not just resolution rate and accuracy, but style and delivery, it's a bigger lift. However, for the vast majority of businesses, the step and its impact on resource management are a worthy investment.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Answer easy questions based off of the knowledgebase I provided
It's decent with redirecting customers who aren't satisfied to a human agent (me)
I like how it quotes the article that it is using to the customer, I'm not sure how often they're actually clicking on that article, but it's nice that the option is there
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Customizing Fin by Intercom's escalation paths could be easier (ex. if there are some inquiries we don't want passed to the human team)
Reporting on conversations handled to completion by Fin by Intercom (not just those that are marked as "resolved")
It would be helpful to be able to indicate to Fin by Intercom when an answer is wrong, or train it on things that it shouldn't do (not only what it should do)
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
It's incredibly useful. You're honestly a little silly if you don't because it can handle simple conversations very easily and more in-depth conversations if you're willing to put in the work. It's great both as a customer success representative (with the AI agent) and as a higher-level customer success reporter.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
I used Zendesk briefly but found it difficult to navigate — I often couldn’t tell what was going on or how to simply reply to a ticket. In contrast, Intercom is much more intuitive and user-friendly. Its clean interface and support for multiple communication formats like emails, posts, and banners make client communication clear and efficient.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Since we implemented Fin AI in February, we have been able to support customer queries during non-business hours. This is a game changer. Fin has brought down response times and is also extremely capable of handling complex queries from our customers. We have seen closure rates go down by 24-30 hours, which is quite phenomenal.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
