Introducing G2.ai, the future of software buying.Try now
Compare Fin by Intercom and Freshdesk 
Featured Products
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
Typewise
Visit Website
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
FAQ Ally
Visit Website
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
Ada
Visit Website
At a Glance
Market Segments
Small-Business (58.6% of reviews)
Small-Business (48.4% of reviews)
Entry-Level Pricing
$0.99 1 Resolution
$19.00 1 User per month billed annually Per Month
Fin by Intercom
Star Rating
(3,707)4.5 out of 5
Market Segments
Small-Business (58.6% of reviews)
Pros & Cons
Entry-Level Pricing
$0.99 1 Resolution
Free Trial is available
Browse all 5 pricing plansFreshdesk
Star Rating
(3,618)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in providing a clean and easy-to-use interface, which is complemented by its strong automation features. Users appreciate how the ticket management and SLA tracking functionalities help teams stay organized and respond to customers efficiently.
- Users say that Fin by Intercom shines in keeping customer conversations organized in one place. The detailed Content and Guidance docs are particularly valued, making it easier for teams to fine-tune their interactions and save time.
- According to verified reviews, Freshdesk's multi-channel support is a standout feature, allowing teams to manage incoming support requests without switching tools. Reviewers highlight the shared inbox feature, which helps prevent ticket duplication and ensures that nothing gets ignored.
- Reviewers mention that Fin by Intercom is user-friendly, with simple functionality that makes daily tasks easier. Users appreciate the integration of macros in emails, which streamlines communication and enhances productivity.
- G2 reviewers note that while Freshdesk has a higher overall satisfaction score, Fin by Intercom has received a significant number of recent reviews, indicating a strong user engagement and ongoing feature improvements that users find beneficial.
- Users highlight that Freshdesk's automation in ticket handling boosts productivity, making it one of the best ITSM tools for managing support requests. In contrast, some users of Fin by Intercom have expressed a desire for more advanced automation features to enhance their customer support capabilities.
Pricing
Entry-Level Pricing
Fin by Intercom
Fin with your current helpdesk
$0.99
1 Resolution
Try Fin for 90 days, completely risk-free. If it's not the right fit, you can request a refund—no questions asked.
- Fin AI Agent works seamlessly with any helpdesk, including Zendesk, Salesforce, HubSpot, and more.
- Set up in under an hour
- Handles tickets, cases, emails, live chat, WhatsApp, SMS, and more
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Free Trial
Fin by Intercom
Free Trial is available
Freshdesk
Free Trial is available
Ratings
Meets Requirements
8.8
2,827
8.6
3,181
Ease of Use
8.9
2,857
8.8
3,203
Ease of Setup
8.4
1,466
8.6
2,263
Ease of Admin
8.6
1,312
8.7
2,153
Quality of Support
8.6
2,723
8.7
3,080
Has the product been a good partner in doing business?
8.8
1,309
8.8
2,078
Product Direction (% positive)
8.8
2,678
8.8
3,156
Features by Category
Ticket and Case Management
8.6
1100
|
Verified
8.9
2221
|
Verified
8.8
1118
|
Verified
8.8
2228
|
Verified
8.7
1095
|
Verified
8.5
2143
|
Verified
8.6
1144
|
Verified
8.5
2034
|
Verified
8.3
680
|
Verified
8.3
1798
|
Verified
8.8
1136
|
Verified
8.5
2087
|
Verified
8.8
1060
|
Verified
8.7
2008
|
Verified
8.6
961
|
Verified
8.2
1372
|
Verified
Generative AI
8.3
247
7.3
330
8.2
248
7.4
327
Agentic AI - Help Desk
7.8
61
7.1
59
8.2
61
6.9
59
7.9
61
7.2
57
Communication Channels
8.8
891
|
Verified
8.6
1922
|
Verified
8.8
1090
|
Verified
8.9
2069
|
Verified
9.4
1264
|
Verified
8.4
1313
|
Verified
8.3
812
8.0
1193
|
Verified
7.6
522
7.9
940
|
Verified
Platform
8.1
720
|
Verified
8.0
1156
|
Verified
8.2
1267
|
Verified
8.1
1663
|
Verified
8.7
823
|
Verified
8.6
1546
|
Verified
8.6
789
|
Verified
8.2
1141
|
Verified
8.1
1015
|
Verified
8.0
1862
|
Verified
8.2
1017
|
Verified
8.3
1960
|
Verified
Messenger
8.8
383
|
Verified
Not enough data
8.1
363
|
Verified
Not enough data
9.3
478
|
Verified
Not enough data
8.5
327
|
Verified
Not enough data
Channels
8.0
293
|
Verified
Not enough data
9.0
438
|
Verified
Not enough data
7.9
207
|
Verified
Not enough data
7.3
121
Not enough data
8.1
229
|
Verified
Not enough data
Customers
8.8
428
|
Verified
Not enough data
8.6
432
|
Verified
Not enough data
8.2
436
|
Verified
Not enough data
8.3
387
|
Verified
Not enough data
8.2
379
|
Verified
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
User Analysis
8.6
140
Not enough data
8.4
157
Not enough data
User Support
9.1
167
Not enough data
8.1
119
Not enough data
8.8
151
Not enough data
Walkthrough Type
8.9
136
Not enough data
9.0
146
Not enough data
Platform Basics - Digital Adoption Platform
Not enough data
Not enough data
Not enough data
Not enough data
Analytics - Digital Adoption Platform
Not enough data
Not enough data
Functions - Digital Adoption Platform
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Digital Adoption Platform
Not enough data
Not enough data
Channels
8.7
226
8.3
353
8.3
218
7.9
333
Feature Not Available
7.5
324
Design
Feature Not Available
8.2
331
Feature Not Available
7.8
336
8.7
230
8.2
356
8.7
222
8.3
342
8.6
215
8.4
332
Generative AI
Feature Not Available
7.7
266
8.2
84
7.7
266
Usability
Not enough data
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Reporting
Not enough data
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Generative AI
Not enough data
7.5
182
Not enough data
7.6
182
Responses
9.1
84
Not enough data
9.0
86
Not enough data
9.0
84
Not enough data
Automation - AI Agents
7.7
61
Not enough data
8.7
63
Not enough data
Feature Not Available
Not enough data
8.1
63
Not enough data
8.7
63
Not enough data
Platform
9.1
81
Not enough data
8.8
82
Not enough data
9.1
83
Not enough data
Autonomy - AI Agents
8.4
64
Not enough data
8.6
64
Not enough data
8.4
63
Not enough data
8.7
66
Not enough data
Generative AI
Feature Not Available
Not enough data
8.8
50
Not enough data
Responses
8.8
596
Not enough data
8.8
586
Not enough data
9.0
586
Not enough data
8.8
556
Not enough data
8.6
478
Not enough data
Platform
9.5
611
Not enough data
8.9
582
Not enough data
8.8
578
Not enough data
8.7
561
Not enough data
8.2
419
Not enough data
8.9
528
Not enough data
8.8
582
Not enough data
Generative AI
Feature Not Available
Not enough data
8.4
140
Not enough data
Conversational Platform
8.7
1058
8.3
434
8.7
837
8.3
381
8.7
858
8.3
373
9.0
779
8.4
308
Support Automation
8.6
859
8.4
389
8.7
901
8.4
410
8.5
518
8.2
373
8.8
810
8.2
314
Generative AI
Feature Not Available
7.4
209
8.4
154
7.4
206
Customer Support
8.6
200
Not enough data
7.4
185
Not enough data
9.0
210
Not enough data
Automation
8.4
207
Not enough data
8.3
207
Not enough data
8.5
197
Not enough data
Artificial Intelligence
8.5
200
Not enough data
8.6
193
Not enough data
8.5
201
Not enough data
Generative AI
8.3
296
7.9
118
8.3
294
7.9
117
Feature Not Available
7.6
116
Communication
9.2
1441
|
Verified
8.8
585
|
Verified
8.9
1449
|
Verified
8.7
602
|
Verified
8.7
1191
|
Verified
8.7
496
|
Verified
9.1
1356
|
Verified
8.5
200
8.2
595
8.2
202
Internal Use
8.2
1267
|
Verified
8.1
1663
|
Verified
8.7
1094
|
Verified
8.6
204
8.2
1043
|
Verified
8.1
187
8.7
1247
|
Verified
8.8
560
|
Verified
8.9
1319
|
Verified
8.8
521
|
Verified
8.6
1287
|
Verified
8.6
549
|
Verified
Generative AI
8.2
94
7.9
144
Self-Service Experience
8.9
652
8.7
960
8.9
651
8.6
913
Feature Not Available
8.3
687
8.2
490
8.2
241
8.4
535
8.4
258
Self-Service Platform
8.7
530
8.5
254
8.7
534
8.6
261
8.4
475
8.0
221
8.6
519
8.4
238
Agentic AI - Customer Self-Service
7.4
46
7.9
20
7.8
45
7.7
17
7.4
46
7.9
18
7.8
47
7.6
19
8.1
50
7.7
20
7.4
47
7.5
19
7.5
46
7.8
19
Generative AI
Feature Not Available
8.2(won by default)
81
Feature Not Available
8.1(won by default)
81
Process
9.3(won by 0.7)
89
8.6
165
9.0
86
9.3(won by 0.3)
485
9.6(won by 1.0)
89
8.6
375
Channels
9.4(won by 0.2)
89
9.2
481
8.8(won by 0.1)
88
8.7
420
9.5(won by 0.7)
91
8.8
381
8.3
81
8.5(won by 0.2)
342
8.8(won by 0.6)
83
8.2
56
Insight
9.1(won by 0.5)
86
8.6
384
9.2(won by 0.5)
87
8.7
172
8.8(won by 0.2)
83
8.6
375
9.3(won by 0.2)
83
9.1
448
Generative AI
Feature Not Available
7.7
88
7.2
16
7.7
87
Customer Query Resolution - AI Customer Support Agents
7.7
172
9.0
12
7.9
170
8.8
11
7.7
164
8.3
12
8.5
169
8.8
12
8.0
159
8.2
13
Customer Interaction Automation - AI Customer Support Agents
7.4
157
8.2
12
7.9
158
8.7
14
7.9
160
8.7
13
8.3
162
8.7
14
Automation
8.1
163
9.0
12
7.9
158
8.8
13
7.2
154
8.9
12
Autonomy
7.5
161
7.2
12
7.7
161
8.6
11
7.2
158
8.6
13
7.7
161
8.3
13
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Fin by Intercom and Freshdesk are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Shared Inbox, Conversational Support, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Fin by Intercom is categorized as Customer Service Automation, AI Agents For Business Operations, Digital Adoption Platform, Conversational Marketing, and Chatbots
Freshdesk is categorized as Complaint Management
Reviews
Reviewers' Company Size
Fin by Intercom
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
26.7%
Information Technology and Services
13.1%
Financial Services
7.2%
Internet
4.9%
Marketing and Advertising
4.6%
Other
43.4%
Information Technology and Services
17.1%
Computer Software
12.9%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Alternatives
Discussions
What is Intercom used for?
3 Comments
JT
for sending emails to our correspondents and monitoring our callsRead more
While interaction can be audio visual emojies be developed
2 Comments
SG
I do not think they have developed Intercom that far yet, though it would be great.Read more
¿What is the best economic model in order to use Intercom?
2 Comments
AB
Plus is $39/seat (User) per month.
Its enough to get startedRead more
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
