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Compare Intercom vs Freshdesk
See this
comparison of Intercom vs. Freshdesk
based on data from user reviews. Intercom rates 4.3/5 stars with 718 reviews. Freshdesk rates 4.4/5 stars with 2,093 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Engage
$53
starting from
Sprout
Free
for UNLIMITED agents
 
Respond
$53
starting from
Blossom
$19
/ agent / month billed annually
 
Educate
$49
monthly flat rate
Garden
$35
/ agent / month billed annually
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Intercom
Engage
$53starting from
Respond
$53starting from
Educate
$49monthly flat rate
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.6
8.5
Ease of Use
Ease of Use
8.7
8.8
Ease of Setup
Ease of Setup
8.3
8.6
Ease of Admin
Ease of Admin
8.7
8.7
Quality of Support
Quality of Support
8.5
8.9
Ease of Doing Business With
Ease of Doing Business With
8.8
8.8
Product Direction (% positive)
Product Direction (% positive)
8.5
8.6
Meets Requirements
Intercom
8.6
Freshdesk
8.5
Ease of Use
Intercom
8.7
Freshdesk
8.8
Ease of Setup
Intercom
8.3
Freshdesk
8.6
Ease of Admin
Intercom
8.7
Freshdesk
8.7
Quality of Support
Intercom
8.5
Freshdesk
8.9
Ease of Doing Business With
Intercom
8.8
Freshdesk
8.8
Product Direction (% positive)
Intercom
8.5
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
Intercom
8.3
Freshdesk
8.4
Response Automation
Intercom
8.2
Freshdesk
8.5
SLA Management
Intercom
7.7
Freshdesk
8.2
Attachments/Screencasts
Intercom
8.7
Freshdesk
8.4
Ticket Collaboration
Intercom
8.8
Freshdesk
8.6
Ticket creation user experience
Intercom
8.7
Freshdesk
8.9
Ticket response user experience
Intercom
8.7
Freshdesk
8.8
Communication
Pop-up Chat
Intercom
9.2
Freshdesk
9.0
Notifications
Intercom
8.8
Freshdesk
8.8
Targeted Emails
Intercom
8.6
Freshdesk
8.9
In-App Messaging
Intercom
9.0
Freshdesk
Not enough data available
Internal Use
Customization
Intercom
7.8
Freshdesk
8.0
Conversation Archiving
Intercom
8.6
Freshdesk
Not enough data available
Lead Development
Intercom
8.0
Freshdesk
Not enough data available
Knowledge Base
Intercom
8.1
Freshdesk
8.9
Team Inbox
Intercom
8.6
Freshdesk
8.9
Customer Profiles
Intercom
8.2
Freshdesk
8.6
Communication Channels
Customer Portal
Intercom
8.7
Freshdesk
8.6
Email to Case
Intercom
8.6
Freshdesk
9.0
Chat/Live Support
Intercom
9.3
Freshdesk
8.5
Social Integration
Intercom
8.4
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
Intercom
7.4
Freshdesk
8.3
Customer and Contacts Database
Intercom
8.2
Freshdesk
8.0
Products and Version Tracking
Intercom
7.8
Freshdesk
8.2
Call Scripting
Intercom
7.1
Freshdesk
8.2
Interactive Voice Response (IVR)
Intercom
7.1
Freshdesk
8.4
Self Service/Community
Forums
Intercom
7.7
Freshdesk
8.3
Knowledge Base
Intercom
8.6
Freshdesk
8.5
Ideas/Feedback
Intercom
8.2
Freshdesk
8.4
Q&A
Intercom
8.1
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
Intercom
7.5
Freshdesk
8.2
Reporting
Intercom
7.7
Freshdesk
7.8
Dashboards
Intercom
7.7
Freshdesk
8.2
Platform
ITIL Compliance
Intercom
8.0
Freshdesk
8.3
Mobile User Support
Intercom
8.6
Freshdesk
8.1
Customization
Intercom
7.8
Freshdesk
8.0
User, Role, and Access Management
Intercom
8.7
Freshdesk
8.5
Internationalization
Intercom
8.0
Freshdesk
8.1
Performance & Reliability
Intercom
9.0
Freshdesk
8.8
Integration APIs
Intercom
8.6
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
68.8%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
27.3%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
3.9%
10.9%
Intercom
Small-Business
68.8%
Mid-Market
27.3%
Enterprise
3.9%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Computer Software
24.5%
Information Technology and Services
20.4%
 
Internet
16.7%
Computer Software
13.9%
 
Information Technology and Services
15.0%
Internet
5.9%
 
Marketing and Advertising
6.9%
Education Management
3.7%
 
Education Management
2.0%
E-Learning
3.4%
 
Other
35.0%
Other
52.7%
Intercom
Computer Software
24.5%
Internet
16.7%
Information Technology and Services
15.0%
Marketing and Advertising
6.9%
Education Management
2.0%
Other
35.0%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.7%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Eugenio S.
User in Information Technology and Services

I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.

Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User

We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
Intercom
Most Helpful Favorable Review
Eugenio S.
User in Information Technology and Services

I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.

Most Helpful Critical Review
G2 User

We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...

Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Screenshots

 
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Videos

 

Convert your hottest leads right from Slack, with Intercom's two-way integration. Learn more at intercom.com/integrations/slack

Intercom

Convert your hottest leads right from Slack, with Intercom's two-way integration. Learn more at intercom.com/integrations/slack

Freshdesk
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