# Compare Intercom vs HelpDesk 2026 | Capterra > Unsure of what to choose? Check Capterra to compare HelpDesk and Intercom based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/134347-185973/Intercom-vs-HelpDesk --- # HelpDesk vs Intercom Features and Cost Comparison Last updated April 1st, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: HelpDeskIntercom2/4 selected [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) [Intercom](https://www.capterra.com/p/134347/Intercom/)[4.5 (1,131)](https://www.capterra.com/p/134347/Intercom/reviews/) [## HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) Starting Price $29.00/month Value-for-Money 4.4 Functionality 4.4 Ease of Use 4.7 Customer Service 4.5 Reviews Sentiment Based on [180 reviews](#user-reviews) Positive 164 Neutral 12 Negative 4 [## Intercom](https://www.capterra.com/p/134347/Intercom/)[4.5 (1,131)](https://www.capterra.com/p/134347/Intercom/reviews/) Starting Price $39.00/month Value-for-Money 4 Functionality 4.4 Ease of Use 4.4 Customer Service 4.3 Reviews Sentiment Based on [1,131 reviews](#user-reviews) Positive 1,021 Neutral 74 Negative 36 What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 2,936 reviews from customer service software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 77%Fit High performer Feature ratings CRM 2.5 Support Ticket Management 4.6 Chatbot 4.8 Live Chat 4.6 Inbox Management 4.5 80%Fit High performer Feature ratings CRM 4.3 Support Ticket Management 4.2 Chatbot 4.3 Live Chat 4.7 Inbox Management 4.5 User satisfaction User satisfaction 4.6 User reviews[180](https://www.capterra.com/p/185973/HelpDesk/reviews/) Ease of use 4.7 Functionality 4.4 Value for money 4.4 Customer support 4.5 User satisfaction 4.5 User reviews[1,131](https://www.capterra.com/p/134347/Intercom/reviews/) Ease of use 4.4 Functionality 4.4 Value for money 4.0 Customer support 4.3 Price starts from Price starts from $29Per User, Per Month - Free version - Free trial Price starts from $39Per User, Per Month - Free version - Free trial Best for Best for From bootstrapped startups to global enterprises, HelpDesk is suitable for all companies, regardless of their size or industry. Best for Intercom is used by customer service departments, support teams, customer experience managers, and businesses with high-volume customer inquiries. ## User reviews Pros & cons EM Emmanuel M. Online Evangelism Innovator > "It's helpful that it integrates with Livechat and Chatbot services well, and allows us to track multiple sources of contacts so that..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327) NS Neel S. Ceo > "There refund policy, terms and service and customer support is complete scam they had blocked my account in trial period but they still..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7114634) AT Annette T. Relationships Manager > "It allows me to help my customers immediately when they are struggling, if we are online. If we are not it allows them to message us..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6796822) PB Paul B. Customer Support Manager > "Coming from LiveChat tickets, HelpDesk failed to tell that spam folders in LiveChat cannot be imported, while migrating to HelpDesk, and..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6764853) RH Ron H. Client Relationship Management > "It allows me to streamline my workflow and incorporate it seamlessly into my other applications (HubSpot, etc.)." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6821233) DB Dimitri B. gggg > "At times, the system felt a bit limited in terms of customization and reporting features." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020207) LP Lebohang P. helpdesk support > "i like working in a helpdesk environment because it allows me to assist people directly and solve problems in real time." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7096441) CL Cece L. Program Coordinator > "The difference between HelpDesk and LiveChat is confusing to me and their being two separate sites feels redundant and unnecessary -..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6789661) Noemi J. Senior Risk and Fraud Specialist > "I like the option to create canned templates and I love the read receipts, it helps a lot knowing the recipient opened the email." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6876290) GO Gustavo O. Customer Engagement Manager > "Many relevant emails are ending up in the SPAM folder, which is very disruptive." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020806) BL Bruna L. Analyst support > "The platform is easy to use, helps keep customer interactions organized, and improves response efficiency. While there are some areas..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7115713) DL David L. Graphic Designer > "We did have an issue with our Outlook rejecting the notices when people left messages." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155) MC Mouatez C. Customer Support Specialist > "The notification system is reliable, and the automation features save a lot of time in daily workflows." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7055511) UN Unatji N. Live Chat Agent > "Slow and lagging, the website can lag at times when logging a ticket, the issue would be a ticket logged but disappeared." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6829075) KM Kimberley M. Intake Clinician > "It has been very helpful in being able to follow client issues and concerns, and in helping me to make sure that my work is efficient." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7048407) VR Verified Reviewer Tech Support Specialist > "I didnt like the fact the embeded ticket form does not allow to upload images or files straight out of the box." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6868780) CL Cece L. Program Coordinator > "I find that the most useful features are chatting in real time and collecting info, like email, to use in follow-ups if we are unable to..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6789661) DP Daniel P. Sales > "Essentially, the archive function in HelpDesk is useless and the ticket should go into the actually LiveChat archives." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6828136) DB Dimitri B. gggg > "It’s a reliable platform that simplifies ticket management and communication with customers." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020207) JB Jonny B. Application Specialist > "It can also be buggy on both the application and web app such as being unable to type into the textbox after trying to tag another agent..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6531397) KM Kimberley M. Intake Clinician > "I very much appreciate the ability to follow tickets and search for names and issues. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7048407) DP Daniel P. Sales > "One other thing that I do not like about the help desk is that there is no option to download the ticket to send to an email." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6828136) AS Adam S. Founder > "The feature I like the most that influenced me to choose HelpDesk is the ability to integrate it with a plethora of different platforms..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6343900) JB Jonny B. Application Specialist > "It's lacking some basic features of a ticketing system such as sorting a list or controlling default ticket status actions." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6531397) JG Joey G. Field Service Technician Technical Support > "It gives me the availability to have customer support when no one is available and we can reach back out to insure our customer is..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6719779) ER Erika R. Customer Support Agent > "I do not receive the notification of the new live chats in the queue." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7025073) DL David L. Graphic Designer > "Managing tickets is straightforward, and assigning them to the right team member takes just a few clicks." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155) RA Robiulawal A. Assistant Manager- Customer Support > "User interface is bit sluggish, not much customization option in analytics." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6842896) NJ Natalia J. Chatbot Designer > "The HD system functions correctly and reliably, fulfilling all of its basic purposes; it is intuitive, well-organized, and easy to..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6877089) MW Melissa W. Administrator > "that is had an issue in the first place, i couldnt make my product work on my website so had to request a cancellation" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6883318) TF Tamara F. Director of Customer Support and Logistics > "The other features of this product are only useful for large organizations with many team members and/or departments. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6805672) TB Tim B. Director > "I can't count the number of other vendors who stick random people behind their chat and phone support who know nothing about the product..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6536522) TW Travis W. IT specialist > "I am new to any ticketing system but this one seems to do everything I require from this type of system." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7065611) MW Melissa W. Administrator > "wish i could of made it work because its hard to find companies that are reponsive to your needs which in this day and age isnt easy to..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6883318) MM Myrel M. Customer service agent > "The platform is intuitive and easy to navigate, making it simple to request assistance whenever I encounter any issues or have questions." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020188) AR Adriana R. Customer Service rep > "Like if there are too many chats or emails to handle." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7004221) LN Larry N. Customer Service Coordinator > "Our customers are getting rapid responses to their questions and we're directing their requests to the correct resource, and it's all..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6719565) BM Blair M. National Sales Operations Manager > "I do not like when we have blocked a spam email from sending us HelpDesk tickets, and they still come through." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6530584) AS Amos S. Customer support agent > "I really enjoy doing the tickets because it showes you where the email starts if the player replyed to the email from the biggening" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6726276) SV Sarah V. Benefits and Payroll Administrator > "You cannot copy and paste screenshots or snips." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6580945) DL David L. Graphic Designer > "What I like best about HelpDesk is the browser interface." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155) KD Kingsley D. Customer service > "The requester's name and email are a little confusing." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6768736) AS Adam S. Founder > "At this stage of growing our company, we are focused on streamlining our workflow and optimizing the usage of the resources we have." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6343900) BM Blair M. National Sales Operations Manager > "We request to block the email again, and the system tells us they are already blocked." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6530584) VR Verified Reviewer Tech Support Specialist > "Excellent, all tickets are now tracked, managed and resolved while giving me a clear complete picture of their status." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6868780) CG Cindy G. Customer Service Supervisor > "Setting up HelpDesk was not as easy as it sounded. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7079505) TB Tim B. Director > "They also have a free trial, which was very helpful in letting us get our teams into the platform to figure out if the software was..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6536522) MTV Ma.Theresa V. Analyst > "Occasional lack of proactive follow-up" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011230) RM RUBEN M. Product Owner > "In overall Helpdesk is a good option for a mid size company and above. If you have a small size company find another solution." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032) TA Tristan A. Chief Executive Officer > "Development launches from helpdesk side seem quite slow as well." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6498406) RM RUBEN M. Product Owner > "Is a complete tool to manage your tickets from al your departments:" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032) RM RUBEN M. Product Owner > "It is a little pricey" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032) AH Amelia H. Guest Relations Supervisor > "It comes in handy and works well overall for our needs. If there was an app for android devices, that would help our management team..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6681959) BN Bernardo N. analyst > "at the beginning was a little confusing use the "merge" option" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6558771) EM Emmanuel M. Online Evangelism Innovator > "I appreciate the HelpDesk system, because it is competitive with features and and pricing to other similar services." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327) Jessica B. Account Manager > "It can be kind of slow, and harder to train people on." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6425758) IV Ivan V. Customer Success Representative > "Team collaboration is also pretty good, it’s easy to assign tickets to each other." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7042329) NC Nick C. Director of Support and Technology > "We came from using Netsuite which was a nightmare. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6651059) JH Justine H. Executive Assistant > "My experience has been very positive, as it has helped both myself and my team work more efficiently together to resolve customer issues." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7013716) NH Neal H. Product Manager Industrial Controls > "Your ticket number means nothing to me. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6750193) CG Cindy G. Customer Service Supervisor > "This feature does have added value but not as much as I would have anticipated. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7079505) RK Rudy K. Manager > "Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___4328145) GO Gustavo O. Customer Engagement Manager > "The platform has a simple and intuitive look." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020806) JW James W. Founder > "We didn't use the service and forgot it was active." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756) GO Gustavo O. Customer Engagement Manager > "Following up on emails is very clear and straightforward." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020806) KW Katarzyna W. Technical Support Specialist > "Sometimes I had issues finding the right settings (I was expecting them to be in different places than I've found them), but that's a..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___4619613) BL Bruna L. Analyst support > "What I liked most about HelpDesk was its intuitive interface and ease of use." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7115713) JW James W. Founder > "Absolute scam." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756) RH Ron H. Client Relationship Management > "I love the fact that it tracks all of the traffic in a concise, easy-to-read format." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6821233) JW James W. Founder > "Awful." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756) AJ Alan J. Consumer Products and Marketing Manager > "We are happy with the Livechat, it has given our customers a way to ask us immediate questions and us be able to support them in real..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___5060132) WM Wayne M. President/CEO > "Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#GetApp___3408922) TN Thandeka N. Chat Agent > "Everything is arranged very well so I can easily tell apart my open tickets or my coworkers' ." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6690562) JE Javier E. CTO > "Our main goal is not to have customer support but we know that's nearly impossible." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___3343621) SS Sophia S. Customer Success Representative > "The archive feature is super handy as well." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7004301) LS Lianne S. Virtual Assistant > "The automated responses also become part of the ticket thread, which makes the threads long and cumbersome." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___2740290) ZB Zuko B. Customer Service > "Easy to assist my casino players and easy Macros that IU used to assist easily and fast." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6776114) NN Nandy N. Administrative Assistant > "Customers may find it too impersonal." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___3004115) EM Emmanuel M. Online Evangelism Innovator > "We are looking forward to the features that have not carried over to the new version to be added again!" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327) Anna O. Head of Growth > "Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___2292842) [View Reviews](https://www.capterra.com/p/185973/HelpDesk/reviews/) CM Christopher M. Content Marketer > "I also like the ability to tag customers who report bugs or request features and send them an update email when we push a release that matches what..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6809084) SS Steve S. Customer Service Platform Manager > "We've switched from Zendesk so there a couple of things that Intercom hasn't quite caught up to speed with Zendesk for like nested attributes, a..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6793708) AA Aditya A. Customer Service Representative > "I like the live chat in Intercom, which allows me to respond to customer queries in real time and see their details in one spot." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6780595) Rael D. Head of Support > "Our support team has established operating hours, and so if someone works outside of those hours, we don't want to give our customers the impression..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6873188) DAVIS O. Customer Support Team Lead. > "The live chat is fast and responsive, and the ability to see user activity in real time adds a layer of context that makes support feel proactive..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6877432) AZ Anastasia Z. Customer Support Manager > "at the moment there is no solution to register a japanese phone number because of the inflexibility of the provider. why hasn't a new provider been..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6852377) GM Gustavo M. Manager > "What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct and..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6537958) RG Rafael G. Analyst > "Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or pages." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6510040) TA Tim A. Strategic Operations Director > "We see better engagement and quicker resolution times when providers or partners need clarification especially as it relates to dosing guidelines or..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6850466) AH Anna H. Litigation consulting > "It may be hard to substantiate using if you are a small business considering the cost." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7074823) Sofia B. Head of Customer Success > "From transparent, clear pricing to a sleek product that feels native to our app (even though we haven’t fully leveraged it) they are, in my opinion,..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6877496) RM Rick M. Account Manager > "The problem is that Intercom is not interested in providing customer service, so you will only get as far as their knowledge base and what their AI..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6551924) Victor D. Support, Analyst, QA > "The customisation options, workflows/rules and the integrations truly help to make Intercom your own." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6876294) MA Mark A. CTO > "Email Sales Ninja back pointing out we clearly didn't ask for all the minimum commitments on pay as you go messages." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856) Marc G. Director > "Fin can handle complex customer queries using natural language, significantly reducing the workload on support teams." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6882349) MA Mark A. CTO > "Changing support systems is hard, so think long and hard if you're willing to deal with a commission obsessed sales team." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856) XB Xenia B. Marketing Manager > "The variety of tools, the easy creation/navigation/use of segments, the customer service and how easy it is to find answers to any questions you may..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6845929) VD Veronica D. Administrator > "One thing I dont like much is the fact that you cant block team mates from closing messages." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6763493) HR Henrik R. IT and support > "Intercom’s AI functionality is truly impressive — it makes customer interactions smarter and more efficient right out of the box." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6819224) NW Nolan W. Head of Sales > "As a result, if there isn't an established practice, Support requests can be marked as Spam, which drives down our NPS." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6689391) SE Sean E. Client Services Manager > "It also enables us to use AI to give tailored automatic responses to requests." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6843011) JL Jason L. software engineer > "the fee for intercom is bit high, for the ai answer, it charge $1 per answer, it's very expensive comparing to other ai tool" [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6695223) CM Christopher M. Content Marketer > "I like the ability to save standard messages for various repeated support chats." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6809084) DK Deniz K. Senior Manager Customer Care > "It does require a lot of fine tunning to get a report you wish to have and that's very limiting." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6879146) AP Aleksandra P. Marketing Specialist > "What I really enjoy about Intercom is that I can reply instantly right on our website, so I don’t have to deal with multiple logins or emails." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6720224) CC Cyrus C. Creative Content Manager > "Intercom is a very well made tool with lots of capabilities, but we often found it just set us up for failure as our customers would be upset by the..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6758748) HR Henrik R. IT and support > "The intuitive interface allows for complex automation without requiring deep technical knowledge, which is a huge plus." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6819224) MA Mark A. CTO > "Working with the sales team is like walking onto a used car lot in a shady part of town." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856) Carrie B. Workforce Analyst > "Intercom was easy to navigate from the end user standpoint, and it was easy overall to monitor from the WFM RTA perspective." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7078878) SE Sean E. Client Services Manager > "It can take quite a long time to get to grips with all the features and to use the software correctly." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6843011) EG Emma G. Head of Implementation > "Intercom has allowed us to provide best in class support to our customers with ease." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6772788) HT Haruki T. Sr. ADR > "While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6662231) SB Samuel B. CTO > "It allows us to automate personalized messages, making our interactions feel more human while saving time." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6510694) VR Verified Reviewer Software QA Manager > "It can also double up on some things like support ticket tracking and then doesn't play well with other software if you are already migrated into..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5048752) DK Deniz K. Senior Manager Customer Care > "Love Intercom, apart from the reports the ease to optimise Fin, help articles and workflows is great." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6879146) AS Arjan S. CEO > "I feel its a bit too expensive for early stage companies although they offer a generous discount." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6593194) SON Sheila Olivia N. International Relations Officer > "I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier" [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6446602) VR Verified Reviewer Support manager > "The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5072804) MA Marie A. Customer Support Agent > "The intercom has enabled us to manage more customer conversations better." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6843215) SG Shawn G. Manager, Digital Customer Experience > "First response time = Avg Wait, Response Time = Avg Hold, Time to Close = Handle Time). Once you start working with multiple Teams, the reporting..." [See full review](https://www.capterra.com/p/134347/Intercom/#SoftwareAdvice___4848472) JM Joseph M. Customer Concierge > "Messaging is very secured that only the intended recipients can open the messages." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7014862) IR Igor R. Customer Success Team Leader > "Additionally, the UI lacks coherence, for instance, the dark mode is only available in the inbox and not in other sections." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6075243) JM Jessica M. IT Manager and Client Success Partner > "Furthermore, its customization options enable me to personalize communications to certain customer types or deliver targeted messages based on..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4762770) Joseph P. Marketing Manager > "Can be a bit pricey when you have a very small team" [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6493819) Pedro A. Marketing & Growth Ops > "Live chat & Chatbot features to do both support and automations (And the use of AI);- Help / Q&A Forums with all the questions and answers our..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5073115) EA Elise A. Patient Navigator > "Another downside is how overwhelming and difficult it can be to begin using." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6570892) AB Angelica B. University Intern > "A strong platform for consumer communication, Intercom has a lot of functions. Because of its real-time chat capabilities, businesses can interact..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4832803) AB Angelica B. University Intern > "Furthermore, setting up and modifying some complex features could call for technical know-how or support, which could be difficult for individuals..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4832803) MV Magdalena V. Consultant > "Knowledge base is easy to search in and content can be made in engaging manner, meaning your customer support specialists will have time to resolve..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6365807) Jacob C. Head of Customer Success > "Additionally, the ticketing solution seems like an afterthought." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6299687) JM Jessica M. Customer Service > "Intercom has been an indispensable tool for managing our customer relationships and helping them grow." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6637928) VR Verified Reviewer Software Engineer > "However, they can work on improving their customer service, as when I got stuck in installation/setup, their replies to the tickets were quite late,..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4366983) NW Nolan W. Head of Sales > "It solves the main need of our business, which is to provide continued and fast support for our users." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6689391) TA Tahsim A. Engineering lead > "Intercom's functionalities are limited to Live Support and fall behind on other forms of Support and Help Center." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4838766) Lillian G. Human Resources Generalist > "Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4962721) AM Allison M. Director of Training > "Pricing structure is very challenging to understand." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6431171) Rahul B. Cofounder/CTO > "Intercom is a comprehensive suite of all applications you would need for support management, from live chat to help desk and ticket management." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4987732) MA Mark A. CTO > "Me: Hey, you sent the wrong thing." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856) AB Angelica B. University Intern > "The strong analytics capabilities of Intercom enable data-driven decision-making by offering priceless insights into customer behavior." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4832803) DM Dale M. Head of Product > "Features are gated in a way that means you can't make a gradual increase as your customer base grows." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5026313) JM Jessica M. Customer Service > "It has allowed us to build a more personalized and engaging experience for our customers." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6637928) DC David C. Vice President > "It is quite expensive very others competitors out there" [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6539563) TB Thomas B. CEO > "Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4863167) DM Dale M. Head of Product > "Basic functionality is very expensive and we just can't justify the amount when there are other tools on the market with better functionality at..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5026313) Sofia B. Head of Customer Success > "Their AI tools and help center features are excellent, and everything feels incredibly intuitive." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6877496) AW Allison W. Head of Customer Success > "The Jira integration doesn't give enough visibility into what's happening in Jira as well." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6220986) MV Magdalena V. Consultant > "Real-time communication and delivering personalised customer interactions are unbeatable." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6365807) VR Verified Reviewer Associate Product Manager > "They recently increased the pricing very much right now. While the product is great, the price isn't a great fit for SMBs and midmarket companies." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6190648) SE Serena E. Customer Support Manager > "I love the rephrase AI options on conversations." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6865397) IR Igor R. Customer Success Team Leader > "Most of the functions seem to be minimal viable products (MVPs) rather than full-fledged features." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6075243) JM Jessica M. IT Manager and Client Success Partner > "I really appreciate how Intercom can be coupled with other platforms such as Salesforce and Zendesk, which allows me to communicate with clients in..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4762770) Dylan C. Software Developer > "The main issue we had with Intercom was that the pricing was a little steep, especially as a small business." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6087601) MH Michelle H. Senior Project Manager > "Using Intercom to log all of our communications has allowed us to work more efficiently, which has allowed us to serve our customers better." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6008102) Emma B. Senior Director Product Marketing > "In addition to the holdup, additional issues have slowed down the operation of the customer support team." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4979129) VR Verified Reviewer CTO and General Manager > "Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6033702) IR Igor R. Customer Success Team Leader > "Specifically, the customer engagement options are either limited or not functioning properly." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6075243) NW Nolan W. Head of Sales > "It's incredibly easy to integrate directly into our product, and customers love and cite our rapid response time as one of the best features of our..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6689391) VR Verified Reviewer CEO > "You need to pay for many features (in our case Survey add-on) and even then, they don't give you a full feature that you paid for but a limited..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___3725865) EG Emma G. Head of Implementation > "You don’t need a deep tech background to figure things out, which is a huge plus." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6772788) AB Angelica B. University Intern > "The price has been criticized by some customers as being too exorbitant in comparison to other options." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4832803) [View Reviews](https://www.capterra.com/p/134347/Intercom/reviews/) ## User interface 4.56 (180) 4.51 (1,131) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit AI Copilot 207 Important Alerts/Escalation 150 Important API 120 Important HelpDesk Top features 31/38 - AI Copilot - Alerts/Escalation - API - Automated Routing - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Portal - Customizable Fields - Dashboard - Data Security - Email Management - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Mobile Access - Multi-Channel Communication - Multiple Data Sources - Predictive Analytics - Queue Management - Real-Time Monitoring - Reporting & Statistics - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Automation - Third-Party Integrations - Video Chat - Voice Recognition [See all features](https://www.capterra.com/p/185973/HelpDesk/#features) Intercom 25/38 - AI Copilot - Alerts/Escalation - API - Automated Routing - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Portal - Customizable Fields - Dashboard - Data Security - Email Management - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Mobile Access - Multi-Channel Communication - Multiple Data Sources - Predictive Analytics - Queue Management - Real-Time Monitoring - Reporting & Statistics - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Automation - Third-Party Integrations - Video Chat - Voice Recognition [See all features](https://www.capterra.com/p/134347/Intercom/#features) ### Recognition No recognitions have been awarded to HelpDesk No recognitions have been awarded to Intercom ### Deployment & support HelpDesk Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Intercom Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details HelpDesk - By Text - Located in United States - Founded in 2002 Intercom - By Intercom - Located in United States - Founded in 2011 ## 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