Zendesk Integration: Features and Highlights Return Logic Help Center

Switching from Zendesk to Intercom Help Center

intercom zendesk integration

You could technically consider Intercom a CRM, but it’s really more of a customer-focused communication product. It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be. Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support. To that end, you can import themes or apply your own custom themes to brand your help center the way you want it. From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. You can even moderate user content to leverage your customer community.

intercom zendesk integration

When considering Intercom integrations for gathering vital user feedback, SurveySparrow seamlessly integrates with Intercom. The software offers a dynamic way to collect customer insights directly, allowing businesses to take steps to improve the customer experience. Through SurveySparrow’s integration, Intercom customer conversations can evolve into another valuable source of feedback.

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To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. They’ve been marketing themselves as a messaging platform right from the beginning. How to set up a regular sync of all public articles from your Zendesk Guide Help Center into Intercom. Get accurate info in the right place, at the right time, save hours on busywork, and align your team — giving them the freedom to focus and achieve more than ever.

intercom zendesk integration

When a conversation is found in Intercom, create a ticket in Zendesk and keep both in sync. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads.

Community managers can also escalate posts to support agents when one-on-one help is needed. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations. Intercom has more customization features for features like bots, themes, triggers, and funnels. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools.

You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly.

Intercom isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing. You can foun additiona information about ai customer service and artificial intelligence and NLP. One place Intercom really shines as a standalone CRM is its data utility. As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers).

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Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits. Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented.

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Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. Find reporting for all articles (including synced articles) in the Articles report.

With this Intercom integration, businesses can extract customer insights directly from Intercom conversations. With this data, teams can shape product roadmaps and features based on real user feedback. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. Zendesk and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity. As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers.

The future of customer service is integrated, AI-enhanced—and powered by Intercom

When performing the synchronization periodically, Skyvia does not load all the data each time. It tracks changes in the synchronized data sources and performs only necessary data changes. It offers powerful mapping features, allowing you to sync data with different structure.

Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful.

Jira is a well-known issue and project-tracking solution from Atlassian. The software integrates effectively with Intercom, enabling streamlined customer support workflows and enhancing team productivity. Founded in 2007, Zendesk started as a ticketing tool for customer success teams. It was later that they started adding all kinds of other features, like live chat for customer conversations. They bought out the Zopim live chat solution and integrated it with their toolset. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform.

This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team. Slack should be at the top of your list when looking for Intercom integrations that streamline communication processes, as it is one of the most popular messaging platforms. This integration transforms customer communication by bringing Intercom conversations directly into Slack channels. In addition, support teams and sales teams can effectively collaborate on customer queries.

If you see either of these warnings, wait 60 seconds for your Zendesk rate limit to be reset and try again. If this becomes a persistent issue for your team, we recommend contacting Zendesk. Click the ‘Connect with Intercom’ button and authorize your account.

Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. You can use it for customer support, but that’s not its core strength. Calendly is a powerful and trusted scheduling tool for businesses of all sizes. The power of its software is greater when integrated with Intercom.

Connect Intercom and Zendesk with automated updates

Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation. Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget.

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. Skyvia offers powerful visual editors which allow precise mapping configuration to quickly configure your data migration or synchronization between Intercom and Zendesk. If you’re using or exploring Intercom alternatives, you’ll probably find many in ClickUp’s extensive integrations list. Get started with ClickUp today to see how it can streamline workflows for your business. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform.

Though Zendesk now considers itself to be a «service-first CRM company,» since its founding in 2007, their bread and butter offering has leaned much more heavily toward the «service» part of that equation. 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. When you migrate your articles from Zendesk, we’ll retain your organizational structure for you. We’ll even flag any content you need to review and give you advice on how to fix it. If you’d like to remove the sync with Zendesk (and related data), you can do this from Articles Settings.

However, you can browse their respective sites to find which tools each platform supports. 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. intercom zendesk integration 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. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system.

Before you start, you’ll need to retrieve your Zendesk credentials and create a Zendesk API key. 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. To set up the Zendesk integration in your ReturnLogic account click here.

In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. Besides, the prices differ depending on the company’s size and specific needs. 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. The price levels can even be much higher if we’re talking of a larger company. And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team.

Once connected, you can add Zendesk Support to your inbox, and start creating Zendesk tickets from Intercom conversations. View your users’ Zendesk tickets in Intercom and create new ones directly from conversations. When considering Intercom integrations that work best for your company, consider the following set of features and capabilities to ensure you make well-rounded selections. For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products.

  • In addition to these features, Intercom offers messaging automation and real-time visitor insights.
  • Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback.
  • Skyvia offers a number of benefits for import Intercom data to Zendesk or vice versa.
  • Unito lets you turn Intercom conversations into Zendesk tickets and vice-versa with automated, 2-way updates.

The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world. They both offer some state-of-the-art core functionality and numerous unusual features. With Skyvia you can easily perform bi-directional data synchronization between Intercom and Zendesk.

Zendesk vs. Intercom: A brief overview

If you’re not ready to make the full switch to Intercom just yet, you can integrate Intercom with your Zendesk account. This will provide https://chat.openai.com/ live data on who your users are and what they do in your app. Conversations allow you to chat to your customers in a personal way.

intercom zendesk integration

Skyvia offers you a convenient and easy way to connect Intercom and Zendesk with no coding. Zendesk and Intercom both have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk.

Zendesk’s helpdesk application allows merchants to provide cross-channel support to their shoppers. With Skyvia you can integrate Intercom with Zendesk in a number of ways. If you need to load data in one direction, from Intercom to Zendesk or vice versa, you can use Skyvia import. For loading data in both directions, Skyvia offers powerful data synchronization. For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually. Intercom allows visitors to search for and view articles from the messenger widget.

intercom zendesk integration

Campaign Monitor helps companies leverage email marketing to enhance customer relationships. Integrating email campaigns with Intercom contacts opens the door for more highly targeted communication. This connection with customer data will also allow you to craft more relevant content that resonates better with the intended audience.

Zendesk’s Help Center and Intercom’s Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs. With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not.

Use them to quickly resolve customer question on, for example, how to use your product. You can then create linked tickets for any bug reports or issues that require further troubleshooting Chat PG by technical teams. Unito supports dozens of integrations, with more being added monthly. And they’re all two-way by default, meaning information can flow back and forth in real-time.

If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. Free trials include unlimited changes, active flows, connected tools, custom fields, and more. Find out how easy it is to connect tools with Unito at our next demo webinar. Unito lets you turn Intercom conversations into Zendesk tickets and vice-versa with automated, 2-way updates.