Intercom + Zendesk Integration Unito Two-Way Sync

• susanti
• February 3, 2025
• 0

Zendesk Integration: Features and Highlights Return Logic Help Center

To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. Yes, you can integrate the Intercom solution into your Zendesk account. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously.

• Once connected, you can add Zendesk Support to your inbox, and start creating Zendesk tickets from Intercom conversations.
• Their reports are attractive, dynamic, and integrated right out of the box.
• Skyvia’s import can load only new and modified records from Intercom to Zendesk and vice versa.
• Add your branding and the theme will automatically highlight posts, recent activity, and community interaction.

But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. 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. 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.

At a glance: Zendesk vs. Intercom

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. You can create articles, share them internally, group them for users, and assign them as responses for intercom zendesk integration bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake.

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. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. Free trials include unlimited changes, active flows, connected tools, custom fields, and more.

What is the difference between Intercom and Zendesk?

Check out the research-backed comparison below to better understand how each solution can add value to your organization. We’ll email you 1-3 times per week—and never share your information. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs.