Intercom + Zendesk Integration Unito Two-Way Sync

intercom zendesk integration

Intercom and Zendesk can be integrated to create a seamless customer experience. This means that you can track customer interactions across both platforms and use this data to improve your customer support and marketing efforts. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. Zendesk provides limited customer support for its basic plan users, along with costly premium assistance options.

Input your Zendesk account details and grant Intercom the necessary permissions to your Zendesk account. Zapier lets you build automated workflows between two or more apps—no code necessary. 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. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry.

Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan. Unlike Zendesk, the prices for Intercom are based on the number of seats and contacts, with each plan tailored to each customer, meaning that the pricing can be quite flexible. This is especially helpful for smaller businesses that may not need a lot of features. As a Zendesk user, you’re familiar with tickets – you’ll be able to continue using these in Intercom.

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But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. 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.

Can I use both Zendesk and Intercom?

For loading data in both directions, Skyvia offers powerful data synchronization. Zendesk is a cloud customer support ticketing system with customer satisfaction prediction. Discover the differences between Zendesk’s all-around customer support solutions and Helpshift’s mobile-first…

This guide will show you how to connect Intercom and Zendesk to Unito to build your first flow with automated 2-way updates. When integrating data, you can fill some Intercom fields that don’t have corresponding Zendesk fields (or vice versa) with constant values. You can use lookup mapping to map target columns to values, gotten from other target objects depending on source data.

  • When you migrate your articles from Zendesk, we’ll retain your organizational structure for you.
  • You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify.
  • This unpredictability in pricing might lead to higher costs, especially for larger companies.
  • If this becomes a persistent issue for your team, we recommend contacting Zendesk.

When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses. When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. With Zapier’s 6,000 integrations, you can unify your tools within a connected system to improve your team’s efficiency and deepen their impact. After switching to Intercom, you can start training Custom Answers for Fin right away by importing your historic data from Zendesk.

The app includes features like push notifications and real-time customer engagement — so businesses can respond quickly to customer inquiries. 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 live data on who your users are and what they do in your app.

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Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates. 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.

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. With Skyvia you can easily perform bi-directional data synchronization between Intercom and Zendesk. 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.

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 create articles, share them internally, group them for users, and assign them as responses for 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. 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. With Magical, you can transfer data from Intercom to Zendesk in seconds – no complex integrations or code required. Moreover, for users who require more dedicated and personalized support, Zendesk charges an additional premium.

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Besides, Skyvia supports the UPSERT operation — inserting new records and updating records already existing in the target. This allows importing data without creating duplicates for existing target records. Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions. You can collect ticket data from customers when they fill out the ticket, update them manually as you handle the conversation. This means you can use the Help Desk Migration product to import data from a variety of source tools (e.g. Zendesk, ZOHOdesk, Freshdesk, SFDC etc) to Intercom tickets. Intercom has more customization features for features like bots, themes, triggers, and funnels.

When comparing the reporting and analytics features of Zendesk and Intercom, both platforms offer robust tools, but with distinct focuses and functionalities. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. 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. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two.

Yes, you can support multiple brands or businesses from a single Help Desk, while ensuring the Messenger is a perfect match for each of your different domains. Just visit Articles in Intercom, click Get started with articles and then Migrate from Zendesk. Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better? These are both still very versatile products, so don’t think you have to get too siloed into a single use case. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy.

intercom zendesk integration

Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. Skyvia offers a number of benefits for import Intercom data to Zendesk or vice versa. With Skyvia import you can use data filtering, perform data transformations, and many more.

The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.

These premium support services can range in cost, typically between $1,500 and $2,800. This additional cost can be a considerable factor for businesses to consider when evaluating their customer support needs against their budget constraints. On the other hand, Intercom, starting at a lower price point, could be more attractive for very small teams or https://chat.openai.com/ individual users. However, additional costs for advanced features can quickly increase the total expense. Intercom stands out for its modern and user-friendly messenger functionality, which includes advanced features with a focus on automation and real-time insights. Its AI Chatbot, Fin, is particularly noted for handling complex queries efficiently.

Fin will use your history to recognize and suggest common questions to create answers for. 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.

intercom zendesk integration

By integrating both APIs, you empower sales and support teams with real-time customer insights, fostering improved communication and a superior customer experience. Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools. However, there are occasional criticisms regarding the effectiveness of its AI chatbot and some interface navigation challenges. The overall sentiment from users indicates a satisfactory level of support, although opinions vary. It really shines in its modern messenger interface, making real-time chat a breeze. Its multichannel support is more focused on engaging customers through its chat and messaging systems, including mobile carousels and interactive communication tools.

This exploration aims to provide a detailed comparison, aiding businesses in making an informed decision that aligns with their customer service goals. Both Zendesk and Intercom offer robust solutions, but the choice ultimately depends on specific business needs. While both platforms have a significant presence in the industry, they cater to varying business requirements. Zendesk, with its extensive toolkit, is often preferred by businesses seeking an all-encompassing customer support solution. Choosing the right customer service platform is pivotal for enhancing business-client interactions. In this context, Zendesk and Intercom emerge as key contenders, each offering distinct features tailored to dynamic customer service environments.

How to set up a regular sync of all public articles from your Zendesk Guide Help Center into Intercom. Unito supports more fields — like assignees, comments, custom fields, attachments and subtasks. You can also map fields and build flexible rules to perfectly suit your use case.

Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? 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). 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.

On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools. The platform is recognized for its ability to resolve a significant portion of common questions automatically, ensuring faster response times. With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service. While Intercom Zendesk integration is uncommon, as they both offer very similar products, it can be useful for unique use cases or during migrations from one platform to the other.

While it offers a range of advanced features, the overall costs and potential inconsistencies in support could be a concern for some businesses​​​​. Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California.

View your users’ Zendesk tickets in Intercom and create new ones directly from conversations. And they’re all two-way by default, meaning information can flow back and forth in real-time. Skyvia offers powerful visual editors which allow precise mapping configuration to quickly configure your data migration or synchronization between Intercom and Zendesk. Intercom is a complete customer communications platform with bots, apps, product tours, etc. You can foun additiona information about ai customer service and artificial intelligence and NLP. Zendesk’s per-agent pricing structure makes it a budget-friendly option for smaller teams, allowing costs to scale with team growth.

You’ll see a green confirmation banner indicating the removal has been successful and synced articles will be deleted from your Articles list. Synced articles and their content will be retrievable from the Public API similar to Intercom articles. However, you won’t be able to edit or manipulate synced articles via API calls.

Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased costs for larger organizations. Intercom is a customer support platform known for its effective messaging and automation, enhancing in-context support within products, apps, or websites. It features the Intercom Messenger, which works with existing support tools for self-serve or live support. Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies.

Skyvia offers you a convenient and easy way to connect Intercom and Zendesk with no coding. They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. When comparing the user interfaces (UI) of Zendesk and Intercom, both platforms exhibit distinct characteristics and strengths catering to different user preferences and needs.

From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations. This gives your team the context they need to provide fast and excellent support. These plans make Hiver a versatile tool, catering to a range of business sizes and needs, from startups to large enterprises looking for a comprehensive customer support solution within Gmail. Intercom also has a mobile app available for both Android and iOS, which makes it easy to stay connected with customers even when away from the computer. The app includes features like automated messages and conversation routing — so businesses can manage customer conversations more efficiently.

The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard. That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall.

On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?).

This article explains how concepts from Zendesk work in Intercom, how you can easily get started with imports, and what to set up first. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. Find reporting for all articles (including synced articles) in the Articles report.

It integrates customer support, sales, and marketing communications, aiming to improve client relationships. Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations. Swift and efficient responses in customer support are crucial to maintaining customer satisfaction. Intercom is a powerful customer communication platform and Zendesk is a robust customer relationship management (CRM) solution. Combining the capabilities of these two platforms can significantly enhance your customer support efforts. By leveraging Magical, you can easily move information from Intercom to Zendesk, allowing you to focus on resolving customer issues and improving customer satisfaction.

Understanding the unique attributes of Zendesk and Intercom is crucial in this comparison. Zendesk is renowned for its comprehensive range of functionalities, including advanced email ticketing, live chat, phone support, and a vast knowledge base. Its ability to seamlessly integrate with various applications further amplifies its versatility. However, the right fit for your business will depend on your particular needs and budget. If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice.

Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience. The strength of Zendesk’s UI lies in its structured and comprehensive environment, adept at managing numerous customer interactions and integrating various channels seamlessly. However, compared to the more contemporary designs like Intercom’s, Zendesk’s UI may appear outdated, particularly in aspects such as chat widget and customization options. This could impact user experience and efficiency for new users grappling with its complexity​​​​​​. Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go.

Since both are such well-established market leader companies, you can rest assured that whichever one you choose will offer a quality customer service solution. Today, both companies offer a broad range of customer support features, making them both strong contenders in the market. Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows.

Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows. Additionally, the platform allows for customizations such as customized user flows and onboarding experiences. Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans. One of the things that sets Zendesk apart from other customer service software providers is its focus on design.

However, compared to Zendesk, Intercom might not offer the same breadth in terms of integrating a wide range of external channels. While it excels in interactive and engaging communication, especially on mobile, some businesses might find its focus on chat-based interfaces limiting if they need extensive email or voice call support. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features. It is tailored for automation and quick access to insights, offering a user-friendly experience.

Zendesk also offers a number of integrations with third-party applications. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions. The company was founded in 2007 and today serves over 170,000 customers worldwide. Zendesk’s mission is to build software designed to improve customer relationships. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction. This unpredictability in pricing might lead to higher costs, especially for larger companies.

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 by technical teams. Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. 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. 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.

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. When a conversation is found in Intercom, create a ticket in Zendesk and keep both in sync. Unito lets you turn Intercom conversations into Zendesk tickets and vice-versa with automated, 2-way updates.

Key offerings include automated support with help center articles, a messenger-first ticketing system, and a powerful inbox to centralize customer queries. When it comes to which company is the better fit for your business, there’s no clear answer. It really depends on what features you need and what type of customer service strategy you plan to implement. 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. 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. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views.

While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software. The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard. Many businesses choose to work with Intercom because of its focus on personalization and flexibility, allowing companies to completely customize their customer service experience. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool.

Its strengths are prominently seen in multi-channel support, with effective email, social media, and live chat integrations, coupled with a robust internal knowledge base for agent support. Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation Chat PG workflows, knowledge centers, and analytics. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. Zendesk is a customer service software offering a comprehensive solution for managing customer interactions.

  • However, compared to Zendesk, Intercom might not offer the same breadth in terms of integrating a wide range of external channels.
  • Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake.
  • However, there are occasional criticisms regarding the effectiveness of its AI chatbot and some interface navigation challenges.
  • Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations.

Click the button below to install, or follow the steps to download directly from the Chrome web store. All plans come with a 7-day free trial, and no credit card is required to sign up for the trial. Pricing for both services varies based on the specific needs and scale of your business.

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. Magical is a chrome extension that allows users to extract information from any website without complex integrations or APIs. The extension is designed to simplify the process of data collection by automating the extraction of information from Intercom. Magical is free, easy to use, and it can save you a lot of time and effort.

Once connected, you can add Zendesk Support to your inbox, and start creating Zendesk tickets from Intercom conversations. Here’s a detailed guide to creating a customer success plan for your business. Zendesk, less user-friendly and with higher costs for quality vendor support, might not suit budget-conscious or smaller businesses. Choose Zendesk for a scalable, team-size-based pricing model and Intercom for initial low-cost access with flexibility in adding advanced features.

A trigger is an event that starts a workflow, and an action is an event a Zap performs. With Zapier, you can integrate everything from basic data entry to end-to-end processes. Here are some of the business-critical workflows that people automate with Zapier. intercom zendesk integration When you switch from Zendesk, you can also create dynamic macros to speed up your response time to common queries, like feature requests and bug reports. Before you start, you’ll need to retrieve your Zendesk credentials and create a Zendesk API key.

Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available. This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms.

intercom zendesk integration

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. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. If you need to load data in one direction, from Intercom to Zendesk or vice versa, you can use Skyvia import.

It’s known for its unified agent workspace which combines different communication methods like email, social media messaging, live chat, and SMS, all in one place. This makes it easier for support teams to handle customer interactions without switching between different systems. Plus, Zendesk’s integration with various channels ensures customers can always find a convenient way to reach out. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships. Founded as a business messenger, it now extends to enabling support, engagement, and conversion. Zendesk is renowned for its comprehensive toolset that aids in automating customer service workflows and fine-tuning chatbot interactions.

Free trials include unlimited changes, active flows, connected tools, custom fields, and more. 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. Find out how easy it is to connect tools with Unito at our next demo webinar. This allows using import to perform mass update operations or mass deleting data, matching some condition. Skyvia’s import can load only new and modified records from Intercom to Zendesk and vice versa.



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