Freshdesk vs Intercom
Freshdesk
freshworks.comIntercom
intercom.comSide by side
| Figure | Freshdesk | Intercom |
|---|---|---|
| Price from | $19/mo | $0.99/mo |
| Free plan | Yes | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | — | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | — |
| Plans published | 4 | 11 |
| Spec score · Support Analytics | 8.8 (#1) | 8.8 (#2) |
| Spec score · Help desk software | 9.1 (#6) | 9.0 (#10) |
| Spec score · Customer Self-Service Software | 8.9 (#3) | 8.7 (#7) |
| Spec score · AI Customer Service Software | 8.9 (#3) | 8.6 (#7) |
| Spec score · Customer Service - Midmarket Software | 8.9 (#4) | 8.7 (#8) |
| Spec score · Customer Service - Enterprise Software | 8.9 (#4) | 8.7 (#6) |
| Spec score · Self Service Software | 9.0 (#4) | 8.7 (#9) |
| Spec score · Customer Support Software | 8.8 (#5) | 8.6 (#8) |
| Spec score · Multilingual Customer Support Software | 8.9 (#4) | 8.7 (#6) |
| Spec score · Digital Customer Service Platforms | 8.9 (#5) | 8.6 (#8) |
| Spec score · Support Bots | 8.7 (#4) | 8.4 (#7) |
| Business reach | Freshdesk is described as trusted by 74,000+ businesses worldwide. | Intercom says it is trusted by more than 30,000 businesses. |
| Founded | 2010 | 2011 |
| Free plan | No | No |
| Free trial | The page offers a free trial. | A 14-day trial is available without a credit card and includes all features, Fin, and add-ons. |
| Headquarters | San Mateo, California, United States | San Francisco, California, United States |
| Third-party integrations | Connector app tasks automate workflows between Freshdesk and third-party integrations. | Fin can work with existing helpdesks including Salesforce, HubSpot, and Freshdesk. |
| Starting price | Paid plans start at $19 per agent per month, billed annually. | 29 |
Plans
Intercom
- Essential$19 a month
- Advanced$85 a month
- Expert$132 a month
- Fin AI Agent$0.99 a month
- Fin AI Agent$0.99, paid once
- Fin AI Agent with existing helpdesk$0.99, paid once
- Fin Voice$1.99, paid once
- Copilot$29 a month
- Copilot monthly$35 a month
- Pro$99 a month
In their own words
Freshdesk
Freshdesk is customer service software for organizing support requests across email, web forms, chat, social networks, and messaging channels. Its shared inbox brings conversations together, while ticket automation, case management, SLA management, and workflow actions support service teams. Customers can use a help center and portal, and service analytics can be customized. Freshdesk supports multiple languages, and Freddy AI Copilot translates conversations and replies in 60+ languages. Teams can set role-based permissions; the Enterprise plan adds audit logs, allowed domains, and IP whitelisting. Authentication includes SAML single sign-on and JWT, with API access available. The Free program covers 1–2 agents for six months. Paid plans start at $19 per agent per month, billed annually, and a 14-day trial is offered. The first 500 Freddy AI Agent sessions are included; additional sessions cost $49 per 100.
Intercom
Intercom is a customer messaging and support platform for businesses serving people through a website, app, or product. It combines a website chatbot and live-agent chat with a shared inbox, ticketing, a help center, and omnichannel conversations. Teams can use its visual flow builder and AI bot generation, track visitors, and connect 450 listed integrations. Fin answers free-form questions from approved knowledge and cites sources. When a conversation needs an agent, it passes along the conversation and customer history. Teams can customize Messenger’s tone, style, and design, and Fin can work with existing helpdesks including Salesforce, HubSpot, and Freshdesk. The platform and Messenger support web, iOS, and Android. Essential is $19 a month per seat when billed annually; Advanced is $85 a month per seat and includes 20 free Lite seats; Expert is $132 a month per seat and includes 50 free Lite seats. Fin AI Agent is billed from $0.99 per outcome. A 14-day trial is listed; payment begins only after choosing a plan and adding payment details. Intercom was founded in 2011 and is headquartered in San Francisco.