Zendesk vs Intercom
Zendesk and Intercom both run customer support, and neither offers a free plan — this is a considered purchase for a team that already has enough conversations to need one. Zendesk grew up as a ticketing system with a help centre attached; Intercom grew up as a messenger, and it still shows in how each one wants you to work.
Which should you choose?
Choose Zendesk if
- Support teams of 10 or more agents handling high ticket volumes
- Companies that need multiple channels, SLAs and audit-ready reporting
- Businesses with a large existing app stack that need marketplace integrations
Choose Intercom if
- SaaS and online businesses that want chat and AI-first support
- Teams with enough help center content for an AI agent to deflect volume
- Product-led companies combining support with in-app messaging
Cheapest to start
Zendesk · From $19/mo
Free plan
Neither
Highest editor rating
Zendesk · 4.5
| Compare | Zendesk |
|---|---|
| Free plan | No |
| Free trial | Yes |
| Starting price | From $19/mo |
| Editor rating | 4.5 |
| Ease of use | Moderate (3/5) |
| Category | Customer Support |
| Pricing model | Support-only plans start at $19 per agent per month billed annually; the full Zendesk Suite runs from $55 (Team) to $115 (Professional) per agent per month annually, with Enterprise priced on request. AI agent resolutions and the copilot add-on are billed separately. |
| Plans |
|
| Platforms | Web, iOS, Android, API |
| Integrations | Facebook & Instagram, HubSpot, Jira, Microsoft Teams, Salesforce, Shopify, Slack, Trello, WhatsApp, Zapier |
| Best for |
|
| Pros |
|
| Cons |
|
| AI agents | Yes |
| API access | Yes |
| Chatbot | Yes |
| Knowledge base / help centre | Yes |
| Live chat | Yes |
| Multichannel inbox (email, chat, social) | Yes |
| Reporting & dashboards | Yes |
| Shared inbox | No |
| SLA management | Yes |
| SSO / SAML | Yes |
| Ticketing | Yes |
| Webhooks | No |
| WhatsApp channel | Yes |
| Workflow automation | Yes |
Common questions
- Is Zendesk cheaper than Intercom?
- Zendesk starts lower, at $19 a month against $29 for Intercom. Both figures are the entry paid plan billed monthly, checked against each vendor's own pricing page. Higher tiers and add-ons can change the comparison, so price the plan you actually need.
- Does Zendesk or Intercom have a free plan?
- Neither offers a permanently free plan. Zendesk and Intercom offer a free trial instead.
- How long is the Zendesk and Intercom free trial?
- Zendesk offers a 14-day free trial, and Intercom offers a 14-day free trial.
Our verdict
Zendesk starts lower at $19 per agent per month against Intercom's $29, and VERILO rates it 4.5 to Intercom's 4.4. Both score 3 out of 5 for ease of use and both offer a free trial. The real split is team size: Zendesk's own positioning starts around ten agents, while Intercom suits smaller teams from about five. Pick Zendesk if support is a queue to be worked, Intercom if it is a conversation to be continued.