Intercom vs Zendesk: Which Customer Support Platform in 2025?
Intercom and Zendesk are the two dominant customer support platforms. Here is how to choose between them for your team in 2025.
Intercom vs Zendesk: Which Customer Support Platform in 2025?
The Fundamental Difference
Intercom: Built around proactive, conversational support. Strong on live chat, in-app messaging, and customer engagement. More product-led, less ticket-focused.
Zendesk: Built around ticket management and structured support operations. Stronger for high-volume support teams with complex workflows, SLAs, and escalation paths.
Pricing
| Plan | Intercom | Zendesk |
|---|---|---|
| Essential/Support | $39/seat/month | $19/agent/month |
| Pro/Suite | $99/seat/month | $55/agent/month |
| Enterprise | Custom | $115/agent/month |
Choose Intercom When
- SaaS or product business where in-app messaging is important
- Focus on proactive customer engagement and onboarding
- Small to mid-size team wanting conversational support
- Chat-first support model
Choose Zendesk When
- High-volume email support is your primary channel
- Complex escalation workflows and SLA management
- Large support team with multiple tiers
- Ecommerce or non-digital businesses with diverse support channels
Try Claude for Support Scripts
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