The verdict
If you want a conventional ticketing system that you grow into, with fields, SLAs, phone support and a big integration marketplace, pick Freshdesk. If your question mix is simple, your help content is good, and you want the AI agent to resolve a share of conversations from day one, pick Intercom.
Cost shape matters. Intercom charges per seat, and Fin is billed by resolved outcome on top. That is harder to forecast than seats alone. Whichever you choose, start with a narrow set of questions, read what the AI answered, and widen it only when the quality holds. The vendors' AI figures are marketing numbers, so measure your own.
Side by side
| 13 points compared | ||
|---|---|---|
| Starts at | $19/mo | $29/mo |
| Free plan | No | No |
| API | Yes | Yes |
| MCP server | Yes | Yes |
| AI chatbot / agent | Yes | Yes |
| AI search & answers | Yes | Yes |
| Custom domain & branding | Yes | Yes |
| Help centre / knowledge base | Yes | Yes |
| Internal wiki | Yes | No |
| Live chat widget | Yes | Yes |
| Native ecommerce (Shopify) integration | Yes | Yes |
| Public help centre | Yes | Yes |
| Shared inbox & ticketing | Yes | Yes |
| Links |
Plans and pricing
Freshdesk by Freshworks
- Growth$228/yr/seat
- Pro$660/yr/seat
- Enterprise$1,068/yr/seat
Intercom
- Essential$29/mo/seat
- Advanced$85/mo/seat
- Expert$132/mo/seat
Who each is for
Choose Freshdesk by Freshworks if…
Pick Freshdesk when you want a mainstream ticketing helpdesk with automation, several channels including phone, and AI agents as one part of the picture. It suits teams with several agents who will spend a few weeks on setup and want a wide set of integrations.
Freshdesk charges per agent and has no permanent free plan, so the bill is easier to predict. Its AI agents resolve some questions, but results depend on your knowledge base and ticket quality.
Choose Intercom if…
Pick Intercom when support volume is growing faster than headcount and you want AI resolution built in from the start. Fin works across email, chat, phone and Slack, and your people keep the conversations that need judgement.
Budget for two cost lines, seats and resolved outcomes, and estimate how many conversations Fin will resolve before you commit. Higher tiers add workflow automation and single sign-on. Fin is only as good as your help content, so plan time to write and maintain it.
Other options worth a look
Customer service platform that combines helpdesk ticketing, omnichannel support and AI-powered knowledge base capabilities.
Centralises customer support across email, chat, social and SMS for ecommerce stores with order-data integration.
Powers knowledge bases and help centres with AI search, chatbots and an AI writing agent.
Meta's messaging app and API that lets businesses chat with customers on WhatsApp, from small shops to enterprises.