Hey everyone 👋 I’m new here, and also fairly new at my company. I’ve been tasked with helping evaluate our support stack, and pricing transparency is a huge factor for us right now.
We’re down to Intercom and Zendesk as the final contenders. I’ve been through their websites and sales calls, but I’m getting a bit of whiplash. Intercom seems to push for a “book a demo” approach for anything beyond their starter plan, while Zendesk has those public per-agent tiers but then layers on products like Sunshine or Advanced AI.
What’s been your actual experience? If you’ve gotten formal quotes for either platform, which one felt more straightforward? I’m especially curious about the real cost once you add essential modules like a knowledge base, some basic automation, and maybe a chatbot. Does one platform tend to have more “gotchas” or hidden fees for integrations?
Any anonymized insights or ballpark percentages over the listed price would be incredibly helpful as I try to build a business case. We’re a team of about 15 support agents, if that helps frame any examples.