Integration with Intercom

Hi Ana,

Can you share how you would want this integration to function?

-Param

Hi,

We would also like an integration with Intercom features, more specifically there Knowledge base.

I.E : use Freshdesk for ticketing system and Intercom for the KB.

We need some of their feature .

What i'd like to see is your ticketing system and their KB ('Educate' product ) for a solution where as you show an end user start to write a ticket and he gets possible answers from the KB ( which would be from Intercom ) .

Is it possible?

Thanks

Hi Itamar,

Have you tried Freshdesk's Knowledge based and feedback widget? Is there are a reason that you prefer Intercom's Educate?

I would also like to see an integration with Intercom. There is information in Intercom about our customers that is not available in Freshdesk so I would like to be able to pipe certain info from Intercom into Freshdesk so that we don't keep having to go back and forth. Some kind of panel at the side that automatically looks up the current customer in Intercom and populates with particular info of our choosing.

We would like also an integration with Intercom!

We would also like to see an integration with Intercom and the Freshdesk support guides. We can't use the freshdesk bots because Intercom does a lot more for us - sales leads, customer journeys and paths, tagging of customers, in-app messaging for marketing/sales, etc. But we don't want to move to Intercom for support - but would like to have a single bot for everything.

Thanks Shruti. We've looked pretty heavily at Freshchat actually and, unfortunately, it's missing a lot of the things that we use Intercom for. I think it's progressing, but it's still not there yet. For example, with Intercom I can connect to Calendly to schedule demonstrations from within the bot. Its triggering functionality is quite advanced as to when to auto-trigger messages in-app or via email.  It has strong capabilities to create product tours, and we have also integrated it directly with our SaaS app to push tags and other data from within our application to Intercom for logic flows for existing customers. And it can integrate with segment.io so we can multiplex the data elsewhere.

However, we don't like the Intercom support "library", there's no forum, the agent collaboration is weak, and a lot more is missing on the helpdesk side. We are planning on sticking with Freshdesk.

BUT on the bot/chat side we need an all in one solution that supports the above and ALSO integrates with the freshdesk knowledgebase. I understand that Intercom is a competitor, but it's also a way for you guys to further promote your platform to all of Intercom's users. I guaranty there are quite a number of people using both Freshdesk and Intercom, and others that would be interested in the combo. I would recommend, at some point, doing a survey of your customer base to see what other software they use and what they would like to see Freshdesk integrated with.