Hacker News Reader

Intercom, hands down. We switched what now seems a long time ago, and the pricing is like 3x of what we paid for Zendesk, but the UX feels so much more natural and UI unobstructive that we gladly pay $600/mo for it. Plus the additional features make it a non brainer (true, it also lacks some that Zendesk has)

View on HN

We used Intercom for a while and found it didn't fit our use-case; our tickets tend to be longer and more technically in-depth, and the Intercom UI/API didn't perform very well in those constraints.

Additionally, the chat-based interface gave our customers the expectation that they'd always get an immediate response, which just wasn't always possible.

We still have it and use it for some features like usage analytics, but it's not our primary support tool.

consider using Freshdesk. They have a so much and are much better than zendesk and Intercom. If you have a mobile app then use Hotline (https://hotline.io/) they have an integration with freshdesk. This two product go hand in hand and also have a good support team.

Reply on news.ycombinator.com