Intercom Helpdesk

Fresh

by Intercom

Omnichannel help desk with unified inbox, AI-assisted agent tooling, ticket state management, workflow automation, and SLA enforcementSupport agents juggling multiple channels and tools who need a single workspace to triage, respond to, and track customer conversations efficientlyFree tier

Omnichannel shared inbox and ticketing system giving human support agents a unified workspace with AI-assisted reply drafting (Copilot), conversation routing, SLAs, macros, and internal notes.

Features

Fin AI Agent (per-resolution)all plansFin AI Copilot (agent-assist)all plansOmnichannel Shared Inboxall plansTicketing Systemall plansHelp Center / Knowledge Baseall plansWorkflow Automation Builderpaid onlyProactive Campaigns (Series)paid onlyMultilingual Supportpaid onlyLite Seats (free viewer/collaborator access)paid onlySLA Managementpaid onlyAI Insights / CX Score / Topic Trends (Pro Add-on)paid onlyAverage Adjusted Handling Time (AAHT) Reportingpaid onlyCustom Reportsenterprise onlyMultiple Help Centers / Multibrandenterprise onlySSO (SAML)enterprise onlyHIPAA Complianceenterprise onlySOC 2 Type II / GDPR / ISO 27001all plansData Connectors (MCP / API integrations for Fin)paid only350+ Pre-built Integrations (Salesforce, HubSpot, Jira, Stripe, etc.)all plansREST API + Webhooksall plansFin Voice (AI Phone Agent)paid onlyProduct Tours & In-app Onboardingpaid onlySurveyspaid onlyMacros (Saved Replies)all plansConversation Tags & Segmentationall plans

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