Intercom vs Zendesk Suite: plans, prices and documented features
Each feature is checked separately. Plans follow each vendor's pricing-page order. Missing documentation does not mean a feature is unavailable.
Coverage and checked dates
Intercom
Last checked:
Covers the Essential, Advanced and Expert seat plans. Fin AI Agent used with another helpdesk is not a plan here.
Zendesk Suite
Evidence checked from to
Covers Zendesk Suite plans; the email-only Support Team plan isn't included.
Plans and listed prices
Intercom
- Essential: Price not listed
- Advanced: $85 per user/month billed annually · monthly: Price not listed
- Expert: $132 per user/month billed annually · monthly: Price not listed
Price source · checked 12 Oct 2026
Intercom pricing page plan cards · Intercom
Intercom pricing FAQs · Intercom
Intercom seats article · Intercom
Intercom pricing page · Intercom
Zendesk Suite
- Suite Team: $55 per agent/month billed annually · $69 per agent/month billed monthly
- Suite Professional: $115 per agent/month billed annually · $149 per agent/month billed monthly
- Suite Enterprise: contact sales
Price source · checked 6 Oct 2026
Zendesk pricing page · Zendesk
Documented features by plan
| Feature | Intercom | Zendesk Suite |
|---|---|---|
| SLA policies | Essential, Advanced: not listed. Expert: included | Suite Team: not listed. Suite Professional, Suite Enterprise: included Limits:
|
| Automatic assignment | Essential: not listed. Advanced, Expert: included Limits:
| Suite Team, Suite Professional, Suite Enterprise: included Limits:
|
| Custom agent roles | Essential, Advanced: not included. Expert: included | Suite Team, Suite Professional: not included. Suite Enterprise: included Limits:
|
| SAML single sign-on | Essential, Advanced: not included. Expert: included Limits:
| Suite Team, Suite Professional, Suite Enterprise: included Limits:
|
| Public knowledge base | Essential, Advanced, Expert: included | Suite Team, Suite Professional, Suite Enterprise: included Limits:
|
| Custom reports | Essential: not listed. Advanced, Expert: included Limits:
| Suite Team: not included. Suite Professional, Suite Enterprise: included Limits:
|
- Included:
- the vendor's own page names this plan for the feature.
- Not included:
- the vendor's own page says this plan doesn't have it.
- Not listed:
- the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
Entry plan that documents it
This is the first plan in pricing-page order confirmed to include the feature. Features are checked separately; these rows do not confirm a shared plan for your whole list.
| Feature | Intercom | Zendesk Suite |
|---|---|---|
| SLA policies | Expert: $132 per user/month billed annually · monthly: Price not listed | Suite Professional: $115 per agent/month billed annually · $149 per agent/month billed monthly |
| Automatic assignment | Advanced: $85 per user/month billed annually · monthly: Price not listed | Suite Team: $55 per agent/month billed annually · $69 per agent/month billed monthly |
| Custom agent roles | Expert: $132 per user/month billed annually · monthly: Price not listed | Suite Enterprise: contact sales |
| SAML single sign-on | Expert: $132 per user/month billed annually · monthly: Price not listed | Suite Team: $55 per agent/month billed annually · $69 per agent/month billed monthly |
| Public knowledge base | Essential: Price not listed | Suite Team: $55 per agent/month billed annually · $69 per agent/month billed monthly |
| Custom reports | Advanced: $85 per user/month billed annually · monthly: Price not listed | Suite Professional: $115 per agent/month billed annually · $149 per agent/month billed monthly |
Notes on features and prices
Intercom
- Intercom lists two different annual prices for Essential: $19 and $29.
- Essential: The $39 seat price is not tied to a billing period.
- Advanced: The $99 seat price is not tied to a billing period.
- Monthly billing is named only for Essential and Advanced.
Zendesk Suite
- Suite Team routes by agent status and capacity; Suite Professional adds skill and ticket priority.
Cost notes
Intercom
Last checked:
Account-wide notes
- Fin AI Agent costs $0.99 per outcome on every plan, charged at most once per conversation, and nothing when Fin cannot answer.
- Fin Voice is sold through sales at $1.99 per voice outcome.
- Fin AI Agent used with another helpdesk has no seat costs and a minimum monthly commitment.
- Copilot is an optional add-on: $29 per agent a month on annual billing, or $35 a month on monthly billing.
- Pro is an optional add-on that starts at $100 a month and includes analysis of 500 conversations and 6,000 credits a month; extra credits cost $0.01 each.
- Proactive Support Plus is an optional add-on at $99 a month, which includes 500 messages a month; additional messages are charged per unit.
- WhatsApp, SMS, bulk email and phone are billed by usage in addition to seat prices.
- Additional seats and additional usage are always charged at list price; annual discounts do not apply to them.
- All seats in a workspace must be on the same plan.
Lite seats
- Essential: Essential does not offer Lite seats.
- Advanced: 20 lite seats are included at no charge. The maximum and the price of more are not stated.
- Expert: 50 lite seats are included at no charge. The maximum and the price of more are not stated.
- Advanced, Expert: Cannot create SLAs, manage shared macros, manage round robin or delete notes. Can create and edit custom reports.
Zendesk Suite
Last checked:
Account-wide notes
- App Builder, Action Builder and Voice are billed by usage beyond plan allowances.
- The light agent help article also lists Suite Growth and Enterprise Plus, which are not on the current pricing page.
Light agents
- Suite Team: Light agents are a paid add-on on Suite Team; the add-on price is not stated.
- Suite Professional: Includes up to 100 light agents; more are a paid add-on (price not stated).
- Suite Enterprise: Includes up to 1,000 light agents, according to the help article.
- Suite Team, Suite Professional, Suite Enterprise: Can read tickets and add private comments.
Sources
Intercom
- Intercom pricing page · Intercom · checked
- Intercom set SLAs for conversations and tickets · Intercom · checked
- Intercom assign conversations to teammates and teams · Intercom · checked
- Intercom round robin deep dive · Intercom · checked
- Intercom custom roles · Intercom · checked
- Intercom SAML SSO · Intercom · checked
- Intercom Help Center explained · Intercom · checked
- Intercom create a custom report · Intercom · checked
- Intercom pricing FAQs · Intercom · checked
- Intercom billing for a monthly or annual subscription · Intercom · checked
- Intercom seats article · Intercom · checked
- Intercom pricing page plan cards · Intercom · checked
Zendesk Suite
- Defining SLA policies · Zendesk · checked
- Zendesk pricing page · Zendesk · checked
- About omnichannel routing · Zendesk · checked
- Creating custom roles and assigning agents · Zendesk · checked
- Enabling SAML single sign-on · Zendesk · checked
- Getting started with your help center · Zendesk · checked
- Why can’t I create reports or dashboards in Zendesk Explore · Zendesk · checked
- About the Zendesk Explore plan types · Zendesk · checked
- Zendesk pricing page · Zendesk · checked
- Managing light agent seats in your Zendesk account · Zendesk · checked
- Understanding and setting light agent permissions · Zendesk · checked
- What counts as an agent license in Zendesk? · Zendesk · checked
- Zendesk pricing page · Zendesk · checked
Intercom
Visit Intercom's pricing page (opens in new tab)
Direct link. We earn no commission.
Zendesk Suite
Visit Zendesk's pricing page (opens in new tab)
Direct link. We earn no commission.