Tool Review
July 01, 2024

Tool Review

Leandro Leme (CAMS, CIAM) | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use it integrated with our Slack as a way to automate services to internal users in access interactions, resets and unlocking in a way that facilitates service and process automation. Intercom works as a facilitator in this process so that best practices can be made better use of security.

Pros

  • Integration
  • User Experience
  • Reports

Cons

  • ITSM Items
  • Approval Workflow Configuration
  • SLA Count
  • Evolution in request controls.
It facilitates integration with our communication systems, such as SLACK, thus facilitating the automation of resolving activities that free up actions such as access release, password reset and unlocking, in this way way improving our internal service by providing solutions clearly within the organization.
It integrates well with communication tools, making it easier to serve end users. it integrates well with Slack.

Do you think Intercom delivers good value for the price?

Not sure

Are you happy with Intercom's feature set?

Yes

Did Intercom live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Intercom again?

Yes

The best scenario is the ease of integration with group tools like Slack, and how it facilitates interactions with HelpDesk teams, and one scenario that it may not perform well in is scenarios with automations with a lot of approval workflows in between. of the request process, for example, that is, a scenario where more than one level of approval of the request is needed.

Intercom Feature Ratings

Incident and problem management
7.8
Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
8
ITSM collaboration and documentation
6
Ticket creation and submission
8
Ticket response
8
Self Help Community
7.0
External knowledge base
7
Internal knowledge base
7
Multi-Channel Help
7.6
Customer portal
9
IVR
8
Social integration
6
Email support
8
Help Desk CRM integration
7

Comments

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