Magento 2 extension won’t just be wonderful for all your necessary task. That’s why your online store needs more third party solutions for Magento 2. Well, there are lots of them, but for a typical store owner, you should notice these two most: the live chat system and the ticket system.

Live chat system

Live chat system is an online customer service software with live support and some web analytics capabilities. There are now 2 most well-known live chat systems which are developed and worked well in SaaS (Software as a Service) business like Magento 2: Zendesk chat (formerly Zopim chat) and Intercom. Let’s see the table of comparison between these two:

Overall features Zendesk chat Intercom
Live chat and instant message x x
Trigger x x
Tracking and Live Analytics x x
Mobile app x x
Offline mode x
History chat x x
Team Inbox x
Appearance Customization x x
Email Composer x

 

Zendesk chat Intercom
Price Min $11.2 Min $49
Available plans Engage + Learn + Support: from $57

  • For your company
  • Everything for Marketing, Product, and Support to connect with customers.

Acquire: flat $49

  • For sales and support teams
  • Talk to visitors on your website to help them become customers

Engage: from $49

  • For marketing teams
  • Guide new signups to become active customers

Learn: from $49

  • For product teams
  • Get quality product feedback from the right customers

Support: from $49

  • For support teams
  • Streamline support for your team and your customers

Observe: free forever

  • For your company
  • See who your customers are and what they do in your product
Lite – Free

  • 1 Agent

Basic – $11.20/agent/month (yearly) or $14/agent/month (monthly)

  • Unlimited Agents
  • Unlimited Chats
  • 2 Triggers
  • 2 Departments
  • Widget Customization

Advanced – $20/agent/month (yearly) or $25/agent/month (monthly)

  • Unlimited Triggers
  • Unlimited Departments
  • Rest API
  • Operating Hours
  • Chat Reports

Premium – $44/agent/month (yearly) or $55/agent/month (monthly)

  • Widget Unbranding
  • Agent Reports
  • Real-Time Monitoring
  • High Load Dashboard
  • 24/7 support
Available Languages USA, UK, Canada, Europe, Asia, Australia, China, Germany, India, Japan, Latin America, Middle-East USA, UK, Canada, Europe
Business Size Small Business | Medium Business | Large Enterprises | Freelancers Small Business | Medium Business | Freelancers
Website https://www.zopim.com/ https://www.intercom.com/
OS supported
  • Windows
  • Mac
  • Android
  • iOS
  • Web-based
  • Windows
  • Mac
  • Android
  • iOS
Supported Integrations Zopim supports integration with the following business systems and applications:

  • Zendesk
  • Google Analytics
  • Salesforce
  • Highrise
Intercom offers an API and integrates with the following applications:

  • Driftrock Custom Audience
  • Usersnap
  • Stripe

Support ticket system

A ticket system is a computer software package that manages and maintains lists of issues, as needed by an organization. Notable supported Ticket systems for Magento 2 are Zendesk ticket and Kayako.

Available features Zendesk Kayako
Email to Ticket Conversion x x
Knowledge Base x x
Self Service Portal x x
Multiple Service Level Agreement policies x x
Automations – Ticket routing, scenario automations x x
Community Portal with Idea Management & Voting x x
Multi-language & multi-time zone support x x
Satisfaction Surveys x x

 

Zendesk

Kayako

Price $25 $24
Available plans
  • Regular ($25 per month, billed annually; $29 if monthly): per agent; customer satisfaction ratings; domain mapping
  • Plus promo ($49 per month, billed annually; $59 if monthly): per agent; insights; internal knowledge base, time tracking
  • Enterprise ($125 per month, billed annually; $139 if monthly): per agent; launch guidance; free light agents; ticket forms; custom roles
  • Enterprise Elite ($195 per month, billed annually)
  • Case ($24 per month, billed annually or $29 monthly): per agent; ticket and email management; intelligent ticket routing and workflows; set targets and track reply deadlines
  • Engage ($24 per month, billed annually or $29 monthly): per agent; roll-out live chat; real-time visitor monitoring; voice and click-to-call
  • Fusion ($39 per month, billed annually or $49 monthly): per agent; email + tickets + live chat + calls; every conversation tracked
Available Languages USA, UK, Canada, Europe, Asia, Australia, China, Germany, India, Japan, Latin America, Middle-East USA, UK, Canada, China, Germany, India, Japan
Business Size Small Business | Large Enterprises | Medium Business | Freelancers Small Business | Large Enterprises | Medium Business | Freelancers
Website https://www.zendesk.com/ https://www.kayako.com/
OS supported
  • Windows
  • Mac
  • Android
  • iOS
  • Blackberry
  • Linux
  • Windows
  • Mac
  • Android
  • iOS
  • Linux
Supported Integrations
  • 123Contact Form
  • 3CLogic
  • AgileCRM
  • AppGuru
  • Azuqua
  • Capsule CRM
  • Cart 66
  • Cisco DTK
  • ClickDesk Live Chat
  • Cloud Magic
  • Drupal
  • FreshBooks
  • Google Apps
  • Hootsuite
  • Infusionsoft
  • Joomla!
  • LiveChat
  • MailChimp
  • Microsoft Dynamics
  • Olark Live Chat
  • Podio
  • SAP Business One
  • WordPress
  • Zopim Chat
  • Basecamp
  • Drupal
  • Freshbooks
  • Joomla
  • Mailchimp
  • Salesforce
  • SAML Single Sign-on
  • WHMCS
  • WordPress
  • Yammer
  • More apps from Kayako community
  • REST API integrates with your apps and backend systems

Conclusion

Because Zendesk chat and Zendesk system, these two systems are working well together. Zendesk chat is considered better than Intercom, both in price and functions. We have used many different live chat and ticket system, but we are now happy with the current Zendesk chat and ticket system.

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