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Customer service software / YOUR COMPARISON
44% evidence coverage
With AI excluded: 43–97/100
US$0.99
Fin outcome · VAT basis not stated
Teams evaluating AI resolution alongside a shared human inbox.
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The first number is earned from documented features. Unverified capabilities create the range. Product scores do not establish the quality, reliability or price of a particular plan.
| Capability & demo question | Intercom and Fin42–98/100 documented fit |
|---|---|
Core workflowShared inbox and tickets7.0 points availableAsk in the demoCreate a case from email and assign it without duplicate ownership. | ✓ Supported Essential includes shared inbox and tickets. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowCustomer interaction history7.0 points availableAsk in the demoShow the customer's previous conversations while handling the new case. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Core workflowAutomatic ticket routing7.0 points availableAsk in the demoAssign a ticket according to type, priority or team. | ✓ Supported Advanced provides round-robin workflows. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowSearchable knowledge base7.0 points availableAsk in the demoPublish an answer and find it as a customer and as an agent. | ✓ Supported Plans include a help centre. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowOperational support reports7.0 points availableAsk in the demoInspect first-response time, backlog and resolution trends. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Workflow depthSLA and escalation rules4.0 points availableAsk in the demoDemonstrate a breached target and the next escalation. | ✓ Supported Expert includes SLA management. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthBusiness-hours calendars4.0 points availableAsk in the demoApply a team working-hours calendar to a response target. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthConnected service channels4.0 points availableAsk in the demoContinue a case with history from at least two channels. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthInternal collaboration4.0 points availableAsk in the demoAdd a private note or involve another team without exposing it to the customer. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthReusable response actions4.0 points availableAsk in the demoApply a reusable reply that also updates ticket fields. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthCustom case fields4.0 points availableAsk in the demoMake an issue type available for routing and reporting. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthAgent roles and permissions4.0 points availableAsk in the demoPrevent a junior agent changing restricted settings or records. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthTicket change history4.0 points availableAsk in the demoSee who changed ownership, priority or status. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthService API or integrations4.0 points availableAsk in the demoCreate or update a case in a connected business system. | ✓ Supported Retrieve conversations with customer, assignee, message and conversation-part data through the authenticated API. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthCustomer satisfaction feedback4.0 points availableAsk in the demoCollect feedback linked to the closed case. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthPortable case data5.0 points availableAsk in the demoExport a case with its messages and useful identifiers. | ◐ Limited The conversation API returns the latest 500 parts; this endpoint alone does not guarantee a complete export of longer cases. 2.5 / 5.0 pointsEvidence ↗ |
Workflow depthBot-to-agent continuity5.0 points availableAsk in the demoTransfer a bot conversation with context and customer details. | ✓ Supported Fin procedures can hand off to people. 5.0 / 5.0 pointsEvidence ↗ |
AIGrounded AI reply assistance5.0 points availableAsk in the demoDraft a response from the case and approved knowledge. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIAI summaries and classification5.0 points availableAsk in the demoSummarise the case or identify its intent before routing. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIControlled AI resolution5.0 points availableAsk in the demoResolve a supported issue and escalate an unsupported request to staff. | ✓ Supported Fin answers and performs configured service procedures. 5.0 / 5.0 pointsEvidence ↗ |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.