Fin vs Zendesk
Zendesk uniquely has 7 features · Fin uniquely has 6 features.
| Fin | Zendesk | |
|---|---|---|
| Company | ||
| Founded | 2011 | 2007 |
| HQ | San Francisco, USA | San Francisco, USA |
| AI model | Apex 1.0 and Apex Flash (proprietary, custom-trained on customer experience interactions) | Proprietary (Zendesk AI + Forethought) |
| User base | 12,000+ customers | 4,086+ reviews on Capterra |
| Platforms | Web, Voice, Chat, Email, SMS, WhatsApp, Slack, Instagram, Facebook Messenger, API | Web, iOS, Android, API |
| Languages | Dozens of languages with real-time translation | 40+ |
| Pricing | ||
| Pricing model | Usage-based | Subscription |
| Free plan | No | No |
| Free trial | Yes | Yes — 14 days |
| Starting price | $0.99/outcome | $25/mo |
| Enterprise | Custom — contact sales | Custom (Talk to Sales) |
| All plans | Fin with your current helpdesk$0.99 per outcome usageFin with Intercom helpdeskFrom $0.99 per outcome + $19 per helpdesk seat/month usagePro Add-on$99 per 1,000 conversations/month usageCopilot Add-on$35 per user/month | Support Team$25/agent/moSuite Team$69/agent/moSuite Professional$149/agent/moSuite Enterprise + CopilotCustom |
| Positioning | ||
| Best for | Mid-market and enterprise businesses seeking an AI agent to automate customer service across multiple channels and helpdesks | Teams needing AI-powered customer support and ticketing |
| Differentiator | Fin uses proprietary Apex AI models custom-trained on billions of customer experience interactions, achieving an industry-leading average 76% resolution rate across 12,000+ customers with outcome-based pricing so you only pay when issues are truly resolved. | Zendesk combines a self-improving Resolution Learning Loop with Forethought AI agents that work across any platform without migration, delivering up to 80% automation while continuously learning from every resolved interaction. |
| Competitors | Zendesk AI, Freshdesk Freddy AI, Salesforce Einstein, Intercom (standalone), Ada, Tidio | Intercom, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub, Zoho Desk |
| Features | ||
| AI Agents | — | ✓ |
| AI Copilot for Agents | ✓ | — |
| Admin Copilot | — | ✓ |
| Email & Ticketing | ✓ | — |
| Generative AI for Voice | — | ✓ |
| Ivr Phone Tree | — | ✓ |
| Knowledge Base | — | ✓ |
| Live Chat Support | ✓ | — |
| Omnichannel Routing | — | ✓ |
| Proactive Outbound Suite | ✓ | — |
| Whatsapp & Sms | ✓ | — |
| Workflow Automations | ✓ | — |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | ✓ | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | ✓ | ✓ |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, HubSpot, Freshdesk, Intercom, Shopify, Slack, WhatsApp, SMS, Instagram, Facebook Messenger, Okta, Azure AD, OneLogin, MCP | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Zoom, Microsoft Teams, Google Analytics, Magento, 1,000+ apps in marketplace |
| Salesforce | ✓ | ✓ |
| Shopify | ✓ | ✓ |
| Slack | ✓ | ✓ |
| Zapier | — | ✓ |