---
title: "7 best customer support software for events (2026)"
description: "The best customer support software for events, ranked on fees, features and fit, with sources. Checked October 2026."
canonical: "https://www.ticketfairy.com/compare/customer-support/best-customer-support-software-for-events"
---

1. [Ticket Fairy](https://www.ticketfairy.com/)
2. [Compare](https://www.ticketfairy.com/compare)
3. [Customer support](https://www.ticketfairy.com/compare/customer-support)
4. Best customer support software for events

# Best customer support software for events

Your ticket buyers get answers quickly when your team sees each buyer's order beside their message and can fix it without leaving the conversation. We describe every platform from its own published pages.

  [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Get started free](https://manage.ticketfairy.com/welcome?utm_source=compare&utm_campaign=compare-customer-support-best-customer-support-software-for-events)

Ticket Fairy publishes this comparison and also sells event ticketing and event management software. [How we compare platforms](https://www.ticketfairy.com/compare/methodology)

- **7** platforms ranked for events
- **5** things the ranking weighs
- **Ticket Fairy** featured first, for your whole event

## What should an event team look for in customer support software?

Ticket buyers write in waves: when tickets go on sale, when the line-up changes and on the day itself. Most questions are about an order: resend my tickets, change the name, can I get a refund. You want the common questions answered for you, the buyer's order beside each message, order fixes without leaving the conversation, and room for extra staff when messages spike at the on-sale.

1. Your team answers website chat, email, Instagram and Messenger from one inbox.
2. Buyers get AI answers from your own FAQ and policy pages.
3. Your team sees the buyer's order beside the conversation.
4. Your team resends tickets, changes names and refunds without leaving the conversation.
5. Buyers reach a person when they need one, and you can add extra staff at busy times.

## How do they compare side by side?

### Which platform covers each thing you need?

Ticket Fairy includes 4 of these 5 things you need, on any plan.

Scroll sideways to see all 7 platforms.

| What you need | Ticket Fairy | Freshdesk | Front | Gorgias | Help Scout | Intercom | Zendesk |
| --- | --- | --- | --- | --- | --- | --- | --- |
| Where buyers reach you |  |  |  |  |  |  |  |
| Channels in one inbox | Included[1](#source-1) Your team can answer website chat handovers, Instagram and Messenger messages and email replies from one team inbox | On a paid plan[2](#source-2) Freshdesk Omni: email, web chat, WhatsApp, Facebook, Instagram in one inbox; Freshdesk: email, Facebook, web chat Plans: Freshdesk Omni (Growth, Pro, Enterprise) for WhatsApp and Instagram | On a paid plan[3](#source-3) Email, live chat, SMS, Slack, social, WhatsApp, voice integrations; Starter covers one channel type. Plans: Professional | Included[4](#source-4) Email, chat, contact form, help center, Facebook, Instagram and WhatsApp; Voice and SMS are paid add-ons Plans: All Helpdesk plans | On a paid plan[5](#source-5) Email on all plans; live chat, SMS, WhatsApp, Instagram and Messenger on paid plans Plans: Standard and above for channels beyond email | Included[6](#source-6) Messenger chat, email, phone, WhatsApp, SMS, Facebook, Instagram, Slack and Telegram, on all plans | On a paid plan[7](#source-7) Suite plans: email, messaging (web, mobile, social), voice, SMS, live chat; WhatsApp supported Plans: Suite Team and above; Support Team is email-based |
| AI answers from your own content | Included[8](#source-8) Your concierge can answer buyers from your FAQ, policy and venue pages, Google Docs or your whole website | Extra cost[9](#source-9) Freddy AI Agent answers from solution articles, files, crawled URLs and Q&A; 500 sessions included once, then $49 per 100 Plans: Chat AI agent: Freshdesk Omni; Email AI agent: both products | Extra cost[10](#source-10) Autopilot AI agent answers from Front knowledge bases, websites, files and notes. | Extra cost[11](#source-11) AI Agent answers from help center, website, documents, guidance and Shopify data; fee per automated interaction Plans: AI Agent subscription, available on every plan | Extra cost[12](#source-12) Scout AI agent answers from Docs, websites and text sources in Beacon chat and email Plans: All plans; billed per resolution | Extra cost[13](#source-13) Fin AI Agent on all plans, charged USD 0.99 per outcome | Included[14](#source-14) AI agents answer from your knowledge sources; billed per automated resolution with a plan allowance Plans: Every Suite and Support plan |
| Hands a question to a person | Included[15](#source-15) Your concierge can pass the buyer to your team, to Ticket Fairy support, or to both in turn, with a summary so nobody starts from scratch | Included[16](#source-16) Handover settings pass conversations from the AI agent to human agents, including on customer request | Extra cost[17](#source-17) Autopilot Resolve creates a ticket with full context when a customer needs a human. | Included[18](#source-18) AI Agent hands conversations to your team; built-in triggers plus your own handover topics Plans: All plans with AI Agent | Included[19](#source-19) Scout hands sensitive or complex conversations to your team; exclusions escalate topics immediately | Included[20](#source-20) Fin escalates to a human teammate, for example when a customer asks for a person | Included[21](#source-21) AI agents escalate to a human agent through escalation flows on messaging and email Plans: All Suite and Support plans |
| What your team can do |  |  |  |  |  |  |  |
| Shows the buyer's orders beside the message | Included[22](#source-22) Your team can see the fan's recent orders in Instagram and Messenger conversations, and the buyer's contact details in every other conversation | Included[23](#source-23) Shopify app shows a customer's current and past orders, payment and shipping status in Freshdesk | Included[24](#source-24) Shopify integration shows customer and order details in the inbox sidebar. | Included[25](#source-25) The ticket sidebar shows Shopify orders, customer details and purchase data Plans: All Helpdesk plans | Included[26](#source-26) Shopify and Stripe apps show orders, subscriptions and payments in the conversation sidebar Plans: Shopify and Stripe apps; custom sidebar apps on paid plans | Included[27](#source-27) Shopify app in the Inbox sidebar shows the customer's orders; Stripe app shows payment details | Included[28](#source-28) Shopify integration app shows Shopify orders in the ticket sidebar Plans: All Suite plans; Support plans with Chat |
| Refunds and changes from the conversation | Not offered[29](#source-29) Your team can find the order from one detail the buyer gives, then refund, resend or change names on the order itself | Included[30](#source-30) Agents can cancel and refund Shopify orders from the Freshdesk widget; AI agent workflows can cancel orders | On a paid plan[31](#source-31) Application requests can trigger order actions such as canceling a Shopify order from Front. Plans: Enterprise | Included[32](#source-32) Create, duplicate, edit, cancel and refund Shopify orders from the ticket sidebar; AI Agent can change orders Plans: All Helpdesk plans (Shopify); AI actions need AI Agent | Included[33](#source-33) Refund, cancel or edit Shopify orders and issue Stripe refunds from the sidebar Plans: Through Shopify and Stripe apps | Included[34](#source-34) Full Shopify order refunds from the Inbox through the Shopify app; Fin can act via data connectors | Included[35](#source-35) Refund or cancel Shopify orders from a ticket; Action builder connects third-party systems Plans: Shopify app: all Suites; Action builder: Suite Team and above |

## What else should you know?

What is the best customer support software for events?:  Zendesk suits teams that run email, voice and messaging in one suite, and Freshdesk suits teams that add day passes for busy periods. If most of your buyers' questions are about their tickets, Ticket Fairy is the best fit, because your team finds the order from any detail the buyer gives and fixes it on the order itself. [29](#source-29) [36](#source-36) [37](#source-37)

Can my team see a buyer's order while they answer their message?:  Yes. On Ticket Fairy, your team sees the fan's recent orders beside Instagram and Messenger conversations. Gorgias, Freshdesk, Help Scout, Zendesk and Front show Shopify orders beside the conversation, which suits you when you sell through Shopify. [22](#source-22) [38](#source-38) [39](#source-39) [40](#source-40) [41](#source-41) [42](#source-42)

Can AI answer my ticket buyers' questions?:  Yes. Ticket Fairy's concierge answers your buyers from your FAQ, policy and venue pages, Google Docs or your whole website. Intercom's Fin learns from articles, documents and public URLs, Help Scout's Scout from Docs, websites and files, and Front's AI can crawl up to 3,000 pages of your website. [8](#source-8) [43](#source-43) [44](#source-44) [45](#source-45)

How much does it cost when AI answers my buyers?:  Help Scout bills $0.75 for each AI resolution, and Front lists $0.89 for each Autopilot resolution. Zendesk and Gorgias charge only when the AI resolves a request without a human, and Intercom's Fin charges at most one outcome for each conversation. [46](#source-46) [47](#source-47) [48](#source-48) [49](#source-49) [50](#source-50)

Can I add extra support staff for a big on-sale?:  Yes, on some tools: Freshdesk's day passes give occasional agents access for one day without a full license, and Gorgias prices by support tickets used each month rather than by agents. Help Scout's free plan includes 5 users. [37](#source-37) [51](#source-51) [52](#source-52)

Can my team refund a ticket from the support inbox?:  Yes. On Ticket Fairy, your team finds the order from one detail the buyer gives, then refunds, resends or changes names on it. Help Scout's Stripe app issues full or partial refunds from the sidebar, and Gorgias, Zendesk and Intercom refund Shopify orders from the conversation. [29](#source-29) [53](#source-53) [38](#source-38) [41](#source-41) [54](#source-54)

## Which customer support software suits events best?

### How are the platforms ranked, and what decided each place?

1. **Ticket Fairy Featured** Your team can find an order from any detail the buyer gives, then resend tickets, correct a name or move them to another ticket type or seat.[29](#source-29)
2. **Zendesk** All current Zendesk Suite plans include email, voice, SMS, live chat, and messaging across web, mobile and social media.[36](#source-36)
3. **Freshdesk** Day passes give occasional agents access for one day without a full license.[37](#source-37)
4. **Intercom** Intercom says Fin AI Agent can be deployed on all inbound support channels.[55](#source-55)
5. **Help Scout** The Stripe app, on all plans, lets agents issue full or partial refunds from the sidebar.[53](#source-53)
6. **Gorgias** Gorgias prices Helpdesk by the tickets you use each month rather than by the number of agents.[51](#source-51)
7. **Front** Internal comments, @mentions, assignment and ticket statuses on conversations.[56](#source-56)

Ticket Fairy comes first as the featured option because you can run your whole event on it; Zendesk leads the rest on the things this list compares.

Sources[29](#source-29) [36](#source-36) [37](#source-37) [51](#source-51) [53](#source-53) [55](#source-55) [56](#source-56)

1. ### 1\. Ticket Fairy
     Built for events  
   Your ticket buyers get answers on your website and social accounts, and your team finds and fixes their order without switching tools.

   - Your team can find an order from any detail the buyer gives, then resend tickets, correct a name or move them to another ticket type or seat.[29](#source-29)
   - Your team can answer website chat handovers, Instagram and Messenger messages, and buyers' email replies from one Support Inbox.[1](#source-1)
   - The concierge can answer from your FAQ, policy and venue pages, Google Docs or your whole website.[8](#source-8)
   - When a question needs a person, the concierge passes the buyer to your team, to Ticket Fairy support, or to both in turn.[15](#source-15)

   #### Only on Ticket Fairy

   - **Sells tickets in the same system** Your buyers can go from the chat to checkout on your page with their tickets already in the basket [15](#source-15)
      [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Get started free](https://manage.ticketfairy.com/welcome?utm_source=compare&utm_campaign=compare-customer-support-best-customer-support-software-for-events)  
   [Customer support compared](https://www.ticketfairy.com/compare/customer-support)
2. ### 2\. Zendesk

   Zendesk suits you if you run support across email, voice and messaging in one suite, with a public help center and a large app marketplace.

   **Pricing:** Per agent per month by plan tier, annual or monthly billing; AI agent usage billed per automated resolution above the plan allowance; add-ons priced separately[57](#source-57)

   - All current Zendesk Suite plans include email, voice, SMS, live chat, and messaging across web, mobile and social media.[36](#source-36)
   - Zendesk includes a help center for building a public knowledge base.[58](#source-58)
   - The Zendesk Marketplace lists 1,800+ apps, partners and integrations.[59](#source-59)

   **Worth knowing:** Zendesk charges for AI agent usage only when the AI agent resolves a request without passing it to a human agent.[48](#source-48)

   [Zendesk vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-zendesk) [Zendesk alternatives](https://www.ticketfairy.com/compare/customer-support/zendesk-alternatives)
3. ### 3\. Freshdesk

   Freshdesk suits you if you add occasional agents for busy periods with day passes and want support tickets routed by agent load.

   **Pricing:** Per agent per month by plan (Growth, Pro, Enterprise) for two products, Freshdesk and Freshdesk Omni, billed annually or monthly; AI agent sessions, Copilot, day passes and connector tasks priced as add-ons[60](#source-60)

   - Day passes give occasional agents access for one day without a full license.[37](#source-37)
   - Omniroute assigns tickets automatically based on agent ticket load, availability and assignment preferences.[61](#source-61)
   - Freshdesk Omni manages email, web chat, WhatsApp, Facebook and Instagram from one unified inbox.[62](#source-62)

   **Worth knowing:** Freshdesk charges paid plans per agent, so your total depends on how many agents you have.[63](#source-63)

   [Freshdesk vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-freshdesk)
4. ### 4\. Intercom

   Intercom suits you if you want the Fin AI agent on every inbound channel, with phone calls in the same inbox.

   **Pricing:** Per-seat monthly subscription (Essential, Advanced, Expert; lower price billed annually) plus usage charges for Fin outcomes and some messaging channels.[64](#source-64)

   - Intercom says Fin AI Agent can be deployed on all inbound support channels.[55](#source-55)
   - Intercom Phone calls, inbound and outbound, appear in the same Inbox as other conversations.[65](#source-65)
   - Fin can be trained on public articles, documents, snippets and public URLs.[43](#source-43)

   **Worth knowing:** Comments on Instagram posts are not received in Intercom; story replies and mentions can be toggled on.[66](#source-66)

   [Intercom vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-intercom) [Intercom alternatives](https://www.ticketfairy.com/compare/customer-support/intercom-alternatives)
5. ### 5\. Help Scout

   Help Scout suits you if you run a small team and want a free plan, Stripe refunds from the sidebar and an AI agent billed per resolution.

   **Pricing:** Per user per month by plan tier (Free, Standard, Plus, Pro), annual or monthly billing; AI resolutions billed at $0.75 each; extra Inboxes and Docs sites priced separately[67](#source-67)

   - The Stripe app, on all plans, lets agents issue full or partial refunds from the sidebar.[53](#source-53)
   - The Free plan includes 5 users, 1 Inbox and 1 Docs site.[52](#source-52)
   - Help Scout bills each Scout AI resolution at $0.75, monthly in arrears.[46](#source-46)

   **Worth knowing:** Scout, the Help Scout AI agent, resolves conversations in Beacon chat and email.[68](#source-68)

   [Help Scout vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-help-scout)
6. ### 6\. Gorgias

   Gorgias suits you if you also sell merchandise on Shopify and want pricing by support tickets used rather than by agents.

   **Pricing:** Monthly or annual plan priced by tickets included per month, not per agent, with per-ticket overage; optional AI Agent billed per automated interaction; Voice and SMS add-ons by volume[69](#source-69)

   - Gorgias prices Helpdesk by the tickets you use each month rather than by the number of agents.[51](#source-51)
   - Agents can create, duplicate, edit, cancel and refund Shopify orders from the ticket sidebar.[38](#source-38)
   - The inbox brings email, chat, SMS, WhatsApp, Instagram and Facebook into one view.[70](#source-70)

   **Worth knowing:** You need a connected Shopify store to use AI Agent.[71](#source-71)

   [Gorgias vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-gorgias)
7. ### 7\. Front

   Front suits you if your team shares inboxes with internal comments, wants AI that cites its sources and connects its own AI agents.

   **Pricing:** Per-seat monthly subscription in three plans (Starter, Professional, Enterprise), plus AI add-ons: Copilot per seat and Autopilot per conversation outcome.[72](#source-72)

   - Internal comments, @mentions, assignment and ticket statuses on conversations.[56](#source-56)
   - Front says its AI cites the sources used when it generates a response.[73](#source-73)
   - Front lets teams connect external AI agents built with Claude, Codex, Sierra and others.[74](#source-74)

   **Worth knowing:** The Starter plan supports a single channel type of Email, Front Chat or SMS; Professional and Enterprise support multiple channel types.[75](#source-75)

   [Front vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-front)

## How did we choose and rank these platforms?

Ticket Fairy comes first as the featured all-in-one option: Ticket Fairy publishes this list, it is our own platform, and you can run your whole event on it, from ticket sales to the orders your buyers ask about, not only the support inbox. Every other platform follows in order of how many of the five things we compared it includes: channels, AI answers, the buyer's order beside the message, refunds and changes from the conversation, and handover to a person. Platforms with the same count follow how closely they fit an event team whose buyers mostly ask about an order. Zendesk includes all five, some on a paid plan, so it leads the rest. We describe every platform from its own published pages, and every fact links to its source, so you can check it before you choose.

[See how ticketing managers use Ticket Fairy](https://www.ticketfairy.com/solutions/ticketing-managers)

## What else are you comparing?

- [Zendesk vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-zendesk)
- [Freshdesk vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-freshdesk)
- [Zendesk alternatives](https://www.ticketfairy.com/compare/customer-support/zendesk-alternatives)
- [Questions about customer support software for events](https://www.ticketfairy.com/compare/customer-support/questions)
- [Customer support compared](https://www.ticketfairy.com/compare/customer-support)

## Where does each fact come from?

Every fact about another company comes from its own published pages, quoted word for word. Where we did not find something in those pages, we say exactly that. [How we compare platforms](https://www.ticketfairy.com/compare/methodology)

1. Ticket Fairy [Your team shares one inbox, so buyers get answers faster](https://www.ticketfairy.com/features/orders-refunds-and-resale/shared-buyer-support-inbox)
2. Freshdesk Channels in one inbox "Email, Web Chat, WhatsApp, Facebook, and Instagram, all managed from one unified inbox."  [support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni](https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261006123038/https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni)
3. Front Channels in one inbox "Omnichannel (email, SMS, social, WhatsApp, etc.)"  [front.com/pricing](https://front.com/pricing), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011231250/https://front.com/pricing)
4. Gorgias Channels in one inbox "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view"  [www.gorgias.com/](https://www.gorgias.com/), read on 17 October 2026.
5. Help Scout Channels in one inbox "All plans can add Email; All paid plans can add others"  [docs.helpscout.com/article/1510-connect-channels-to-a-help-scout-mailbox](https://docs.helpscout.com/article/1510-connect-channels-to-a-help-scout-mailbox), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260311062731/https://docs.helpscout.com/article/1510-connect-channels-to-a-help-scout-mailbox)
6. Intercom Channels in one inbox "All channels can be set up and customized from Settings \> Channels in your Intercom workspace, including: Messenger Email Phone WhatsApp Switch Slack SMS Social channels Telegram"  [www.intercom.com/help/en/articles/9955432-channels-explained](https://www.intercom.com/help/en/articles/9955432-channels-explained), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195411/https://www.intercom.com/help/en/articles/9955432-channels-explained)

  Show all 75 sources

7. Zendesk Channels in one inbox "All plans include these fundamental features: Ticketing system Messaging across web, mobile, and social media Email, voice, SMS, and live chat support"  [support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types](https://support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016201312/https://support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types)
8. Ticket Fairy [Guide: Teach your concierge from your event FAQ pages and Google Docs](https://www.ticketfairy.com/guides/teach-your-concierge-from-your-event-faq-pages)
9. Freshdesk AI answers from your own content "Additional AI Agent sessions $49 /100 sessions"  [www.freshworks.com/freshdesk/pricing/](https://www.freshworks.com/freshdesk/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011113034/https://www.freshworks.com/freshdesk/pricing/)
10. Front AI answers from your own content "By using a Front knowledge base, AI can instantly access your published help articles."  [help.front.com/en/articles/4614336](https://help.front.com/en/articles/4614336), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261008093842/https://help.front.com/en/articles/4614336)
11. Gorgias AI answers from your own content "AI Agent draws on your help center articles, website content, documents, guidance, and Shopify data to respond accurately and on-brand."  [docs.gorgias.com/en-US/ai-agent-explained-497772](https://docs.gorgias.com/en-US/ai-agent-explained-497772), read on 17 October 2026.
12. Help Scout AI answers from your own content "Scout is Help Scout's AI agent designed to resolve customer conversations across Beacon and email while keeping your team in control of the customer experience."  [docs.helpscout.com/article/1796-introducing-scout](https://docs.helpscout.com/article/1796-introducing-scout), read on 17 October 2026.
13. Intercom AI answers from your own content "Fin AI Agent is included on all plans and is charged per outcome . This pricing applies to Fin over chat and email."  [www.intercom.com/help/en/articles/9061614-fin-and-intercom-plans-explained](https://www.intercom.com/help/en/articles/9061614-fin-and-intercom-plans-explained), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016202139/https://www.intercom.com/help/en/articles/9061614-fin-and-intercom-plans-explained)
14. Zendesk AI answers from your own content "You can start automating in just minutes with AI agents that answer questions based on content from your trusted knowledge sources"  [support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents](https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195509/https://support.zendesk.com/hc/en-us/articles/6970583409690-About-AI-agents)
15. Ticket Fairy [Buyers' questions become ticket sales on your website](https://www.ticketfairy.com/features/ai-ticket-concierge)
16. Freshdesk Hands a question to a person "Handover settings determine how and when conversations are handed off from the AI Agent to human agents"  [support.freshdesk.com/support/solutions/articles/50000012026-configure-handover-settings-for-ai-agents](https://support.freshdesk.com/support/solutions/articles/50000012026-configure-handover-settings-for-ai-agents), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260614171914/https://support.freshdesk.com/support/solutions/articles/50000012026-configure-handover-settings-for-ai-agents)
17. Front Hands a question to a person "If your customer needs to speak to a human, Resolve seamlessly creates tickets with full context so your team can quickly step in after the handoff."  [help.front.com/en/articles/4836160](https://help.front.com/en/articles/4836160), read on 17 October 2026.
18. Gorgias Hands a question to a person "When AI Agent can't answer a customer question or fully resolve an issue, it hands the conversation over to your human team."  [docs.gorgias.com/en-US/customize-how-ai-agent-hands-over-to-your-team-6008591](https://docs.gorgias.com/en-US/customize-how-ai-agent-hands-over-to-your-team-6008591), read on 17 October 2026.
19. Help Scout Hands a question to a person "When a conversation involves sensitive topics, complex account issues, or requests requiring human judgment, Scout hands the conversation off to your team."  [docs.helpscout.com/article/1796-introducing-scout](https://docs.helpscout.com/article/1796-introducing-scout), read on 17 October 2026.
20. Intercom Hands a question to a person "Out of the box, Fin is already designed to escalate in several key scenarios: When a customer clearly asks to speak to a human."  [www.intercom.com/help/en/articles/12396892-manage-fin-ai-agent-s-escalation-guidance-and-rules](https://www.intercom.com/help/en/articles/12396892-manage-fin-ai-agent-s-escalation-guidance-and-rules), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016200614/https://www.intercom.com/help/en/articles/12396892-manage-fin-ai-agent-s-escalation-guidance-and-rules)
21. Zendesk Hands a question to a person "You can build escalation flows in the dialogue builder for messaging and email AI agents."  [support.zendesk.com/hc/en-us/articles/8357756604186-Configuring-escalation-strategies-and-flows-for-AI-agents](https://support.zendesk.com/hc/en-us/articles/8357756604186-Configuring-escalation-strategies-and-flows-for-AI-agents), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195929/https://support.zendesk.com/hc/en-us/articles/8357756604186-Configuring-escalation-strategies-and-flows-for-AI-agents)
22. Ticket Fairy [Your Instagram and Facebook followers become ticket buyers](https://www.ticketfairy.com/features/social-media)
23. Freshdesk Shows the buyer's orders beside the message "provides instant access to their recent orders, payment status, and shipping information right within Freshdesk."  [support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk](https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515044320/https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk)
24. Front Shows the buyer's orders beside the message "You can view information about your customers and their orders directly in Front."  [help.front.com/en/articles/2347](https://help.front.com/en/articles/2347), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012160813/https://help.front.com/en/articles/2347)
25. Gorgias Shows the buyer's orders beside the message "If you open any ticket where your customer has Shopify data, you'll notice a number of different possibilities concerning that data in the right-hand sidebar in Gorgias."  [docs.gorgias.com/en-US/shopify-actions-461552](https://docs.gorgias.com/en-US/shopify-actions-461552), read on 17 October 2026.
26. Help Scout Shows the buyer's orders beside the message "view full order details (including products and discounts) and refund, cancel, edit, or duplicate your customer's most recent orders right in the customer sidebar."  [docs.helpscout.com/article/294-shopify](https://docs.helpscout.com/article/294-shopify), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012161010/https://docs.helpscout.com/article/294-shopify)
27. Intercom Shows the buyer's orders beside the message "you can see your customers’ Shopify data and the status of their recent orders without leaving the Inbox."  [www.intercom.com/help/en/articles/16188-install-the-shopify-app](https://www.intercom.com/help/en/articles/16188-install-the-shopify-app), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016201217/https://www.intercom.com/help/en/articles/16188-install-the-shopify-app)
28. Zendesk Shows the buyer's orders beside the message "allows you to view Shopify orders for a storefront in a Support ticket or in Chat. You can also process refunds and cancellations for Shopify orders in a ticket"  [support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat](https://support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195259/https://support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat)
29. Ticket Fairy [You find any buyer's order and sort it out yourself](https://www.ticketfairy.com/features/orders-refunds-and-resale/find-and-fix-orders)
30. Freshdesk Refunds and changes from the conversation "configure the options to allow agents to perform cancellations and refunds directly from the Freshdesk widget."  [support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk](https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515044320/https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk)
31. Front Refunds and changes from the conversation "You could configure an application request to allow your support team to cancel a customer's order directly from within Front."  [help.front.com/en/articles/3070464](https://help.front.com/en/articles/3070464), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260616051401/https://help.front.com/en/articles/3070464)
32. Gorgias Refunds and changes from the conversation "This feature allows agents to edit Shopify orders directly from the widget, whether or not the order is fulfilled."  [docs.gorgias.com/en-US/shopify-actions-461552](https://docs.gorgias.com/en-US/shopify-actions-461552), read on 17 October 2026.
33. Help Scout Refunds and changes from the conversation "view full order details (including products and discounts) and refund, cancel, edit, or duplicate your customer's most recent orders right in the customer sidebar."  [docs.helpscout.com/article/294-shopify](https://docs.helpscout.com/article/294-shopify), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012161010/https://docs.helpscout.com/article/294-shopify)
34. Intercom Refunds and changes from the conversation "Follow these steps to process a full refund for a Shopify order directly from the Intercom Inbox."  [www.intercom.com/help/en/articles/16188-install-the-shopify-app](https://www.intercom.com/help/en/articles/16188-install-the-shopify-app), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016201217/https://www.intercom.com/help/en/articles/16188-install-the-shopify-app)
35. Zendesk Refunds and changes from the conversation "allows you to view Shopify orders for a storefront in a Support ticket or in Chat. You can also process refunds and cancellations for Shopify orders in a ticket"  [support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat](https://support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195259/https://support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat)
36. Zendesk All current Zendesk Suite plans include email, voice, SMS, live chat, and messaging across web, mobile and social media. "All plans include these fundamental features: Ticketing system Messaging across web, mobile, and social media Email, voice, SMS, and live chat support"  [support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types](https://support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016201312/https://support.zendesk.com/hc/en-us/articles/4408846875034-About-the-Zendesk-Suite-plan-types)
37. Freshdesk Day passes give occasional agents access for one day without a full license. "Day passes provide occasional agents with temporary access for a day instead of purchasing a full license."  [www.freshworks.com/freshdesk/pricing/](https://www.freshworks.com/freshdesk/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011113034/https://www.freshworks.com/freshdesk/pricing/)
38. Gorgias Agents can create, duplicate, edit, cancel and refund Shopify orders from the ticket sidebar. "If you open any ticket where your customer has Shopify data, you'll notice a number of different possibilities concerning that data in the right-hand sidebar in Gorgias."  [docs.gorgias.com/en-US/shopify-actions-461552](https://docs.gorgias.com/en-US/shopify-actions-461552), read on 17 October 2026.
39. Freshdesk The Shopify app shows customers' recent orders, payment status and shipping information inside Freshdesk. "provides instant access to their recent orders, payment status, and shipping information right within Freshdesk."  [support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk](https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515044320/https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk)
40. Help Scout The Shopify app shows order details and lets agents refund, cancel, edit or duplicate recent orders from the sidebar. "view full order details (including products and discounts) and refund, cancel, edit, or duplicate your customer's most recent orders right in the customer sidebar."  [docs.helpscout.com/article/294-shopify](https://docs.helpscout.com/article/294-shopify), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012161010/https://docs.helpscout.com/article/294-shopify)
41. Zendesk The Shopify integration shows Shopify orders in a ticket and lets agents refund or cancel them there. "allows you to view Shopify orders for a storefront in a Support ticket or in Chat. You can also process refunds and cancellations for Shopify orders in a ticket"  [support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat](https://support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195259/https://support.zendesk.com/hc/en-us/articles/4408837984026-Using-the-Shopify-integration-in-Support-and-Chat)
42. Front The Shopify integration displays customer, order, refund and address information inside Front. "Information about your customers, their orders, refunds, and addresses is displayed directly in Front."  [front.com/integrations/shopify](https://front.com/integrations/shopify), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260612083658/https://front.com/integrations/shopify)
43. Intercom Fin can be trained on public articles, documents, snippets and public URLs. "You can add public articles, documents, snippets, or public URLs."  [www.intercom.com/help/en/articles/8286630-deploy-fin-ai-agent-over-chat](https://www.intercom.com/help/en/articles/8286630-deploy-fin-ai-agent-over-chat), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195908/https://www.intercom.com/help/en/articles/8286630-deploy-fin-ai-agent-over-chat)
44. Help Scout Scout can learn from Docs, websites, text entries and PDF, Word or Excel files. "Content of any PDFs, Word, or Excel documents in the space you add can also be synced, or link to those directly."  [docs.helpscout.com/article/1795-set-up-scout](https://docs.helpscout.com/article/1795-set-up-scout), read on 17 October 2026.
45. Front Front AI can use published Front knowledge base articles, and can crawl up to 3,000 pages of an external website. "Front will crawl and ingest up to 3,000 pages from your external site to inform its AI responses."  [help.front.com/en/articles/4614336](https://help.front.com/en/articles/4614336), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261008093842/https://help.front.com/en/articles/4614336)
46. Help Scout Help Scout bills each Scout AI resolution at $0.75, monthly in arrears. "You will be billed $0.75 per resolution each month."  [docs.helpscout.com/article/1746-ai-resolutions-pricing](https://docs.helpscout.com/article/1746-ai-resolutions-pricing), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261009194228/https://docs.helpscout.com/article/1746-ai-resolutions-pricing)
47. Front Front lists $0.89 per conversation for an Autopilot resolution. "for Resolve, SMS, WhatsApp, and Custom Channels, or within 72 hours for email and portal. $0.89"  [help.front.com/en/articles/4890624](https://help.front.com/en/articles/4890624), read on 17 October 2026.
48. Zendesk Zendesk charges for AI agent usage only when the AI agent resolves a request without passing it to a human agent. "Paying per automated resolution means you pay only for customer requests that were successfully resolved by an AI agent, without any escalation to a human agent."  [support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers](https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195635/https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers)
49. Gorgias The AI Agent automation fee applies only when AI Agent resolves a ticket without handing over to a human agent. "An additional outcome-based automation fee applies when AI Agent resolves a ticket without handing over the conversation to a human agent."  [docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385](https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385), read on 17 October 2026.
50. Intercom Fin charges at most one outcome per conversation, even when it takes multiple actions. "You're only charged for one outcome per conversation , even if Fin takes multiple actions."  [www.intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes](https://www.intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195710/https://www.intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes)
51. Gorgias Gorgias prices Helpdesk by the tickets you use each month rather than by the number of agents. "This means that you pay for Gorgias based on your actual support usage, rather than the size of your team."  [docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385](https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385), read on 17 October 2026.
52. Help Scout The Free plan includes 5 users, 1 Inbox and 1 Docs site. "The Free plan gives you 5 users, 1 Inbox, and 1 Docs site."  [www.helpscout.com/pricing/](https://www.helpscout.com/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261009193832/https://www.helpscout.com/pricing/)
53. Help Scout The Stripe app, on all plans, lets agents issue full or partial refunds from the sidebar. "Issue full or partial refunds"  [docs.helpscout.com/article/1731-connect-stripe-with-help-scout-to-view-details-in-the-sidebar](https://docs.helpscout.com/article/1731-connect-stripe-with-help-scout-to-view-details-in-the-sidebar), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260610055630/https://docs.helpscout.com/article/1731-connect-stripe-with-help-scout-to-view-details-in-the-sidebar)
54. Intercom Agents can process a full refund for a Shopify order from the Intercom Inbox with the Shopify app. "Follow these steps to process a full refund for a Shopify order directly from the Intercom Inbox."  [www.intercom.com/help/en/articles/16188-install-the-shopify-app](https://www.intercom.com/help/en/articles/16188-install-the-shopify-app), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016201217/https://www.intercom.com/help/en/articles/16188-install-the-shopify-app)
55. Intercom Intercom says Fin AI Agent can be deployed on all inbound support channels. "You can deploy Fin AI Agent to all your inbound support channels."  [www.intercom.com/help/en/articles/13377077-choose-channels-to-deploy-fin-ai-agent](https://www.intercom.com/help/en/articles/13377077-choose-channels-to-deploy-fin-ai-agent), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016200034/https://www.intercom.com/help/en/articles/13377077-choose-channels-to-deploy-fin-ai-agent)
56. Front Internal comments, @mentions, assignment and ticket statuses on conversations. "Only your team can see posted comments, so you can discuss the conversation amongst yourselves without having to forward the message around."  [help.front.com/en/articles/2256](https://help.front.com/en/articles/2256), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260617003352/https://help.front.com/en/articles/2256)
57. Zendesk Pricing "Zendesk pricing is primarily seat-based (per agent, per month) with plan tiers that include different features."  [www.zendesk.co.uk/pricing/](https://www.zendesk.co.uk/pricing/), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016201105/https://www.zendesk.co.uk/pricing/)
58. Zendesk Zendesk includes a help center for building a public knowledge base. "You can enable your help center to begin building your knowledge base."  [support.zendesk.com/hc/en-us/articles/5702269234330-Enabling-and-activating-your-help-center](https://support.zendesk.com/hc/en-us/articles/5702269234330-Enabling-and-activating-your-help-center), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016200533/https://support.zendesk.com/hc/en-us/articles/5702269234330-Enabling-and-activating-your-help-center)
59. Zendesk The Zendesk Marketplace lists 1,800+ apps, partners and integrations. "Find 1,800+ apps, partners and integrations to serve customers and employees"  [www.zendesk.co.uk/pricing/](https://www.zendesk.co.uk/pricing/), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016201105/https://www.zendesk.co.uk/pricing/)
60. Freshdesk Pricing "Each subscription plan is charged on a per-agent basis, and the total cost is determined by the number of agents in your account."  [support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans](https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012161001/https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans)
61. Freshdesk Omniroute assigns tickets automatically based on agent ticket load, availability and assignment preferences. "Omniroute is Freshdesk's routing engine that powers each automatic routing method in Freshdesk based on agents' ticket load, availability, and assignment preferences."  [support.freshdesk.com/support/solutions/articles/238979-configure-omniroute-settings](https://support.freshdesk.com/support/solutions/articles/238979-configure-omniroute-settings), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515050528/https://support.freshdesk.com/support/solutions/articles/238979-configure-omniroute-settings)
62. Freshdesk Freshdesk Omni manages email, web chat, WhatsApp, Facebook and Instagram from one unified inbox. "Email, Web Chat, WhatsApp, Facebook, and Instagram, all managed from one unified inbox."  [support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni](https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261006123038/https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni)
63. Freshdesk Freshdesk charges paid plans per agent, so your total depends on how many agents you have. "Each subscription plan is charged on a per-agent basis, and the total cost is determined by the number of agents in your account."  [support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans](https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012161001/https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans)
64. Intercom Pricing "Intercom pricing has two components: Seats: You pay per teammate based on your plan (Essential, Advanced, Expert) Usage: You pay for what you use (e.g. Fin outcomes, messaging channels)"  [www.intercom.com/pricing](https://www.intercom.com/pricing), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195110/https://www.intercom.com/pricing)
65. Intercom Intercom Phone calls, inbound and outbound, appear in the same Inbox as other conversations. "With Intercom Phone , your inbound and outbound calls appear right in your inbox alongside your other conversations"  [www.intercom.com/help/en/articles/9955432-channels-explained](https://www.intercom.com/help/en/articles/9955432-channels-explained), read on 16 October 2026. [Archived copy](https://web.archive.org/web/20261016195411/https://www.intercom.com/help/en/articles/9955432-channels-explained)
66. Intercom Comments on Instagram posts are not received in Intercom; story replies and mentions can be toggled on. "You won't receive messages for comments on posts."  [www.intercom.com/help/en/articles/6139045-connect-your-instagram-channel](https://www.intercom.com/help/en/articles/6139045-connect-your-instagram-channel), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261003232344/https://www.intercom.com/help/en/articles/6139045-connect-your-instagram-channel)
67. Help Scout Pricing "Standard $ 25 per user/mo For growing teams looking to automate more tasks and move beyond email."  [www.helpscout.com/pricing/](https://www.helpscout.com/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261009193832/https://www.helpscout.com/pricing/)
68. Help Scout Scout, the Help Scout AI agent, resolves conversations in Beacon chat and email. "Scout is Help Scout's AI agent designed to resolve customer conversations across Beacon and email while keeping your team in control of the customer experience."  [docs.helpscout.com/article/1796-introducing-scout](https://docs.helpscout.com/article/1796-introducing-scout), read on 17 October 2026.
69. Gorgias Pricing "AI Agent on every plan, pay only when it resolves a conversation. Helpdesk scales from 50 to 5,000 tickets a month, never priced per agent."  [www.gorgias.com/pricing](https://www.gorgias.com/pricing), read on 17 October 2026.
70. Gorgias The inbox brings email, chat, SMS, WhatsApp, Instagram and Facebook into one view. "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view"  [www.gorgias.com/](https://www.gorgias.com/), read on 17 October 2026.
71. Gorgias You need a connected Shopify store to use AI Agent. "Note: Connecting a Shopify store is required to use AI Agent in your helpdesk."  [docs.gorgias.com/en-US/connect-shopify-to-gorgias-81814](https://docs.gorgias.com/en-US/connect-shopify-to-gorgias-81814), read on 17 October 2026.
72. Front Pricing "Starter $25 /seat/mo, up to 10 seats"  [front.com/pricing](https://front.com/pricing), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011231250/https://front.com/pricing)
73. Front Front says its AI cites the sources used when it generates a response. "When AI generates a response, it cites its sources."  [help.front.com/en/articles/4614336](https://help.front.com/en/articles/4614336), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261008093842/https://help.front.com/en/articles/4614336)
74. Front Front lets teams connect external AI agents built with Claude, Codex, Sierra and others. "Connect external AI agents built with Claude, Codex, Sierra and more to collaborate with your teams in Front"  [front.com/pricing](https://front.com/pricing), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011231250/https://front.com/pricing)
75. Front The Starter plan supports a single channel type of Email, Front Chat or SMS; Professional and Enterprise support multiple channel types. "No, the Starter plan only supports a single channel type of Email, Front Chat, or SMS. The Professional and Enterprise plan support multiple channel types."  [front.com/pricing](https://front.com/pricing), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011231250/https://front.com/pricing)

Updated 17 October 2026: First published.

Zendesk is a trademark of its owner. Freshdesk is a trademark of its owner. Intercom is a trademark of its owner. Help Scout is a trademark of its owner. Gorgias is a trademark of its owner. Front is a trademark of its owner. Ticket Fairy is not affiliated with them.

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