Help Desk Software · reliability comparison
Freshdesk vs Intercom: which is more reliable? (2026)
Intercom is more reliable than Freshdesk, scoring 87.9 vs 61.8 out of 100. Over the last 90 days Freshdesk reported 19 incidents and Intercom reported 8, with effective uptime of 99.42% and 99.92% respectively. Intercom resolves incidents faster on average (1h).
Data updated Nov 2, 2026 · How we score
| Metric | Freshdesk | Intercom |
|---|---|---|
| Reliability score | 61.8 | 87.9 |
| Rank (help desk platforms) | #11 | #8 |
| Uptime (90 days) | 99.42% | 99.92% |
| Incidents (90 days) | 19 | 8 |
| Partial / major outages | 1 | 3 |
| Avg time to resolve | 4h 22m | 1h |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Freshdesk and Intercom differ
- Freshdesk reported 2.4× as many incidents as Intercom over the last 90 days (19 vs 8).
- Intercom had 3 partial or major outages, compared with 1 for Freshdesk.
- Intercom fixes problems faster: 1h on average, against 4h 22m for Freshdesk (4.4× quicker).
- Freshdesk's longest outage on record lasted 3d (Mar 2, 2026); Intercom's lasted 3h 29m (Apr 14, 2026).
90-day uptime
Freshdesk
Intercom
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
Recent Freshdesk incidents
- Degraded performanceOct 30, 2026 · resolved in 10m
- Degraded performanceOct 28, 2026 · resolved in 1h 2m
- Degraded performanceOct 23, 2026 · resolved in 3h 10m
- Degraded performanceOct 19, 2026 · resolved in 1h 6m
- Degraded performanceOct 16, 2026 · resolved in 3h 18m
- Degraded performanceOct 15, 2026 · resolved in 2h 51m
Recent Intercom incidents
- Degraded performanceOct 30, 2026 · resolved in 24m
Affected: Fin AI Agent
- Degraded performanceOct 14, 2026 · resolved in 12m
Customer contact details showing up as "Redacted" in the Intercom Inbox
Affected: Inbox
- Degraded performanceSep 16, 2026 · resolved in 5h 27m
Issues with Fin for Salesforce
Affected: Other
- Degraded performanceSep 9, 2026 · resolved in 9m
Messenger Help Articles not displaying
Affected: Mobile Messenger, Web Messenger
- Degraded performanceSep 4, 2026 · resolved in 39m
Fin intermittent failures responding to first conversation messages
Affected: Fin AI Agent
- Major outageSep 3, 2026 · resolved in 12m
Fin failures in Australia region
Affected: Mobile Messenger, Knowledge Hub, Outbound, Other, Inbox, Tickets +10 more
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- HubSpot Service Hub · #2 · 100% uptime
- Kustomer · #3 · 99.99% uptime
- Tidio · #4 · 99.98% uptime