Help Desk Software · reliability comparison
Intercom vs Kustomer: which is more reliable? (2026)
Kustomer is more reliable than Intercom, scoring 96.7 vs 87.9 out of 100. Over the last 90 days Intercom reported 8 incidents and Kustomer reported 3, with effective uptime of 99.92% and 99.99% respectively. Kustomer resolves incidents faster on average (23m).
Data updated Nov 2, 2026 · How we score
| Metric | Intercom | Kustomer |
|---|---|---|
| Reliability score | 87.9 | 96.7 |
| Rank (help desk platforms) | #8 | #3 |
| Uptime (90 days) | 99.92% | 99.99% |
| Incidents (90 days) | 8 | 3 |
| Partial / major outages | 3 | 0 |
| Avg time to resolve | 1h | 23m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Intercom and Kustomer differ
- Intercom reported 2.7× as many incidents as Kustomer over the last 90 days (8 vs 3).
- Intercom had 3 partial or major outages, compared with 0 for Kustomer.
- Kustomer fixes problems faster: 23m on average, against 1h for Intercom (2.6× quicker).
- Intercom's longest outage on record lasted 3h 29m (Apr 14, 2026); Kustomer's lasted 1d 3h (Jan 27, 2026).
90-day uptime
Intercom
Kustomer
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
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: Inbox, Phone, Webhooks, Omnichannel, Other, Web Messenger +10 more
Recent Kustomer incidents
- Degraded performanceSep 9, 2026 · resolved in 27m
[Kustomer Voice] Unable to Dial Outbound Calls - All PRODS
Affected: Kustomer Voice
- Degraded performanceSep 8, 2026 · resolved in 16m
kustomer.help Default Domain – Visibility Issue – ALL PRODs
Affected: CSAT, CSAT, CSAT, Knowledge base, Knowledge base, Knowledge base
- Degraded performanceAug 25, 2026 · resolved in 26m
Reported Third Party Event - [PubNub]
Affected: Channel - Chat, Notifications, Tracking, PubNub, Web Client
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- HubSpot Service Hub · #2 · 100% uptime
- Tidio · #4 · 99.98% uptime
- HappyFox · #5 · 100% uptime