We used Intercom for a while and found it didn't fit our use-case; our tickets tend to be longer and more technically in-depth, and the Intercom UI/API didn't perform very well in those constraints.

Additionally, the chat-based interface gave our customers the expectation that they'd always get an immediate response, which just wasn't always possible.

We still have it and use it for some features like usage analytics, but it's not our primary support tool.