What users are saying about
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Top Rated
2827 Ratings
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Top Rated
765 Ratings

Microsoft Teams

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Top Rated
2827 Ratings
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Score 8.1 out of 100

Zendesk Support Suite

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Top Rated
765 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Microsoft Teams

[Microsoft Teams is] perfectly suited for daily meetings of small size, about 7-20 people. It has an option for scheduling work assignments and tracking progress. The whiteboard really helps with brainstorming new ideas. It is less appropriate when team size is larger than 100. There is a lag in pings when a large number of people type at the same time. Sometimes the time lag can be as high as a couple of minutes. It is also not suitable when the presenter asks a question and looks for an answer on the chat when participants are more than 200.
Sarath Kumar Pujari | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Emily Mok | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Microsoft Teams
7.9
Zendesk Support Suite
Task Management
Microsoft Teams
8.1
Zendesk Support Suite
Gantt Charts
Microsoft Teams
7.4
Zendesk Support Suite
Scheduling
Microsoft Teams
8.6
Zendesk Support Suite
Workflow Automation
Microsoft Teams
7.6
Zendesk Support Suite
Mobile Access
Microsoft Teams
8.7
Zendesk Support Suite
Search
Microsoft Teams
7.7
Zendesk Support Suite
Visual planning tools
Microsoft Teams
7.4
Zendesk Support Suite

Communication

Microsoft Teams
8.3
Zendesk Support Suite
Chat
Microsoft Teams
9.0
Zendesk Support Suite
Notifications
Microsoft Teams
8.4
Zendesk Support Suite
Discussions
Microsoft Teams
8.8
Zendesk Support Suite
Surveys
Microsoft Teams
7.6
Zendesk Support Suite
Internal knowledgebase
Microsoft Teams
7.6
Zendesk Support Suite
Integrates with GoToMeeting
Microsoft Teams
7.9
Zendesk Support Suite
Integrates with Gmail and Google Hangouts
Microsoft Teams
7.7
Zendesk Support Suite
Integrates with Outlook
Microsoft Teams
9.1
Zendesk Support Suite

File Sharing & Management

Microsoft Teams
8.3
Zendesk Support Suite
Versioning
Microsoft Teams
8.4
Zendesk Support Suite
Video files
Microsoft Teams
8.1
Zendesk Support Suite
Audio files
Microsoft Teams
8.2
Zendesk Support Suite
Document collaboration
Microsoft Teams
8.6
Zendesk Support Suite
Access control
Microsoft Teams
8.4
Zendesk Support Suite
Advanced security features
Microsoft Teams
8.4
Zendesk Support Suite
Integrates with Google Drive
Microsoft Teams
8.0
Zendesk Support Suite
Device sync
Microsoft Teams
8.4
Zendesk Support Suite

Incident and problem management

Microsoft Teams
Zendesk Support Suite
7.7
Organize and prioritize service tickets
Microsoft Teams
Zendesk Support Suite
7.7
Expert directory
Microsoft Teams
Zendesk Support Suite
6.9
Subscription-based notifications
Microsoft Teams
Zendesk Support Suite
6.7
ITSM collaboration and documentation
Microsoft Teams
Zendesk Support Suite
7.8
Ticket creation and submission
Microsoft Teams
Zendesk Support Suite
8.6
Ticket response
Microsoft Teams
Zendesk Support Suite
8.4

Self Help Community

Microsoft Teams
Zendesk Support Suite
7.7
External knowledge base
Microsoft Teams
Zendesk Support Suite
7.7
Internal knowledge base
Microsoft Teams
Zendesk Support Suite
7.7

Multi-Channel Help

Microsoft Teams
Zendesk Support Suite
7.6
Customer portal
Microsoft Teams
Zendesk Support Suite
7.5
IVR
Microsoft Teams
Zendesk Support Suite
6.7
Social integration
Microsoft Teams
Zendesk Support Suite
7.3
Email support
Microsoft Teams
Zendesk Support Suite
8.4
Help Desk CRM integration
Microsoft Teams
Zendesk Support Suite
8.0

Pros

Microsoft Teams

  • Video calls are great with Microsoft Teams. They've made big improvements over the last year and I rarely have issue with getting on. It's nice when things just work.
  • The most used functionality is, of course, the chat feature. It does what it's supposed to do and you can create chat groups from whoever you'd like. We use it a lot when there is a special project and a team from various groups get together for a short period of time to get things done.
  • An overlooked function is the ability to search anything within Microsoft Teams. Any photo, document, or chat can be searched and found pretty easily. I can't tell you how many times this has saved me from having to rewrite something or start over.
Chris Gomez, SPHR | TrustRadius Reviewer

Zendesk Support Suite

  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
Anonymous | TrustRadius Reviewer

Cons

Microsoft Teams

  • File Storage is a little clunky for new users, there was a learning curve in understanding the difference between Channels, Teams, Files, and where to communicate. The UI could be improved.
  • The connection of the file storage with Sharepoint gets tricky, where if we edit a certain file in one location, either it sometimes mirrors the action on the other platform, but sometimes it doesn't. It created a lot of issues.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Microsoft Teams

Microsoft Teams 10.0
Based on 6 answers
Microsoft Teams is included with our Office 365 subscription and we have no intention of migrating off of Office 365 and Microsoft products. Since Microsoft Teams is included for free with our Office 365 subscription, and since we enjoy all the features, benefits, and functionality, there is no question that our team will continue to use the product
Phil Parrish | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 38 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Lou Gallo | TrustRadius Reviewer

Usability

Microsoft Teams

Microsoft Teams 7.5
Based on 36 answers
Microsoft team has some amazing cool features like Whiteboard to organize some fun activities within the team where person draws and guess the drawing anonymously. Another cool feature It has emoji's reaction while having call to express reaction on some ongoing topics or, raise hand feature to being noticed by teammates. Furthermore it helps to track and communicate really well with in person either one to one or in groups.
Rishav Raj | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 9.1
Based on 18 answers
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Anonymous | TrustRadius Reviewer

Reliability and Availability

Microsoft Teams

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer | TrustRadius Reviewer

Performance

Microsoft Teams

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

Microsoft Teams

Microsoft Teams 7.3
Based on 180 answers
Microsoft customer support is great, although it can be a bit of a hassle getting to a representative. Also, I have not had issues with Teams to have to give Microsoft a call, so that is positive! Microsoft also has great knowledge-based articles for information on tasks and how-tos on Teams.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 5.7
Based on 53 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

Microsoft Teams

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

Microsoft Teams

Microsoft Teams 10.0
Based on 1 answer
I find everything I need for my day-to-day work.
Sarath Kumar Pujari | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 35 answers
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Anonymous | TrustRadius Reviewer

Alternatives Considered

Microsoft Teams

There are many features that I am finding on Microsoft teams, not in google workspace. The main feature that I love is remote screen sharing. While using any software every person/company always focuses on what return they get from that software and what is the pricing. In Microsoft Teams, we found free features also but at the same time, G Suite (Google Workspace) has paid plans only.
Bed Dhungana | TrustRadius Reviewer

Zendesk Support Suite

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Adam McCracken | TrustRadius Reviewer

Contract Terms and Pricing Model

Microsoft Teams

Microsoft Teams 1.0
Based on 1 answer
Honestly, this tool is worth every penny. Yes, it's not free and you pay for the quality of services and the license. But the ROI and the benefits are all there. Also, the renewal, negotiation, and contract terms are all very well explained by our Microsoft account manager, and she's a charm.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

No score
No answers yet
No answers on this topic

Return on Investment

Microsoft Teams

  • I think it has allowed us to leverage our Office365 more effectivly since all of the apps are synced together.
  • It has really allowed us transition away from more formal webex meetings and have a more free flow conversation.
  • It also gives us a more direct line to our manager if we need there input they can easily join our team chat.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

Pricing Details

Microsoft Teams

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$5 per month

Microsoft Teams Editions & Modules

Edition
Free$0.001
Microsoft 365 Business Basic$5.001
Microsoft 365 Business Standard$12.501
Office 365 E3$20.001
  1. per user/per month
Additional Pricing Details
Discounts are available for non profit organizations.

Zendesk Support Suite

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

$19 per agent/month billed annually

Zendesk Support Suite Editions & Modules

Edition
Suite Team$49.001
Suite Growth$79.001
Suite Professional$99.001
Suite Enterprise$150.001
Additional Enterprise-Ready Plans, starting at...$215.001
Support Team (Foundational Support Only)$19.001
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Microsoft Teams
8.4
Zendesk Support Suite
7.7

Likelihood to Renew

Microsoft Teams
10.0
Zendesk Support Suite
10.0

Usability

Microsoft Teams
7.5
Zendesk Support Suite
9.1

Reliability and Availability

Microsoft Teams
Zendesk Support Suite
8.6

Performance

Microsoft Teams
Zendesk Support Suite
8.0

Support Rating

Microsoft Teams
7.3
Zendesk Support Suite
5.7

In-Person Training

Microsoft Teams
Zendesk Support Suite
10.0

Online Training

Microsoft Teams
Zendesk Support Suite
7.9

Implementation Rating

Microsoft Teams
10.0
Zendesk Support Suite
9.0

Contract Terms and Pricing Model

Microsoft Teams
1.0
Zendesk Support Suite

Professional Services

Microsoft Teams
5.0
Zendesk Support Suite

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