Microsoft Teams vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Microsoft Teams
Score 8.0 out of 10
N/A
Microsoft Teams combines video conferencing software with team collaboration tools. The communications platform allows MS Office users to conduct conference calls and share files via SharePoint, and join or initiate a group chat.
$4.80
per month per user
Zendesk Suite
Score 8.7 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
$69
per month per agent
Pricing
Microsoft TeamsZendesk Suite
Editions & Modules
Microsoft Teams Essentials
$4.80
per month per user
Microsoft Teams Enterprise
$5.25
per month (paid yearly) per user
Microsoft Teams Enterprise
$5.25
per month per user
Microsoft 365 Business Basic
$7.20
per month per user
Microsoft 365 Business Standard
$15
per month per user
Suite Team
$69
per month per agent
Suite Growth
$115
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Offerings
Pricing Offerings
Microsoft TeamsZendesk Suite
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsDiscounts are available for non profit organizations.20% discount available with annual pricing.
More Pricing Information
Community Pulse
Microsoft TeamsZendesk Suite
Considered Both Products
Microsoft Teams

No answer on this topic

Zendesk Suite
Chose Zendesk Suite
Servicenow is a very expensive ticket system, and Zendesk follows up better for price, simplicity, and configuration wise. We switched from ServiceNow because it does not deliver many opportunities for our business and employees. We really like using Zendesk for a daily driver, …
Chose Zendesk Suite
Zendesk is the gold standard and Salesforce is lightyears behind. It is such an inferior product and it's only being used because SF ropes/tricks people into using it because their sales organization is already using SF. Zendesk is so easy to use and Salesforce requires …
Chose Zendesk Suite
Zendesk is a much more powerful tool overall for a similar price.
Features
Microsoft TeamsZendesk Suite
Project Management
Comparison of Project Management features of Product A and Product B
Microsoft Teams
7.2
196 Ratings
6% below category average
Zendesk Suite
-
Ratings
Task Management7.4149 Ratings00 Ratings
Gantt Charts6.576 Ratings00 Ratings
Scheduling7.1167 Ratings00 Ratings
Workflow Automation7.0102 Ratings00 Ratings
Mobile Access8.1187 Ratings00 Ratings
Search6.9171 Ratings00 Ratings
Visual planning tools7.6118 Ratings00 Ratings
Communication
Comparison of Communication features of Product A and Product B
Microsoft Teams
7.7
205 Ratings
4% below category average
Zendesk Suite
-
Ratings
Chat8.8204 Ratings00 Ratings
Notifications7.6203 Ratings00 Ratings
Discussions8.2190 Ratings00 Ratings
Surveys7.8113 Ratings00 Ratings
Internal knowledgebase8.2124 Ratings00 Ratings
Integrates with GoToMeeting6.547 Ratings00 Ratings
Integrates with Gmail and Google Hangouts5.743 Ratings00 Ratings
Integrates with Outlook9.1155 Ratings00 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Microsoft Teams
7.6
190 Ratings
5% below category average
Zendesk Suite
-
Ratings
Versioning7.8133 Ratings00 Ratings
Video files7.5161 Ratings00 Ratings
Audio files7.9163 Ratings00 Ratings
Document collaboration8.6176 Ratings00 Ratings
Access control8.3159 Ratings00 Ratings
Advanced security features7.7121 Ratings00 Ratings
Integrates with Google Drive5.353 Ratings00 Ratings
Device sync7.7135 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Microsoft Teams
-
Ratings
Zendesk Suite
8.8
171 Ratings
7% above category average
Organize and prioritize service tickets00 Ratings9.2170 Ratings
Expert directory00 Ratings8.2117 Ratings
Subscription-based notifications00 Ratings8.6118 Ratings
ITSM collaboration and documentation00 Ratings8.2121 Ratings
Ticket creation and submission00 Ratings9.4171 Ratings
Ticket response00 Ratings9.3170 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Microsoft Teams
-
Ratings
Zendesk Suite
8.4
155 Ratings
5% above category average
External knowledge base00 Ratings8.4149 Ratings
Internal knowledge base00 Ratings8.5142 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Microsoft Teams
-
Ratings
Zendesk Suite
8.8
167 Ratings
10% above category average
Customer portal00 Ratings9.0137 Ratings
IVR00 Ratings8.570 Ratings
Social integration00 Ratings8.4111 Ratings
Email support00 Ratings9.3164 Ratings
Help Desk CRM integration00 Ratings9.0127 Ratings
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Microsoft TeamsZendesk Suite
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User Ratings
Microsoft TeamsZendesk Suite
Likelihood to Recommend
8.3
(282 ratings)
9.0
(209 ratings)
Likelihood to Renew
3.7
(9 ratings)
10.0
(43 ratings)
Usability
8.7
(67 ratings)
8.8
(82 ratings)
Availability
9.0
(1 ratings)
9.1
(14 ratings)
Performance
8.0
(1 ratings)
9.1
(11 ratings)
Support Rating
8.3
(113 ratings)
5.6
(31 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
6.4
(10 ratings)
Implementation Rating
10.0
(1 ratings)
9.1
(19 ratings)
Configurability
-
(0 ratings)
9.1
(4 ratings)
Contract Terms and Pricing Model
6.3
(7 ratings)
9.1
(1 ratings)
Ease of integration
-
(0 ratings)
9.1
(1 ratings)
Product Scalability
10.0
(1 ratings)
9.1
(1 ratings)
Professional Services
7.0
(7 ratings)
9.1
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(1 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
Microsoft TeamsZendesk Suite
Likelihood to Recommend
Microsoft
Positive: The virtual workspace created for a work team within the same company, for the resemblance of information and communications in one place.Negative: The access for members of a non-profit organization who have external emails from the host but need the same access as an internal person since their volunteer work is part of the very core of the federation.
Read full review
Zendesk
Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.
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Pros
Microsoft
  • Virtual meetings - ease of set up and execution
  • File sharing! We build channels for projects, and being able to invite only project members is huge!
  • Peer-to-peer communications - being able to "ping" one of my colleagues, either text, video or call-only, on-demand, is what runs our business.
Read full review
Zendesk
  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.
Read full review
Cons
Microsoft
  • The feature of notifications in the mobile application could be improved. Sometimes notifications of different teams are not visible and are only visible when the application is opened.
  • It uses lots of computational resources while running and thus, slows down the system sometimes.
  • It allows a few channels per team. The number of channels could be increased for better productivity.
Read full review
Zendesk
  • Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
  • Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?
Read full review
Likelihood to Renew
Microsoft
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
Read full review
Zendesk
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
Read full review
Usability
Microsoft
User experience has been much better than the previous Skype for Business app. It has an easy-to-use interface with persistent chats. The search feature is very fast and useful. MS Teams has mostly focused on Collaboration and team building features which are very useful for organizational communications. Since Teams is accessible from multiple platforms like Laptop, Desktop, Mobile phones, etc it has been very convenient from a Mobility perspective.
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Zendesk
Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.
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Reliability and Availability
Microsoft
Rare, but outages do happen
Read full review
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review
Performance
Microsoft
Sometimes about once a week I get a message that says "Sorry, there seems to be something wrong". But it goes away in a few minutes.
Read full review
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review
Support Rating
Microsoft
Using Microsoft Teams has resulted in much faster business communications with both co-workers and consultants. There has been little need for support with this software as the interface is very intuitive and the product is overall very well designed. We did encounter an issue with the built-in phone service, however, this was quickly resolved by the support team.
Read full review
Zendesk
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
Read full review
Online Training
Microsoft
No answers on this topic
Zendesk
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.
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Implementation Rating
Microsoft
I find everything I need for my day-to-day work.
Read full review
Zendesk
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
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Alternatives Considered
Microsoft
Our company and IT department previously used Skype for our communication needs. Skype was not dependable in my opinion, because it seems each time I used it during a call and/or a meeting, I and several other team members would get disconnected more than once. This caused a great interruption of our meeting, caused team members to have to ask others to repeat themselves and caused a general lack of interest in employee attendance during meetings.
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Zendesk
The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.
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Contract Terms and Pricing Model
Microsoft
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.
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Zendesk
No answers on this topic
Scalability
Microsoft
It does not appear to have a limit to how many teams and employees we can have using it
Read full review
Zendesk
WHY we will use Zendesk in HR and PD internally
Read full review
Professional Services
Microsoft
I used Skype for Business to take calls, hold conferences, and provide remote assistance to users. Microsoft Teams, on the other hand, is superior to Skype for Business in my opinion. My job entails a lot of screen sharing.
Read full review
Zendesk
No answers on this topic
Return on Investment
Microsoft
  • I'm not sure I can point to a specific ROI, but it has improved our ability to communicate and work more effectively together.
  • It's also nice to have records of every interaction, photo, and document that has been shared. Less chance of something completely disappearing.
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Zendesk
  • Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
  • Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
  • Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.
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ScreenShots

Zendesk Suite Screenshots

Screenshot of the Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations