Microsoft Teams vs Zendesk Support Suite | TrustRadius

What users are saying about

Score 8.1 out of 10

Based on 2827 reviews and ratings

Score 8.1 out of 10

Based on 765 reviews and ratings

Feature Rating Comparison

Microsoft Teams

Zendesk Support Suite

Task Management

Gantt Charts

Scheduling

Workflow Automation

Mobile Access

Search

Visual planning tools

Microsoft Teams

Zendesk Support Suite

Chat

Notifications

Discussions

Surveys

Internal knowledgebase

Integrates with GoToMeeting

Integrates with Gmail and Google Hangouts

Integrates with Outlook

Microsoft Teams

Zendesk Support Suite

Versioning

Video files

Audio files

Document collaboration

Access control

Advanced security features

Integrates with Google Drive

Device sync

Microsoft Teams

Zendesk Support Suite

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Microsoft Teams

Zendesk Support Suite

External knowledge base

Internal knowledge base

Microsoft Teams

Zendesk Support Suite

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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.

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Chris Gomez, SPHR

Director of Product Marketing

Passare, Inc.Insurance, 201-500 employees

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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!

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Verified User

Manager in Social Media

Non-profit Organization Management Company, 201-500 employees

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Cons

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.

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Verified User

Professional in Marketing

Glass, Ceramics & Concrete Company, 10,001+ employees

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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.

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Verified User

Employee in Customer Service

Information Technology and Services Company, 51-200 employees

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Likelihood to Renew

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

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Co-founder, Managing Director

PrograMetrixMarketing & Advertising, 11-50 employees

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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.

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Team Member

Onshape Inc.Computer Software, 51-200 employees

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Usability

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.

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System Engineer

InfosysInformation Technology & Services, 10,001+ employees

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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

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Verified User

Team Lead in Information Technology

Telecommunications Company, 51-200 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Performance

No score

No answers yet

No answers on this topic

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.

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CFO/Director of Application Development

New Horizon Software Technologies, Inc.Computer Software, 1-10 employees

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Support Rating

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.

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Verified User

Technician in Information Technology

Construction Company, 51-200 employees

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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.

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Director of support and services

HyporiComputer & Network Security, 11-50 employees

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Online Training

No score

No answers yet

No answers on this topic

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.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

View all 9 answers on this topic

Implementation Rating

Microsoft Teams 10.0

Based on 1 answer

I find everything I need for my day-to-day work.

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Sarath Kumar Pujari

Staff Engineer

QualcommTelecommunications, 10,001+ employees

View all 1 answers on this topic

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

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Verified User

Director in Customer Service

Computer Software Company, 201-500 employees

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Alternatives Considered

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.

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Brand Manager

Metamium GroupDesign, 11-50 employees

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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.

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Vice President, e-Commerce

JS Products, Inc.Consumer Goods, 51-200 employees

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Contract Terms and Pricing Model

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.

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Verified User

Director in Information Technology

Transportation/Trucking/Railroad Company, 10,001+ employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Return on Investment

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.

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Verified User

Analyst in Information Technology

Hospital & Health Care Company, 10,001+ employees

View all 215 answers on this topic

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.

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Alicia Barevich, bCRE, bCEE

Database Administrator

The Blake SchoolPrimary/Secondary Education, 201-500 employees

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Pricing Details

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

per user/per month

Additional Pricing Details

Discounts are available for non profit organizations.

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

per agent/month billed annually

Additional Pricing Details

—

Rating Summary

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

Microsoft Teams

Zendesk Support Suite

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