Microsoft Teams vs. Zendesk Support 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.
$5
per month
Zendesk Support Suite
Score 7.9 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$19
per agent/month billed annually
Pricing
Microsoft TeamsZendesk Support Suite
Editions & Modules
Free
$0.00
per user/per month
Microsoft 365 Business Basic
$5.00
per user/per month
Microsoft 365 Business Standard
$12.50
per user/per month
Office 365 E3
$20.00
per user/per month
Support Team (Foundational Support Only)
$19.00
per agent/month billed annually
Suite Team
$49.00
per agent/month billed annually
Suite Growth
$79.00
per agent/month billed annually
Suite Professional
$99.00
per agent/month billed annually
Suite Enterprise
$150.00
per agent/month billed annually
Additional Enterprise-Ready Plans, starting at...
$215.00
per agent/month billed annually
Offerings
Pricing Offerings
Microsoft TeamsZendesk Support Suite
Free Trial
NoYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
More Pricing Information
Community Pulse
Microsoft TeamsZendesk Support Suite
Considered Both Products
Microsoft Teams

No answer on this topic

Zendesk Support Suite
Chose Zendesk Support 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 Support 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 Support Suite
Zendesk is a much more powerful tool overall for a similar price.
Top Pros
Top Cons
Features
Microsoft TeamsZendesk Support Suite
Project Management
Comparison of Project Management features of Product A and Product B
Microsoft Teams
8.0
162 Ratings
Zendesk Support Suite
-
Ratings
Task Management8.1122 Ratings00 Ratings
Gantt Charts7.063 Ratings00 Ratings
Scheduling8.8135 Ratings00 Ratings
Workflow Automation7.783 Ratings00 Ratings
Mobile Access9.0156 Ratings00 Ratings
Search7.8142 Ratings00 Ratings
Visual planning tools7.4100 Ratings00 Ratings
Communication
Comparison of Communication features of Product A and Product B
Microsoft Teams
8.3
171 Ratings
Zendesk Support Suite
-
Ratings
Chat9.3171 Ratings00 Ratings
Notifications8.7169 Ratings00 Ratings
Discussions9.0158 Ratings00 Ratings
Surveys7.591 Ratings00 Ratings
Internal knowledgebase7.8102 Ratings00 Ratings
Integrates with GoToMeeting8.248 Ratings00 Ratings
Integrates with Gmail and Google Hangouts7.344 Ratings00 Ratings
Integrates with Outlook9.0151 Ratings00 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Microsoft Teams
8.1
158 Ratings
Zendesk Support Suite
-
Ratings
Versioning8.0108 Ratings00 Ratings
Video files8.1137 Ratings00 Ratings
Audio files8.1139 Ratings00 Ratings
Document collaboration8.6146 Ratings00 Ratings
Access control8.3131 Ratings00 Ratings
Advanced security features8.0101 Ratings00 Ratings
Integrates with Google Drive7.751 Ratings00 Ratings
Device sync8.4109 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Microsoft Teams
-
Ratings
Zendesk Support Suite
6.3
88 Ratings
Organize and prioritize service tickets00 Ratings6.887 Ratings
Expert directory00 Ratings5.154 Ratings
Subscription-based notifications00 Ratings5.462 Ratings
ITSM collaboration and documentation00 Ratings5.758 Ratings
Ticket creation and submission00 Ratings7.588 Ratings
Ticket response00 Ratings7.387 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Microsoft Teams
-
Ratings
Zendesk Support Suite
5.9
78 Ratings
External knowledge base00 Ratings6.274 Ratings
Internal knowledge base00 Ratings5.769 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Microsoft Teams
-
Ratings
Zendesk Support Suite
5.8
86 Ratings
Customer portal00 Ratings6.069 Ratings
IVR00 Ratings4.028 Ratings
Social integration00 Ratings6.053 Ratings
Email support00 Ratings6.984 Ratings
Help Desk CRM integration00 Ratings6.363 Ratings
User Ratings
Microsoft TeamsZendesk Support Suite
Likelihood to Recommend
8.6
(250 ratings)
6.6
(126 ratings)
Likelihood to Renew
9.6
(8 ratings)
10.0
(39 ratings)
Usability
8.2
(52 ratings)
9.9
(19 ratings)
Availability
9.0
(1 ratings)
8.6
(26 ratings)
Performance
8.0
(1 ratings)
8.0
(20 ratings)
Support Rating
8.1
(191 ratings)
8.5
(49 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
10.0
(1 ratings)
9.0
(35 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
Contract Terms and Pricing Model
5.7
(7 ratings)
-
(0 ratings)
Product Scalability
10.0
(1 ratings)
-
(0 ratings)
Professional Services
6.4
(7 ratings)
-
(0 ratings)
User Testimonials
Microsoft TeamsZendesk Support Suite
Likelihood to Recommend
Microsoft
Microsoft Teams is ideal for organizations where employees regularly collaborate by sharing files, working on the same documents, updating the progress, etc. This is because different file formats are supported for online editing and collaboration with the help of Microsoft Teams. Additionally, for every file which is shared among the team members, emails are not sent again and again which helps in easily managing and organizing files. It is less appropriate where the team members have to instantly reply to an urgent task as sometimes the notifications are not sent properly which may lead to a delay in the work.
Read full review
Zendesk
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.
Read full review
Pros
Microsoft
  • 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.
Read full review
Zendesk
  • 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!
Read full review
Cons
Microsoft
  • I sometimes have a hard time viewing both the meeting screen and chat window at the same time.
  • There have been times when someone in a meeting will totally lose their connection.
  • At times the sound quality is not what it should be which makes it hard to hear each other.
Read full review
Zendesk
  • 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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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
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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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.
Read full review
Zendesk
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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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
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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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.
Read full review
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
I enjoy Teams better than Lync/Skype for Business, but I enjoy Slack the most for inter-company communication and UI/UX convenience. The learning curve for Slack is very small and it has a casual atmosphere that would engage the employees in a more fun and welcoming manner than a stark and professional background of Teams.
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Zendesk
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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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
No answers on this topic
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 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.
Read full review
Zendesk
  • 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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