What users are saying about
305 Ratings
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Top Rated
767 Ratings
305 Ratings
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Score 7.8 out of 100

Zendesk Support Suite

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Top Rated
767 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Microsoft Yammer

Yammer provides a social network experience for the enterprise, providing a "Facebook for work". Its mobile app provides an excellent user experience, showing the full mix of communications happening across topics and teams. The web app, while it hasn't evolved much in the last few years, provides a good experience consuming news. Personally, I use Yammer every morning to see what's happening across my company and comment, like, and share to interact across silos.As long as the size of the network inside of Yammer is managed - likely partitioning a large organization into business units, etc., - then Yammer provides an excellent platform for social news and "bottom up" collaboration across teams. Its free-form posting style, including articles and polls for interactive content, helps break down silos across the organization. Contrasted with the boring world of email, Yammer is a tantalizing world of pictures, GIFs, and videos.At LiveTiles, we share company and team news via Yammer, enabling others to see the progress and milestones - from a new office to a new customer - without the heavy burden of a company newsletter or similarly curated content. Even though we have fully adopted Teams for day-to-day, intra-team communication, Yammer is still the gold standard for inter-team communication.
Erik Ralston | 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 Yammer
2.6
Zendesk Support Suite
Task Management
Microsoft Yammer
2.2
Zendesk Support Suite
Gantt Charts
Microsoft Yammer
1.5
Zendesk Support Suite
Scheduling
Microsoft Yammer
1.9
Zendesk Support Suite
Workflow Automation
Microsoft Yammer
2.0
Zendesk Support Suite
Mobile Access
Microsoft Yammer
3.9
Zendesk Support Suite
Search
Microsoft Yammer
4.4
Zendesk Support Suite
Visual planning tools
Microsoft Yammer
2.2
Zendesk Support Suite

Communication

Microsoft Yammer
5.6
Zendesk Support Suite
Chat
Microsoft Yammer
9.7
Zendesk Support Suite
Notifications
Microsoft Yammer
8.8
Zendesk Support Suite
Discussions
Microsoft Yammer
8.4
Zendesk Support Suite
Surveys
Microsoft Yammer
7.4
Zendesk Support Suite
Internal knowledgebase
Microsoft Yammer
3.6
Zendesk Support Suite
Integrates with GoToMeeting
Microsoft Yammer
2.5
Zendesk Support Suite
Integrates with Gmail and Google Hangouts
Microsoft Yammer
1.6
Zendesk Support Suite
Integrates with Outlook
Microsoft Yammer
2.8
Zendesk Support Suite

File Sharing & Management

Microsoft Yammer
4.4
Zendesk Support Suite
Versioning
Microsoft Yammer
7.1
Zendesk Support Suite
Video files
Microsoft Yammer
8.0
Zendesk Support Suite
Audio files
Microsoft Yammer
7.9
Zendesk Support Suite
Document collaboration
Microsoft Yammer
4.0
Zendesk Support Suite
Access control
Microsoft Yammer
2.7
Zendesk Support Suite
Advanced security features
Microsoft Yammer
2.4
Zendesk Support Suite
Integrates with Google Drive
Microsoft Yammer
1.3
Zendesk Support Suite
Device sync
Microsoft Yammer
1.9
Zendesk Support Suite

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Pros

Microsoft Yammer

  • Employees from around the globe get to follow, share and discuss a myriad of business topics on Yammer, our business social network. They get to start conversations, collaborate on files and organize projects so one can go further, faster. Plus the ease of asking questions, finding expertise and offer feedback on a topic without leaving the application you’re in saves time and keeps employees engaged.
  • When one works with teammates in Yammer groups, ideas fly! Do you have an important message to share with the rest of the community? We utilize Yammer to reach who you want within the company when you want, so no one misses a thing. Yammer brings the global conversation straight to you.
Marcos Sola | 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 Yammer

  • Editing functionality would be warmly welcomed by my team. There's currently no way to edit posts in Yammer once they've been posted. If a typo is bothering you, you'll have to delete your post and re-post with the edited text.
  • Yammer's design leaves something to be desired. Document editing is not great.
  • No obvious way to sort/organize files uploaded to Yammer. If files from a certain user are needed, you'll have to go to their profile and sift through their uploaded files.
Kyle Legg | 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 Yammer

Microsoft Yammer 6.9
Based on 10 answers
Microsoft is dedicated to continual improvement on Yammer. They realize the value that Yammer brings to the table with their clients. In the short time that we have had Yammer implemented, we are just now beginning to see the strong impact it has on becoming more effective and efficient around collaboration.
Vivian Thacker | 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 Yammer

Microsoft Yammer 9.0
Based on 3 answers
Overall easy to use and intuitive, although limited in the possibility to personalize layout and look & feel of a site. Some functionalities are not easy to use, like document editing, but some others are quick and effective (posts and tagging above all). Performance and responsiveness of the Yammer site is typically acceptable, in my experience.
Stefano Tempesta | 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 Yammer

Microsoft Yammer 8.0
Based on 2 answers
Very available
Danielle Brigida | TrustRadius Reviewer

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 Yammer

Microsoft Yammer 9.0
Based on 2 answers
It's a simple product but it does provide value.
Danielle Brigida | TrustRadius Reviewer

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 Yammer

Microsoft Yammer 7.0
Based on 24 answers
We have never had to use the support for Yammer. The tool works well and we have not come across any bugs. User Interface is simple and easy to use, similar to other forum type products, thereby removing the need for any extensive training. Team members are invited in and immediately are able to start using the tool.
Nikhil George | 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 Yammer

Microsoft Yammer 8.0
Based on 1 answer
The training that Microsoft provides is very generic training for Yammer. I like the fact the training is short and easy to understand
Vivian Thacker | TrustRadius Reviewer

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 Yammer

Microsoft Yammer 8.0
Based on 2 answers
We organically implemented the product
Danielle Brigida | 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 Yammer

Microsoft Yammer far exceeded expectations when the company I work for switched from SharePoint. There was a limited learning curve, and a bit of training need, but generally the transition was smooth. SharePoint, while it proved to be useful company-wide, we have found that Microsoft Yammer creates more of a social network within departments. Microsoft Yammer provides a personal employee communication and information sharing
Anonymous | 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

Return on Investment

Microsoft Yammer

  • Adoption. When an ESN is implemented the wrong way, e.g. you force it on the organization without explaining the benefits for the user and not providing enough instructions and training to get started, it may well backfire on you and build a wall of resistance from the organization. Thus, to create ROI you need to think before you launch Yammer, and take help from people who know how to do it, e.g. a CSM or a CM.
  • Belonging. Yammer makes people feel more involved and up to date on what's happening. This increase employee engagement and helps management to steer the organization in the right direction.
  • Find blind spots. Yammer enables people to share ideas and prototypes with many people both within the company and invited customers (via an external network). This is a great way to discover blind spots and other flaws, to give you time to adjust them before going to market with a new product or service.
  • Find expertise. Yammer makes it much faster for anyone to find answers. Thus, time spent on finding an answer to a customers questions is not only reduced enormously, but Yammer enables you to get answers to questions that earlier was left unanswered because you couldn't find information at all.
  • Collaboration. To work together to create a presentation, social media content, a newsletter, a report, is much easier and faster when using Yammer. And you can get valuable input from people you never thought of asking.
Joakim Berg | 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 Yammer

General

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

Starting Price

Microsoft Yammer Editions & Modules

Additional Pricing Details

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 Yammer
7.9
Zendesk Support Suite
7.7

Likelihood to Renew

Microsoft Yammer
6.9
Zendesk Support Suite
10.0

Usability

Microsoft Yammer
9.0
Zendesk Support Suite
9.1

Reliability and Availability

Microsoft Yammer
8.0
Zendesk Support Suite
8.6

Performance

Microsoft Yammer
9.0
Zendesk Support Suite
8.0

Support Rating

Microsoft Yammer
7.0
Zendesk Support Suite
5.7

In-Person Training

Microsoft Yammer
Zendesk Support Suite
10.0

Online Training

Microsoft Yammer
8.0
Zendesk Support Suite
7.9

Implementation Rating

Microsoft Yammer
8.0
Zendesk Support Suite
9.0

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