What users are saying about
1010 Ratings
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Score 8.3 out of 100
19 Ratings
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Score 8 out of 100

Likelihood to Recommend

MS SharePoint / SQL

We have used it successfully as mentioned on two large programs, but again it is an enterprise tool so I am only speaking from the standpoint of my team. Hundreds of teams across our enterprise use this every day. We keep our decision tracker out there as well as important program documents required by our SDLC process like requirements, etc. We also publish test results for the team to see. We use SharePoint to share test data across the organization as we can not just email files back and forth. We can rely on the security settings of SharePoint to allow access to only those team members that need to see the test data. And even though our test data is masked, we still control access to it. I would recommend that any team can benefit from using SharePoint and it gives a good place to store program/project files. It becomes the source of the truth and you just keep putting the most current versions and save them to SharePoint.
Gene Baker | TrustRadius Reviewer

Zendesk Explore

Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports. In addition, if you know basic coding or SQL, you can create your own metrics and attributes to capture extremely specific elements such as the tickets that contain a certain word or etc.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

BI Standard Reporting

MS SharePoint / SQL
7.5
Zendesk Explore
9.1
Pixel Perfect reports
MS SharePoint / SQL
6.5
Zendesk Explore
9.0
Customizable dashboards
MS SharePoint / SQL
8.0
Zendesk Explore
9.9
Report Formatting Templates
MS SharePoint / SQL
8.0
Zendesk Explore
8.5

Ad-hoc Reporting

MS SharePoint / SQL
8.7
Zendesk Explore
9.7
Drill-down analysis
MS SharePoint / SQL
8.7
Zendesk Explore
9.9
Formatting capabilities
MS SharePoint / SQL
8.8
Zendesk Explore
9.9
Integration with R or other statistical packages
MS SharePoint / SQL
7.9
Zendesk Explore
10.0
Report sharing and collaboration
MS SharePoint / SQL
9.6
Zendesk Explore
9.0

Report Output and Scheduling

MS SharePoint / SQL
9.1
Zendesk Explore
6.6
Publish to Web
MS SharePoint / SQL
9.2
Zendesk Explore
7.0
Publish to PDF
MS SharePoint / SQL
8.8
Zendesk Explore
7.0
Report Versioning
MS SharePoint / SQL
9.1
Zendesk Explore
4.0
Report Delivery Scheduling
MS SharePoint / SQL
8.7
Zendesk Explore
8.4
Delivery to Remote Servers
MS SharePoint / SQL
9.4
Zendesk Explore

Data Discovery and Visualization

MS SharePoint / SQL
7.7
Zendesk Explore
9.0
Pre-built visualization formats (heatmaps, scatter plots etc.)
MS SharePoint / SQL
7.0
Zendesk Explore
10.0
Location Analytics / Geographic Visualization
MS SharePoint / SQL
8.3
Zendesk Explore
8.5
Predictive Analytics
MS SharePoint / SQL
7.9
Zendesk Explore
8.5

Access Control and Security

MS SharePoint / SQL
9.2
Zendesk Explore
8.7
Multi-User Support (named login)
MS SharePoint / SQL
9.3
Zendesk Explore
10.0
Role-Based Security Model
MS SharePoint / SQL
9.0
Zendesk Explore
7.1
Multiple Access Permission Levels (Create, Read, Delete)
MS SharePoint / SQL
9.3
Zendesk Explore
8.5
Single Sign-On (SSO)
MS SharePoint / SQL
9.0
Zendesk Explore
9.0

Mobile Capabilities

MS SharePoint / SQL
9.5
Zendesk Explore
5.5
Responsive Design for Web Access
MS SharePoint / SQL
8.7
Zendesk Explore
7.0
Dedicated iOS Application
MS SharePoint / SQL
9.8
Zendesk Explore
Dedicated Android Application
MS SharePoint / SQL
9.8
Zendesk Explore
Dashboard / Report / Visualization Interactivity on Mobile
MS SharePoint / SQL
9.7
Zendesk Explore
4.1

Application Program Interfaces (APIs) / Embedding

MS SharePoint / SQL
9.2
Zendesk Explore
10.0
REST API
MS SharePoint / SQL
9.6
Zendesk Explore
10.0
Javascript API
MS SharePoint / SQL
9.2
Zendesk Explore
iFrames
MS SharePoint / SQL
9.4
Zendesk Explore
Java API
MS SharePoint / SQL
9.2
Zendesk Explore
Themeable User Interface (UI)
MS SharePoint / SQL
9.2
Zendesk Explore
Customizable Platform (Open Source)
MS SharePoint / SQL
8.6
Zendesk Explore

Pros

MS SharePoint / SQL

  • Flexible - able to make any changes we would like vs traditional service desk system.
  • ROI - We were already using SharePoint for internal intranet, so we are simply getting more use out of licensing we had already committed to.
  • Easy to use for end users.
Anonymous | TrustRadius Reviewer

Zendesk Explore

  • As with most "suite" products, if you already use other Zendesk features (Chat, Talk, etc), then Zendesk Explore adds an extra facet to the customer experience. The more we know about our clientele, the better we can understand/anticipate their needs.
  • I like that we can get as in-depth as we feel is necessary. For example, is just one customer having an issue? Or are many experiencing a similar problem? We can better rack this type of trend using Explore.
  • Our team can dive deep into the data based on exactly what we're looking for. If the marketing team wants a certain kind of segment, we can give them that info. If we want to sort by date or another set of parameters, we can do that as well.
Anonymous | TrustRadius Reviewer

Cons

MS SharePoint / SQL

  • It is hard to setup and nightmare
  • It requires a of infrastructure, thus it could be costly because of requirement and licensing required for everything to run smoothly
  • If it is not setup and organized properly from the beginning it could be maintenance nightmare
  • It is hard to have "test" environment to do patches or similar
Anonymous | TrustRadius Reviewer

Zendesk Explore

  • More detailed pieces of training on where to find datasets/queries.
  • Have demo reports to do live trainings; instead of watching videos.
  • Have a key as to what all of the datasets mean.
  • Have a pop-up that analyzes the data "looks like your csat dropped this week!" etc...
Alexandra Rouzier | TrustRadius Reviewer

Likelihood to Renew

MS SharePoint / SQL

MS SharePoint / SQL 8.8
Based on 7 answers
This was a long-term buy-in from a corporate perspective, to remain in the SharePoint space. Migration is certainly possible, which is good for planning and having options further out. At this point, the only planned migration is to eventually move the architecture up to SharePoint/SQL 2013. At that point, we will be able to leverage some greater efficiencies, some enhanced content design and management features, and some more current social features. It is well worth a full consideration in any shop looking at a new implementation of or migration to SharePoint (although you will probably be considering 2013 versions or beyond in those discussions), but the platform should be a strong competitor to any alternatives. Realizing the capability of a fully-branded and customized website was not part of the original choice for the architecture at Lincoln, but seeing it implemented and functioning now with this capacity far beyond original expectations has certainly cemented plans to continue using it.
Tim Ritter | TrustRadius Reviewer

Zendesk Explore

No score
No answers yet
No answers on this topic

Usability

MS SharePoint / SQL

MS SharePoint / SQL 8.3
Based on 5 answers
SharePoint is very complex. This makes usability somewhat difficult from an IT perspective. An IT generalist will be able to pick it up and run with basic tasks. More customized functions would require significant specialized training and therefore limit what a standard user would be able to achieve. From an end user perspective, it's pretty straightforward to use.
Anonymous | TrustRadius Reviewer

Zendesk Explore

Zendesk Explore 10.0
Based on 2 answers
As previously mentioned, Zendesk Explore is easy to use. There are lots of materials in Zendesk Community. In addition, the live support will also help a lot in learning Zendesk Explore, especially for beginners. Zendesk Explore might be difficult at first to learn, but anyone could learn it in just 7 days. Once the fundamentals are locked in, moving from that place to becoming an amateur at Zendesk Explore is extremely easy. Lastly, if you know basic coding and SQL, you can be a pro at it already.
Anonymous | TrustRadius Reviewer

Support Rating

MS SharePoint / SQL

MS SharePoint / SQL 9.0
Based on 7 answers
It's been fantastic in terms of Premier Support so far. If there is an issue and if you report if the product has an issue, they will act upon it immediately. In some cases, if you design/develop something using the platform, Microsoft appreciates it and... publishes it on their public website. But you have to wait for some time if it is a non-Premier Support issue as you may experience delays.
Harish Engolkar | TrustRadius Reviewer

Zendesk Explore

Zendesk Explore 10.0
Based on 2 answers
Support for all of Zendesk has exceeding my expectations. This company will always get a 10 out of 10 in my book. Any question you have they make sure you have the answer plus a step-by-step guide on how to do each step so you are set up for success!
Alexandra Rouzier | TrustRadius Reviewer

Implementation Rating

MS SharePoint / SQL

MS SharePoint / SQL 7.0
Based on 4 answers
Not implemented in best practice way, there are many customizations
Vadim Malkin | TrustRadius Reviewer

Zendesk Explore

No score
No answers yet
No answers on this topic

Alternatives Considered

MS SharePoint / SQL

I have used both Google Drive and Zoho Docs which seem similar to MS SharePoint. The main differences I noticed as a user is that the user interfaces in both Google Drive and Zoho Docs were much more intuitive and they were much easier to navigate than MS SharePoint. There are a lot more things that you can do with MS SharePoint, but for a smaller company, it may not be worth the investment.
Anonymous | TrustRadius Reviewer

Zendesk Explore

For support data, we have only used Explore because it came with our ZenDesk membership. So I can't speak to other solutions! That said, it's awesome to have Knowledge Base and support data in one place.
Julie Pinto | TrustRadius Reviewer

Return on Investment

MS SharePoint / SQL

  • I've installed SharePoint in many different industries and each industry has seen greater collaboration among their teams both locally and nationally. The ability to collaborate more efficiently has reduced the need to have employees centrally located.
  • Companies which have used SharePoint in a end user training portal have had great ROI, since they can create the content once and share with all their users who subscribe to their training service. The web content management aspect of SharePoint is a very helpful feature.
Anonymous | TrustRadius Reviewer

Zendesk Explore

  • Identify surge ticket periods which help planning.
  • Identify CSAT Trend and use the data to improve customer satisfaction.
  • Identify SLA Trend and use the data to reduce turnaround time.
  • Identify 1-Touch % and use the data to improve response.
Anonymous | TrustRadius Reviewer

Pricing Details

MS SharePoint / SQL

General

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

Starting Price

Zendesk Explore

General

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

Starting Price

Rating Summary

Likelihood to Recommend

MS SharePoint / SQL
8.9
Zendesk Explore
9.9

Likelihood to Renew

MS SharePoint / SQL
8.8
Zendesk Explore

Usability

MS SharePoint / SQL
8.3
Zendesk Explore
10.0

Support Rating

MS SharePoint / SQL
9.0
Zendesk Explore
10.0

Implementation Rating

MS SharePoint / SQL
7.0
Zendesk Explore

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