What users are saying about
75 Ratings
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Top Rated
842 Ratings
75 Ratings
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Score 8.2 out of 100

Zendesk Support Suite

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Top Rated
842 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

  • TeamSupport ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

9.1

TeamSupport

91%
6.9

Zendesk Support Suite

69%
TeamSupport ranks higher in 5/6 features

Organize and prioritize service tickets

9.5
95%
11 Ratings
7.2
72%
88 Ratings

Expert directory

7.0
70%
1 Rating
6.0
60%
55 Ratings

Subscription-based notifications

10.0
100%
5 Ratings
6.0
60%
62 Ratings

Ticket creation and submission

9.5
95%
11 Ratings
8.1
81%
89 Ratings

Ticket response

9.5
95%
11 Ratings
7.8
78%
88 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
6.5
65%
58 Ratings

Self Help Community

9.0

TeamSupport

90%
6.7

Zendesk Support Suite

67%
TeamSupport ranks higher in 2/2 features

External knowledge base

8.6
86%
7 Ratings
6.8
68%
75 Ratings

Internal knowledge base

9.5
95%
10 Ratings
6.6
66%
70 Ratings

Multi-Channel Help

9.7

TeamSupport

97%
6.6

Zendesk Support Suite

66%
TeamSupport ranks higher in 4/5 features

Customer portal

10.0
100%
9 Ratings
6.8
68%
69 Ratings

Social integration

9.0
90%
4 Ratings
6.6
66%
54 Ratings

Email support

10.0
100%
11 Ratings
7.5
75%
85 Ratings

Help Desk CRM integration

10.0
100%
7 Ratings
7.0
70%
64 Ratings

IVR

N/A
0 Ratings
5.1
51%
29 Ratings

Attribute Ratings

  • TeamSupport is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • Zendesk Support Suite is rated higher in 6 areas: Usability, Availability, Performance, In-Person Training, Online Training, Implementation Rating
  • TeamSupport and Zendesk Support Suite are tied in 1 area: Likelihood to Renew

Likelihood to Recommend

7.7

TeamSupport

77%
57 Ratings
7.1

Zendesk Support Suite

71%
127 Ratings

Likelihood to Renew

10.0

TeamSupport

100%
14 Ratings
10.0

Zendesk Support Suite

100%
39 Ratings

Usability

8.9

TeamSupport

89%
8 Ratings
9.8

Zendesk Support Suite

98%
19 Ratings

Availability

1.8

TeamSupport

18%
8 Ratings
8.6

Zendesk Support Suite

86%
26 Ratings

Performance

7.3

TeamSupport

73%
10 Ratings
8.0

Zendesk Support Suite

80%
20 Ratings

Support Rating

9.3

TeamSupport

93%
16 Ratings
7.8

Zendesk Support Suite

78%
49 Ratings

In-Person Training

6.4

TeamSupport

64%
1 Rating
10.0

Zendesk Support Suite

100%
1 Rating

Online Training

7.7

TeamSupport

77%
3 Ratings
7.9

Zendesk Support Suite

79%
9 Ratings

Implementation Rating

7.5

TeamSupport

75%
12 Ratings
9.0

Zendesk Support Suite

90%
35 Ratings

Configurability

TeamSupport

N/A
0 Ratings
9.3

Zendesk Support Suite

93%
3 Ratings

Product Scalability

1.0

TeamSupport

10%
1 Rating

Zendesk Support Suite

N/A
0 Ratings

Likelihood to Recommend

TeamSupport

TeamSupport is a great ticketing/help desk platform for small companies. It gets the job done and allows for multiple teams to manage workloads. It is not best for bigger organizations as there are lots of lacking features (mobile app, integrations, robust Jira/Confluence like system). The support for TeamSupport is great too. They usually get in touch with customers quickly when the system is down and they resolve issues quickly as well.
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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.
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Pros

TeamSupport

  • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
  • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
  • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
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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

TeamSupport

  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
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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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Pricing Details

TeamSupport

Starting Price

$25 per month

Editions & Modules

TeamSupport editions and modules pricing
EditionModules
Enterprise$551
Support Desk$402

Footnotes

  1. Per User per Month
  2. Per User per Month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional $2,000

Additional Details

Pricing is based on annual billing

Zendesk Support Suite

Starting Price

$19 per agent/month billed annually

Editions & Modules

Zendesk Support Suite editions and modules pricing
EditionModules
Suite Team$49.001
Suite Growth$79.002
Suite Professional$99.003
Suite Enterprise$150.004
Additional Enterprise-Ready Plans, starting at...$215.005
Support Team (Foundational Support Only)$19.006

Footnotes

  1. per agent/month billed annually
  2. per agent/month billed annually
  3. per agent/month billed annually
  4. per agent/month billed annually
  5. per agent/month billed annually
  6. per agent/month billed annually

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional

Additional Details

Likelihood to Renew

TeamSupport

We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
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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

TeamSupport

I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it. But the portal offers great tools and guides on workarounds.
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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

TeamSupport

Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
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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

TeamSupport

It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
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Zendesk

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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Support Rating

TeamSupport

TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.
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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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In-Person Training

TeamSupport

Able to get hands on training and ask questions.
Read full review

Zendesk

No answers on this topic

Online Training

TeamSupport

Not much training was offered, but it was always provided when we requested it
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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

TeamSupport

Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
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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

TeamSupport

TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
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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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Scalability

TeamSupport

TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
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Zendesk

No answers on this topic

Return on Investment

TeamSupport

  • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
  • TeamSupport allows us to effectively manage workflow.
  • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
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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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Screenshots

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