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At a Glance
Market Segments
Mid-Market (55.6% of reviews)
Small-Business (48.4% of reviews)
Entry-Level Pricing
No pricing available
$15.00 Per Month
Dynamics 365 Customer Service
Star Rating
(31)4.4 out of 5
Market Segments
Mid-Market (55.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceFreshdesk
Star Rating
(3,611)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in its ticket creation user experience, scoring 8.9, which reviewers mention makes it intuitive and user-friendly, while Dynamics 365 Customer Service, with a score of 8.8, is noted for its robust ticket response user experience, scoring 9.0, indicating a slight edge in handling responses efficiently.
- Reviewers mention that Freshdesk's workflow capabilities score 8.5, which is significantly lower than Dynamics 365's impressive score of 9.4, highlighting that Dynamics 365 offers more advanced automation and customization options for managing workflows.
- G2 users indicate that Freshdesk's SLA management is rated at 8.3, which some users find limiting compared to Dynamics 365's score of 9.0, where reviewers appreciate the more comprehensive SLA tracking and management features that help ensure timely responses.
- Users on G2 report that Freshdesk's self-service experience, particularly its knowledge base, scores 8.7, while Dynamics 365 shines with a score of 9.0, with reviewers noting its superior searchability and mobile optimization, making it easier for customers to find answers on-the-go.
- Reviewers mention that Freshdesk's multi-channel coverage scores 8.4, which is seen as adequate, but Dynamics 365's higher score of 9.0 reflects its extensive integration with various communication channels, including voice and social media, enhancing customer engagement.
- Users say that Freshdesk's customization options score 8.1, which some find limiting, while Dynamics 365 impresses with a score of 9.3, with reviewers highlighting its flexibility in tailoring the platform to specific business needs, making it a more adaptable solution for diverse organizations.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableFreshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Free Trial
Dynamics 365 Customer Service
No trial information availableFreshdesk
Free Trial is available
Ratings
Meets Requirements
8.5
20
8.6
3,175
Ease of Use
7.9
20
8.8
3,197
Ease of Setup
7.4
9
8.6
2,258
Ease of Admin
7.7
8
8.7
2,153
Quality of Support
8.4
19
8.7
3,074
Has the product been a good partner in doing business?
8.6
6
8.8
2,078
Product Direction (% positive)
8.2
19
8.8
3,150
Features by Category
Ticket and Case Management
8.2
10
|
Verified
8.9
2218
|
Verified
8.3
10
|
Verified
8.8
2226
|
Verified
8.8
10
|
Verified
8.5
2139
|
Verified
8.9
9
|
Verified
8.5
2033
|
Verified
8.7
9
|
Verified
8.3
1797
|
Verified
8.2
10
8.5
2085
|
Verified
8.7
9
|
Verified
8.7
2007
|
Verified
8.5
10
|
Verified
8.2
1371
|
Verified
Generative AI
Not enough data
7.3
330
Not enough data
7.4
327
Agentic AI - Help Desk
Not enough data
7.1
59
Not enough data
6.9
59
Not enough data
7.2
57
Communication Channels
8.3
10
|
Verified
8.6
1921
|
Verified
8.7
10
8.9
2068
|
Verified
8.3
9
|
Verified
8.4
1312
|
Verified
8.0
10
8.0
1193
|
Verified
8.5
10
|
Verified
7.9
940
|
Verified
Platform
8.3
6
8.0
1156
|
Verified
8.9
6
|
Verified
8.1
1663
|
Verified
9.0
7
|
Verified
8.6
1546
|
Verified
8.3
7
|
Verified
8.2
1141
|
Verified
8.5
9
|
Verified
8.0
1861
|
Verified
8.7
9
|
Verified
8.3
1960
|
Verified
Channels
Not enough data
8.3
353
Not enough data
7.9
332
Not enough data
7.5
323
Design
Not enough data
8.2
330
Not enough data
7.8
335
Not enough data
8.2
355
Not enough data
8.3
341
Not enough data
8.4
331
Generative AI
Not enough data
7.7
265
Not enough data
7.7
265
Usability
Not enough data
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Reporting
Not enough data
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Generative AI
Not enough data
7.5
182
Not enough data
7.6
182
Conversational Platform
Not enough data
8.3
433
Not enough data
8.3
379
Not enough data
8.3
371
Not enough data
8.4
307
Support Automation
Not enough data
8.4
388
Not enough data
8.4
409
Not enough data
8.2
372
Not enough data
8.2
313
Generative AI
Not enough data
7.4
208
Not enough data
7.4
205
Generative AI
Not enough data
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Communication
Not enough data
8.8
584
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
495
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Internal Use
8.9
6
|
Verified
8.1
1663
|
Verified
Not enough data
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
549
|
Verified
Generative AI
Not enough data
7.9
144
Self-Service Experience
8.9
15
8.7
960
8.2
13
8.6
913
8.1
12
8.3
687
7.8
6
8.2
241
7.8
6
8.4
258
Self-Service Platform
8.9
6
8.5
254
9.4
6
8.6
261
8.3
7
8.0
221
8.6
6
8.4
238
Agentic AI - Customer Self-Service
Not enough data
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
Generative AI
Not enough data
8.2(won by default)
80
Not enough data
8.1(won by default)
80
Process
Not enough data
8.6(won by default)
163
Not enough data
9.3(won by default)
483
Not enough data
8.6(won by default)
374
Channels
Not enough data
9.2(won by default)
479
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
340
Not enough data
8.2(won by default)
55
Insight
Not enough data
8.6(won by default)
382
Not enough data
8.7(won by default)
170
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
446
Generative AI
Not enough data
7.7
87
Not enough data
7.7
86
Customer Query Resolution - AI Customer Support Agents
Not enough data
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.2
13
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Automation
Not enough data
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Autonomy
Not enough data
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Dynamics 365 Customer Service and Freshdesk are categorized as Help Desk, Customer Self-Service, Live Chat, and Digital Customer Service Platforms
Unique Categories
Dynamics 365 Customer Service has no unique categories
Freshdesk is categorized as AI Customer Support Agents, Conversational Support, Shared Inbox, Complaint Management, Customer Communications Management, and Social Customer Service
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
14.8%
Telecommunications
11.1%
Computer Software
11.1%
Banking
7.4%
Wholesale
3.7%
Other
51.9%
Information Technology and Services
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Alternatives
Discussions
Dynamics 365 Customer Service has no discussions with answers
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
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