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Compare Dynamics 365 Customer Service and Freshservice 
At a Glance
Market Segments
Mid-Market (55.6% of reviews)
Mid-Market (62.1% of reviews)
Entry-Level Pricing
No pricing available
$19.00
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 ServiceFreshservice
Star Rating
(1,306)4.6 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in user experience, with many praising its intuitive interface and modern tools that streamline customer support management. Users have noted that it effectively consolidates multiple applications into a single platform, enhancing overall efficiency.
- According to verified reviews, Freshservice outshines Dynamics 365 Customer Service in terms of ease of use and setup. Reviewers highlight the quick onboarding process and user-friendly design, making it accessible for teams without extensive training.
- Users say that Freshservice offers superior support quality, with a score reflecting high satisfaction. Many appreciate the responsive customer service and the ability to customize support features, which has been beneficial for organizations expanding their use across departments.
- Reviewers mention that while Dynamics 365 Customer Service integrates well with tools like Teams and Outlook, it faces challenges in user experience compared to Freshservice. Some users find it less intuitive, which can lead to a steeper learning curve for new team members.
- G2 reviewers highlight that Freshservice's versatility allows it to support various departments beyond IT, making it a valuable asset for organizations looking to streamline operations. This adaptability is a significant advantage over Dynamics 365, which is often seen as more rigid in its application.
- According to recent feedback, Dynamics 365 Customer Service is recognized for its robust case tracking and workflow management features. However, users have noted that its overall satisfaction ratings lag behind Freshservice, indicating room for improvement in user experience and support quality.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableFreshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Free Trial
Dynamics 365 Customer Service
No trial information availableFreshservice
Free Trial is available
Ratings
Meets Requirements
8.5
20
8.9
1,167
Ease of Use
7.9
20
9.2
1,169
Ease of Setup
7.4
9
8.8
952
Ease of Admin
7.7
8
9.0
956
Quality of Support
8.4
19
9.0
1,127
Has the product been a good partner in doing business?
8.6
6
9.1
931
Product Direction (% positive)
8.2
19
9.5
1,154
Features by Category
Ticket and Case Management
8.2
10
|
Verified
Not enough data
8.3
10
|
Verified
Not enough data
8.8
10
|
Verified
Not enough data
8.9
9
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
8.2
10
Not enough data
8.7
9
|
Verified
Not enough data
8.5
10
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.3
10
|
Verified
Not enough data
8.7
10
Not enough data
8.3
9
|
Verified
Not enough data
8.0
10
Not enough data
8.5
10
|
Verified
Not enough data
Platform
8.3
6
Not enough data
8.9
6
|
Verified
Not enough data
9.0
7
|
Verified
Not enough data
8.3
7
|
Verified
Not enough data
8.5
9
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
Administration
Not enough data
8.6
320
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
373
|
Verified
Service Desk
Not enough data
9.4
402
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
369
|
Verified
Management
Not enough data
8.5
312
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
286
|
Verified
Not enough data
8.2
230
|
Verified
Functionality
Not enough data
9.4
333
|
Verified
Not enough data
8.7
271
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
303
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
Monitoring
Not enough data
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Management Tools
Not enough data
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Generative AI
Not enough data
7.8
136
Not enough data
7.8
135
Agentic AI - Incident Management
Not enough data
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
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
Internal Use
8.9
6
|
Verified
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
Generative AI
Not enough data
7.2
75
Self-Service Experience
8.9
15
8.4
136
8.2
13
8.7
132
8.1
12
7.1
112
7.8
6
7.6
114
7.8
6
8.2
133
Self-Service Platform
8.9
6
8.5
134
9.4
6
8.7
138
8.3
7
7.1
107
8.6
6
8.1
129
Agentic AI - Customer Self-Service
Not enough data
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
7.7
70
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Incident Management
Not enough data
9.1
736
Not enough data
8.9
739
Not enough data
9.0
792
Not enough data
8.6
728
Not enough data
8.6
693
Reporting
Not enough data
8.6
774
Not enough data
8.2
637
Not enough data
8.2
616
Access & Usability
Not enough data
8.4
702
Not enough data
8.9
725
Not enough data
8.5
550
Not enough data
8.7
562
Agentic AI - Service Desk
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Analysis
Not enough data
7.6
175
Platform
Not enough data
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Security
Not enough data
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Agentic AI - Enterprise IT Management
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 Freshservice are categorized as Customer Self-Service
Unique Categories
Dynamics 365 Customer Service is categorized as Help Desk, Live Chat, and Digital Customer Service Platforms
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, Enterprise IT Management, and Service Desk
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshservice
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
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.3%
Alternatives
Discussions
Dynamics 365 Customer Service has no discussions with answers
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
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