# Dynamics 365 Customer Service vs Freshservice Comparison
---
## AI Generated Summary
- **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.



| | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 32 | 1,335 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Mid-Market (61.9% of reviews) | 
| **Entry Level Price** | No pricing available | $19.00 | 

---
## Top Pros & Cons

### Dynamics 365 Customer Service

Pros:
- Automation (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Limited Customization (2 reviews)
- Limited Functionality (2 reviews)

### Freshservice

Pros:
- Ease of Use (229 reviews)
- Features (116 reviews)

Cons:
- Missing Features (83 reviews)
- Limited Features (56 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 8.9 (1184 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 9.2 (1189 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 8.8 (974 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 9.0 (958 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 9.0 (1144 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 9.1 (933 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 9.5 (1167 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **Freshservice** | N/A | N/A |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | Not enough data | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.7 (10 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | 8.0 (10 reviews) | Not enough data | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | Not enough data | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Freshservice** | 8.4/10 | 447 |

#### Administration

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Change Management** | Not enough data | 8.6 (324 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.4 (351 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.3 (375 reviews) ✓ Verified | 

#### Service Desk

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Help Desk** | Not enough data | 9.5 (410 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.1 (377 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.8 (373 reviews) ✓ Verified | 

#### Management

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Reporting** | Not enough data | 8.5 (313 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.9 (320 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.8 (283 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (290 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.1 (228 reviews) ✓ Verified | 

#### Functionality

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.5 (343 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.7 (269 reviews) ✓ Verified | 
| **Alerting** | Not enough data | 8.7 (267 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.8 (310 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.9 (8 reviews) | 
| **Multi-step Planning** | Not enough data | 6.9 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 8.5 (13 reviews) | 
| **Adaptive Learning** | Not enough data | 7.4 (7 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.1 (7 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (9 reviews) | 
| **Decision Making** | Not enough data | 8.0 (9 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Freshservice** | 7.4/10 | 368 |

#### Monitoring

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.3 (267 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 8.6 (303 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 8.8 (320 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 6.1 (26 reviews) | 

#### Management Tools

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.0 (341 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 8.9 (331 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.5 (295 reviews) ✓ Verified | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (137 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (136 reviews) | 

#### Agentic AI - Incident Management

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.6 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 5.6 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 5.8 (6 reviews) | 
| **Adaptive Learning** | Not enough data | 7.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | 7.0 (5 reviews) | 
| **Decision Making** | Not enough data | 7.0 (5 reviews) | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Freshservice** | N/A | N/A |

#### Asset Inventory

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Management

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Freshservice** | N/A | N/A |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Pop-up Chat** | Not enough data | Not enough data | 
| **Notifications** | Not enough data | Not enough data | 
| **Targeted Emails** | Not enough data | Not enough data | 
| **In-App Messaging** | Not enough data | Not enough data | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | Not enough data | Not enough data | 
| **Lead Development** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 
| **Team Inbox ** | Not enough data | Not enough data | 
| **Customer Profiles** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **Freshservice** | 6.9/10 | 153 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (76 reviews) | 

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | 8.4 (140 reviews) | 
| **Searchable Articles** | 8.2 (13 reviews) | 8.7 (134 reviews) | 
| **Community Forums** | 8.1 (12 reviews) | 7.1 (113 reviews) | 
| **Mobile Optimization** | 7.8 (6 reviews) | 7.6 (115 reviews) | 
| **Personalization** | 7.8 (6 reviews) | 8.2 (134 reviews) | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | 8.5 (135 reviews) | 
| **Automation** | 9.4 (6 reviews) | 8.7 (140 reviews) | 
| **Artificial Intelligence** | 8.3 (7 reviews) | 7.1 (108 reviews) | 
| **Integrations** | 8.6 (6 reviews) | 8.1 (130 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.0 (5 reviews) | 
| **Multi-step Planning** | Not enough data | 5.3 (5 reviews) | 
| **Cross-system Integration** | Not enough data | 5.3 (5 reviews) | 
| **Adaptive Learning** | Not enough data | 5.3 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | 5.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | 5.0 (5 reviews) | 
| **Decision Making** | Not enough data | 5.3 (5 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Freshservice** | N/A | N/A |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Freshservice** | 7.1/10 | 70 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (70 reviews) | 

#### Agentic AI - IT Alerting

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | 7.0 (5 reviews) | 
| **Cross-system Integration** | Not enough data | 7.0 (5 reviews) | 
| **Adaptive Learning** | Not enough data | 7.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | 7.0 (5 reviews) | 
| **Decision Making** | Not enough data | 7.0 (5 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Freshservice** | 8.0/10 | 844 |

#### Incident Management

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 9.1 (737 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.9 (737 reviews) | 
| **Ticket Notifications** | Not enough data | 9.0 (796 reviews) | 
| **Knowledge Base** | Not enough data | 8.6 (729 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.6 (695 reviews) | 

#### Reporting

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Dashboards** | Not enough data | 8.6 (775 reviews) | 
| **Time Tracking** | Not enough data | 8.2 (639 reviews) | 
| **Surveys** | Not enough data | 8.2 (615 reviews) | 

#### Access & Usability

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Mobile** | Not enough data | 8.4 (701 reviews) | 
| **Self Service** | Not enough data | 8.9 (728 reviews) | 
| **Active Directory** | Not enough data | 8.5 (550 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.6 (562 reviews) | 

#### Agentic AI - Service Desk

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (8 reviews) | 
| **Multi-step Planning** | Not enough data | 6.7 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 7.1 (8 reviews) | 
| **Adaptive Learning** | Not enough data | 7.0 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.1 (8 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (8 reviews) | 
| **Decision Making** | Not enough data | 6.7 (8 reviews) | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Freshservice** | 8.2/10 | 364 |

#### Analysis

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Threat Detection** | Not enough data | 7.5 (173 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Unified Communications Platform** | Not enough data | 8.3 (232 reviews) | 
| **Remote Access** | Not enough data | 8.2 (212 reviews) | 
| **ITIL Policy Compliance** | Not enough data | 8.7 (255 reviews) | 
| **Asset Tracking** | Not enough data | 8.4 (283 reviews) | 
| **IT Knowledge Management** | Not enough data | 8.7 (315 reviews) | 

#### Security

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Endpoint Protection** | Not enough data | 7.8 (178 reviews) | 
| **Patch Management** | Not enough data | 7.0 (107 reviews) | 
| **Disaster Recovery** | Not enough data | 7.5 (166 reviews) | 
| **Service Management** | Not enough data | 8.9 (283 reviews) | 
| **Workflow Management** | Not enough data | 8.8 (286 reviews) | 

#### Agentic AI - Enterprise IT Management

| Feature | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Dynamics 365 Customer Service (2):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to Freshservice (7):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Incident Management Software](https://www.g2.com/categories/incident-management), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | Freshservice | 
|---|---|---|
| **Small-Business** | 14.3% | 17.6% | 
| **Mid-Market** | 53.6% | 61.9% | 
| **Enterprise** | 32.1% | 20.5% | 

### By Industry

#### Dynamics 365 Customer Service

- **Information Technology and Services:** 14.8%
- **Telecommunications:** 11.1%
- **Computer Software:** 11.1%
- **Banking:** 7.4%
- **Accounting:** 3.7%
- **Consumer Electronics:** 3.7%
- **Consumer Services:** 3.7%
- **Financial Services:** 3.7%
- **Fine Art:** 3.7%
- **Food Production:** 3.7%
- **Other:** 33.3%

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.5%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.4%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.7%

---
## Alternatives

### Alternatives to Dynamics 365 Customer Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7331 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (429 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7614 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4304 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1865 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1144 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (952 reviews)

---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/dynamics-365-customer-service-vs-freshservice)