Compare Dynamics 365 Customer Service and Freshservice 
At a Glance
Market Segments
Mid-Market (53.6% of reviews)
Mid-Market (62.1% of reviews)
Entry-Level Pricing
No pricing available
$19.00
Dynamics 365 Customer Service
Star Rating
(32)4.4 out of 5
Market Segments
Mid-Market (53.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceFreshservice
Star Rating
(1,330)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
1,182
Ease of Use
7.9
20
9.2
1,186
Ease of Setup
7.4
9
8.8
970
Ease of Admin
7.7
8
9.0
958
Quality of Support
8.4
19
9.0
1,142
Has the product been a good partner in doing business?
8.6
6
9.1
933
Product Direction (% positive)
8.2
19
9.5
1,165
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
324
|
Verified
Not enough data
8.4
351
|
Verified
Not enough data
8.4
374
|
Verified
Service Desk
Not enough data
9.5
409
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
372
|
Verified
Management
Not enough data
8.5
312
|
Verified
Not enough data
8.9
318
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
290
|
Verified
Not enough data
8.1
228
|
Verified
Functionality
Not enough data
9.5
341
|
Verified
Not enough data
8.7
269
|
Verified
Not enough data
8.7
267
|
Verified
Not enough data
8.8
309
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
7.9
8
Not enough data
6.9
8
Not enough data
8.6
12
Not enough data
7.4
7
Not enough data
7.1
7
Not enough data
8.1
9
Not enough data
8.0
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
26
Management Tools
Not enough data
9.0
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Generative AI
Not enough data
7.8
137
Not enough data
7.8
136
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
Asset Inventory
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
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset 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
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
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
76
Self-Service Experience
8.9
15
8.4
138
8.2
13
8.7
133
8.1
12
7.1
113
7.8
6
7.6
115
7.8
6
8.2
134
Self-Service Platform
8.9
6
8.5
135
9.4
6
8.7
139
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
737
Not enough data
9.0
794
Not enough data
8.6
727
Not enough data
8.6
693
Reporting
Not enough data
8.6
774
Not enough data
8.2
638
Not enough data
8.2
614
Access & Usability
Not enough data
8.4
700
Not enough data
8.9
726
Not enough data
8.5
550
Not enough data
8.6
561
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
7.0
9
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Analysis
Not enough data
7.5
173
Platform
Not enough data
8.3
232
Not enough data
8.2
212
Not enough data
8.7
255
Not enough data
8.4
283
Not enough data
8.7
315
Security
Not enough data
7.8
178
Not enough data
7.0
107
Not enough data
7.5
166
Not enough data
8.9
283
Not enough data
8.8
286
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 Help Desk and Customer Self-Service
Unique Categories
Dynamics 365 Customer Service is categorized as Live Chat and Digital Customer Service Platforms
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Asset Management, IT Alerting, Incident Management, Enterprise IT Management, Configuration 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%
Accounting
3.7%
Other
51.9%
Information Technology and Services
19.6%
Computer Software
5.5%
Construction
4.5%
Financial Services
3.5%
Education Management
3.5%
Other
63.3%
Alternatives
Discussions
Dynamics 365 Customer Service has no discussions with answers
How has your experience been with Freshservice support?
12 Comments
PB
So far, great. I've only worked with them twice, but both times the answer came back within 24 hours.Read more
What is Freshservice used for?
3 Comments
AN
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...Read more
Whats the best way to populate our inventory?
3 Comments
DO
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...Read more
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