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Compare Dynamics 365 Customer Service and Zendesk for Customer Service 
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At a Glance
Market Segments
Mid-Market (55.6% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
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 ServiceZendesk for Customer Service
Star Rating
(6,660)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticket creation user experience, scoring an impressive 8.8, while Dynamics 365 Customer Service matches this score but shines in ticket response user experience with a higher score of 9.0. Reviewers mention that the intuitive interface of Zendesk makes it easy for agents to create tickets quickly.
- Reviewers mention that Dynamics 365 Customer Service offers superior workflow capabilities, scoring 9.4 compared to Zendesk's 8.5. Users on G2 appreciate the automation features in Dynamics, which streamline processes and reduce manual effort.
- Users say that the SLA management in Dynamics 365 Customer Service is more robust, with a score of 9.0, compared to Zendesk's 8.1. Reviewers highlight the ability to set detailed SLA policies that help ensure timely responses and resolutions.
- G2 users report that the knowledge base feature in Dynamics 365 Customer Service is more comprehensive, scoring 9.0, while Zendesk's knowledge base scores 8.5. Users mention that the search functionality in Dynamics is particularly effective, making it easier for customers to find relevant articles.
- Reviewers mention that Zendesk Support Suite has a more user-friendly interface for internal discussions and collaboration, scoring 8.3, while Dynamics 365 Customer Service scores slightly lower at 8.1. Users appreciate the seamless integration of internal communication tools within Zendesk.
- Users on G2 report that Dynamics 365 Customer Service offers better mobile optimization, scoring 9.0 compared to Zendesk's 7.7. Reviewers highlight that the mobile app for Dynamics allows for efficient ticket management on the go, which is crucial for remote teams.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableZendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Dynamics 365 Customer Service
No trial information availableZendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.5
20
8.6
5,118
Ease of Use
7.9
20
8.6
5,162
Ease of Setup
7.4
9
8.0
3,186
Ease of Admin
7.7
8
8.2
3,073
Quality of Support
8.4
19
8.4
4,796
Has the product been a good partner in doing business?
8.6
6
8.4
2,999
Product Direction (% positive)
8.2
19
8.0
4,771
Features by Category
Ticket and Case Management
8.2
10
|
Verified
8.8
2552
|
Verified
8.3
10
|
Verified
8.7
2567
|
Verified
8.8
10
|
Verified
8.5
2492
|
Verified
8.9
9
|
Verified
8.4
2337
|
Verified
8.7
9
|
Verified
8.2
1921
|
Verified
8.2
10
8.4
2398
|
Verified
8.7
9
|
Verified
8.6
2386
|
Verified
8.5
10
|
Verified
8.3
1853
|
Verified
Generative AI
Not enough data
7.6
384
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
245
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
8.3
10
|
Verified
8.5
2060
|
Verified
8.7
10
8.8
2310
|
Verified
8.3
9
|
Verified
8.4
1724
|
Verified
8.0
10
8.0
1428
|
Verified
8.5
10
|
Verified
8.0
1313
|
Verified
Platform
8.3
6
7.8
1387
|
Verified
8.9
6
|
Verified
8.0
1777
|
Verified
9.0
7
|
Verified
8.3
1947
|
Verified
8.3
7
|
Verified
8.2
1739
|
Verified
8.5
9
|
Verified
7.9
2339
|
Verified
8.7
9
|
Verified
8.0
2407
|
Verified
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
Not enough data
8.1
859
Not enough data
8.3
716
Not enough data
8.2
684
Not enough data
8.2
749
Support Automation
Not enough data
8.2
714
Not enough data
8.3
757
Not enough data
8.4
711
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
Not enough data
8.6
950
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
720
Not enough data
8.5
737
|
Verified
Not enough data
8.0
520
Internal Use
8.9
6
|
Verified
8.0
1777
|
Verified
Not enough data
8.5
849
|
Verified
Not enough data
8.1
650
Not enough data
8.5
898
Not enough data
8.6
824
|
Verified
Not enough data
8.3
848
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
8.9
15
8.5
1499
8.2
13
8.5
1436
8.1
12
8.0
1024
7.8
6
7.7
648
7.8
6
8.0
780
Self-Service Platform
8.9
6
8.2
828
9.4
6
8.2
841
8.3
7
7.7
658
8.6
6
8.2
806
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
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
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
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
Platform
Not enough data
9.4
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
Workforce Management Platform Features
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
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 Zendesk for Customer Service 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
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Complaint Management, Customer Service Automation, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Discussions
Dynamics 365 Customer Service has no discussions with answers
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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