# HelpDesk, HelpDeskZ vs Dynamics 365 Customer Service Comparison | | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Star Rating** | 4.6 out of 5 | 4.1 out of 5 | 4.4 out of 5 | | **Total Reviews** | 34 | 11 | 32 | | **Largest Market Segment** | Small-Business (60.6% of reviews) | Small-Business (36.4% of reviews) | Mid-Market (53.6% of reviews) | | **Entry Level Price** | $29.00 1 per agent | No pricing available | No pricing available | --- ## Top Pros & Cons ### HelpDesk Pros: - Features (3 reviews) - Ease of Use (2 reviews) Cons: - Inadequate Filtering (1 reviews) - Limited Features (1 reviews) ### HelpDeskZ **Not enough data** ### Dynamics 365 Customer Service Pros: - Automation (2 reviews) - Ease of Use (2 reviews) Cons: - Limited Customization (2 reviews) - Limited Functionality (2 reviews) --- ## Ratings Comparison | Rating | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Meets Requirements** | 9.0 (28 reviews) | 9.0 (10 reviews) | 8.5 (20 reviews) | | **Ease of Use** | 9.2 (29 reviews) | 8.8 (10 reviews) | 7.9 (20 reviews) | | **Ease of Setup** | 9.8 (7 reviews) | Not enough data | 7.4 (9 reviews) | | **Ease of Admin** | 9.4 (8 reviews) | Not enough data | 7.7 (8 reviews) | | **Quality of Support** | 9.0 (28 reviews) | 9.1 (9 reviews) | 8.4 (19 reviews) | | **Has the product been a good partner in doing business?** | 9.2 (8 reviews) | Not enough data | 8.6 (6 reviews) | | **Product Direction (% positive)** | 7.5 (28 reviews) | 8.5 (8 reviews) | 8.2 (19 reviews) | --- ## Pricing ### HelpDesk #### Entry-Level Pricing Plan: Team Price: $29.00 1 per agent Description: Simple email management tool for teams with 24/7 chat support and unlimited free viewer accounts (a user that can browse and read tickets) Key Features: - All messages in one dashboard - Robust customer data in tickets - Automations to finish tasks quicker [Browse all 3 editions](https://www.g2.com/products/helpdesk/pricing) #### Free Trial Yes ### HelpDeskZ #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Dynamics 365 Customer Service #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **HelpDesk** | 9.1/10 | 26 | | **HelpDeskZ** | 9.1/10 | 8 | | **Dynamics 365 Customer Service** | 8.5/10 | 13 | #### Ticket and Case Management | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Ticket creation user experience** | 9.4 (26 reviews) | 9.4 (6 reviews) | 8.2 (10 reviews) ✓ Verified | | **Ticket response user experience** | 9.2 (26 reviews) | 9.4 (6 reviews) | 8.3 (10 reviews) ✓ Verified | | **Workflow** | 8.9 (24 reviews) | 8.9 (6 reviews) | 8.8 (10 reviews) ✓ Verified | | **Response Automation** | 9.0 (24 reviews) | 9.7 (6 reviews) | 8.9 (9 reviews) ✓ Verified | | **SLA Management** | Feature Not Available | Not enough data | 8.7 (9 reviews) ✓ Verified | | **Attachments/Screencasts** | 8.8 (24 reviews) | 8.6 (6 reviews) | 8.2 (10 reviews) | | **Ticket Collaboration** | 9.1 (25 reviews) | 8.9 (6 reviews) | 8.7 (9 reviews) ✓ Verified | | **Customer and Contacts Database** | Feature Not Available | 8.3 (5 reviews) | 8.5 (10 reviews) ✓ Verified | #### Generative AI | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | #### Communication Channels | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Customer Portal** | Feature Not Available | 9.3 (7 reviews) | 8.3 (10 reviews) ✓ Verified | | **Email to Case** | 8.8 (25 reviews) | 8.8 (7 reviews) | 8.7 (10 reviews) | | **Chat/Live Support** | 9.1 (20 reviews) | 9.7 (5 reviews) | 8.3 (9 reviews) ✓ Verified | | **Social Integration** | 8.5 (17 reviews) | 8.7 (5 reviews) | 8.0 (10 reviews) | | **Voice** | Feature Not Available | Not enough data | 8.5 (10 reviews) ✓ Verified | #### Platform | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Mobile User Support** | 9.5 (7 reviews) | Not enough data | 8.3 (6 reviews) | | **Customization ** | 9.0 (8 reviews) | Not enough data | 8.9 (6 reviews) ✓ Verified | | **User, Role, and Access Management** | 9.3 (9 reviews) | Not enough data | 9.0 (7 reviews) ✓ Verified | | **Integration** | 9.7 (5 reviews) | Not enough data | 8.3 (7 reviews) ✓ Verified | | **Reporting** | 8.8 (12 reviews) | Not enough data | 8.5 (9 reviews) ✓ Verified | | **Dashboards** | 9.1 (13 reviews) | Not enough data | 8.7 (9 reviews) ✓ Verified | ### Contact Center Knowledge Base | Product | Score | Reviews | |---|---|---| | **HelpDesk** | N/A | N/A | | **HelpDeskZ** | N/A | N/A | | **Dynamics 365 Customer Service** | N/A | N/A | #### Administration | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Database Management ** | Not enough data | Not enough data | Not enough data | | **Data Workflows** | Not enough data | Not enough data | Not enough data | | **Issue Management** | Not enough data | Not enough data | Not enough data | #### Knowledge Management | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Knowledge Base** | Not enough data | Not enough data | Not enough data | | **Publishing Workflows** | Not enough data | Not enough data | Not enough data | | **Analytics** | Not enough data | Not enough data | Not enough data | #### Compliance | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Policies and Controls** | Not enough data | Not enough data | Not enough data | | **Data Governance** | Not enough data | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | Not enough data | | **Auditing** | Not enough data | Not enough data | Not enough data | #### Customer Support | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Intelligent Search** | Not enough data | Not enough data | Not enough data | | **Suggestions** | Not enough data | Not enough data | Not enough data | | **Decision Trees** | Not enough data | Not enough data | Not enough data | #### Data Security | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Risk Data Attributes** | Not enough data | Not enough data | Not enough data | | **Data Transport** | Not enough data | Not enough data | Not enough data | | **Access Management** | Not enough data | Not enough data | Not enough data | | **Multi-Factor Authentication** | Not enough data | Not enough data | Not enough data | #### Administration | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Integrations** | Not enough data | Not enough data | Not enough data | | **User, Role, and Access Management** | Not enough data | Not enough data | Not enough data | | **Performance and Reliability** | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | ### Customer Communications Management | Product | Score | Reviews | |---|---|---| | **HelpDesk** | N/A | N/A | | **HelpDeskZ** | N/A | N/A | | **Dynamics 365 Customer Service** | N/A | N/A | #### Channels | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Multi-Channel Coverage** | Not enough data | Not enough data | Not enough data | | **Open Listening** | Not enough data | Not enough data | Not enough data | | **Physical Media** | Not enough data | Not enough data | Not enough data | #### Design | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Communications Strategy Development** | Not enough data | Not enough data | Not enough data | | **Create Content** | Not enough data | Not enough data | Not enough data | | **Personalization** | Not enough data | Not enough data | Not enough data | | **Inbound Identification** | Not enough data | Not enough data | Not enough data | | **Regulatory Compliance** | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | ### Complaint Management | Product | Score | Reviews | |---|---|---| | **HelpDesk** | N/A | N/A | | **HelpDeskZ** | N/A | N/A | | **Dynamics 365 Customer Service** | N/A | N/A | #### Usability | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **All-Employee Access** | Not enough data | Not enough data | Not enough data | | **Supporting Documents** | Not enough data | Not enough data | Not enough data | | **Two-Way Communication** | Not enough data | Not enough data | Not enough data | #### Reporting | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Priority Case Alerts** | Not enough data | Not enough data | Not enough data | | **Trend Analysis** | Not enough data | Not enough data | Not enough data | | **Performance Monitoring** | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | ### Live Chat | Product | Score | Reviews | |---|---|---| | **HelpDesk** | N/A | N/A | | **HelpDeskZ** | N/A | N/A | | **Dynamics 365 Customer Service** | N/A | N/A | #### Generative AI | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | | **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | #### Communication | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Pop-up Chat** | Not enough data | Not enough data | Not enough data | | **Notifications** | Not enough data | Not enough data | Not enough data | | **Targeted Emails** | Not enough data | Not enough data | Not enough data | | **In-App Messaging** | Not enough data | Not enough data | Not enough data | | **Co-Browsing** | Not enough data | Not enough data | Not enough data | #### Internal Use | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Customization ** | 9.0 (8 reviews) | Not enough data | 8.9 (6 reviews) ✓ Verified | | **Conversation Archiving** | Not enough data | Not enough data | Not enough data | | **Lead Development** | Not enough data | Not enough data | Not enough data | | **Knowledge Base** | Not enough data | Not enough data | Not enough data | | **Team Inbox ** | Not enough data | Not enough data | Not enough data | | **Customer Profiles** | Not enough data | Not enough data | Not enough data | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **HelpDesk** | N/A | N/A | | **HelpDeskZ** | N/A | N/A | | **Dynamics 365 Customer Service** | 8.4/10 | 17 | #### Generative AI | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | #### Self-Service Experience | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Knowledge Base** | Not enough data | Not enough data | 8.9 (15 reviews) | | **Searchable Articles** | Not enough data | Not enough data | 8.2 (13 reviews) | | **Community Forums** | Not enough data | Not enough data | 8.1 (12 reviews) | | **Mobile Optimization** | Not enough data | Not enough data | 7.8 (6 reviews) | | **Personalization** | Not enough data | Not enough data | 7.8 (6 reviews) | #### Self-Service Platform | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Branding** | Not enough data | Not enough data | 8.9 (6 reviews) | | **Automation** | Not enough data | Not enough data | 9.4 (6 reviews) | | **Artificial Intelligence** | Not enough data | Not enough data | 8.3 (7 reviews) | | **Integrations** | Not enough data | Not enough data | 8.6 (6 reviews) | #### Agentic AI - Customer Self-Service | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | ### Digital Customer Service Platforms | Product | Score | Reviews | |---|---|---| | **HelpDesk** | N/A | N/A | | **HelpDeskZ** | N/A | N/A | | **Dynamics 365 Customer Service** | N/A | N/A | #### Generative AI | Feature | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | --- ## Categories **Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk) **Unique to HelpDesk (4):** [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) **Unique to Dynamics 365 Customer Service (3):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) --- ## Reviewer Demographics ### By Company Size | Segment | HelpDesk | HelpDeskZ | Dynamics 365 Customer Service | |---|---|---|---| | **Small-Business** | 60.6% | 36.4% | 14.3% | | **Mid-Market** | 36.4% | 36.4% | 53.6% | | **Enterprise** | 3.0% | 27.3% | 32.1% | ### By Industry #### HelpDesk - **Computer Software:** 24.2% - **Marketing and Advertising:** 15.2% - **Consumer Services:** 9.1% - **Higher Education:** 6.1% - **Information Technology and Services:** 6.1% - **Building Materials:** 3.0% - **Computer Networking:** 3.0% - **Consumer Electronics:** 3.0% - **Hospital & Health Care:** 3.0% - **Human Resources:** 3.0% - **Other:** 24.2% #### HelpDeskZ - **Retail:** 27.3% - **Computer Software:** 18.2% - **Staffing and Recruiting:** 9.1% - **Sporting Goods:** 9.1% - **Primary/Secondary Education:** 9.1% - **Entertainment:** 9.1% - **Consumer Services:** 9.1% - **Computer & Network Security:** 9.1% #### 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% --- ## Alternatives ### Alternatives to HelpDesk - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7589 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6935 reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews) - [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews) - [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews) - [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews) - [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews) ### Alternatives to HelpDeskZ - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews) - [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6935 reviews) - [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7589 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews) - [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews) - [Connecteam](https://www.g2.com/products/connecteam/reviews) — 4.6/5 stars (3503 reviews) ### 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 (7327 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6935 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1546 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7589 reviews) - [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews) --- ## Top Discussions ### HelpDesk No discussions available for this product. ### HelpDeskZ No discussions available for this product. ### Dynamics 365 Customer Service No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/helpdesk-vs-helpdeskz-vs-dynamics-365-customer-service)