Compare Dynamics 365 Customer Service and HelpDesk 
Featured Products
At a Glance
Market Segments
Mid-Market (55.6% of reviews)
Small-Business (60.6% of reviews)
Entry-Level Pricing
No pricing available
$29.00 1 per agent
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 ServiceHelpDesk
Star Rating
(34)4.6 out of 5
Market Segments
Small-Business (60.6% of reviews)
Pros & Cons
Entry-Level Pricing
$29.00 1 per agent
Browse all 3 pricing plansDynamics 365 Customer Service vs HelpDesk
When assessing the two solutions, reviewers found HelpDesk easier to use, set up, and administer. Reviewers also preferred doing business with HelpDesk overall.
- Reviewers felt that HelpDesk meets the needs of their business better than Dynamics 365 Customer Service.
- When comparing quality of ongoing product support, reviewers felt that HelpDesk is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Dynamics 365 Customer Service over HelpDesk.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableHelpDesk
Team
$29.00
1 per agent
Simple email management tool for teams with 24/7 chat support and unlimited free viewer accounts (a user that can browse and read tickets)
- All messages in one dashboard
- Robust customer data in tickets
- Automations to finish tasks quicker
Free Trial
Dynamics 365 Customer Service
No trial information availableHelpDesk
Free Trial is available
Ratings
Meets Requirements
8.5
20
9.0
28
Ease of Use
7.9
20
9.2
29
Ease of Setup
7.4
9
9.8
7
Ease of Admin
7.7
8
9.4
8
Quality of Support
8.4
19
9.0
28
Has the product been a good partner in doing business?
8.6
6
9.2
8
Product Direction (% positive)
8.2
19
7.5
28
Features by Category
Ticket and Case Management
8.2
10
|
Verified
9.4
26
8.3
10
|
Verified
9.2
26
8.8
10
|
Verified
8.9
24
8.9
9
|
Verified
9.0
24
8.7
9
|
Verified
Feature Not Available
8.2
10
8.8
24
8.7
9
|
Verified
9.1
25
8.5
10
|
Verified
Feature Not Available
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
Feature Not Available
8.7
10
8.8
25
8.3
9
|
Verified
9.1
20
8.0
10
8.5
17
8.5
10
|
Verified
Feature Not Available
Platform
8.3
6
9.5
7
8.9
6
|
Verified
9.0
8
9.0
7
|
Verified
9.3
9
8.3
7
|
Verified
9.7
5
8.5
9
|
Verified
8.8
12
8.7
9
|
Verified
9.1
13
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
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
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Design
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
Usability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Reporting
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
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
9.0
8
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
Self-Service Experience
8.9
15
Not enough data
8.2
13
Not enough data
8.1
12
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
Self-Service Platform
8.9
6
Not enough data
9.4
6
Not enough data
8.3
7
Not enough data
8.6
6
Not enough data
Agentic AI - Customer Self-Service
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Dynamics 365 Customer Service and HelpDesk 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
HelpDesk is categorized as Complaint Management, Contact Center Knowledge Base, and Customer Communications Management
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
HelpDesk
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
24.2%
Marketing and Advertising
15.2%
Consumer Services
9.1%
Information Technology and Services
6.1%
Higher Education
6.1%
Other
39.4%
Alternatives
Discussions
Dynamics 365 Customer Service has no discussions with answers
HelpDesk has no discussions with answers
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