We performed a comparison between Microsoft Dynamics 365 Customer Service and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."
"The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure."
"It is a stable product."
"I mainly do customer management, setting records, and things like that."
"The insights are quite helpful."
"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We rarely had issues with Zendesk."
"Zendesk Support has a lot of good APIs."
"It's very convenient to use."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
"The things that are needed are not available in the documentation."
"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."
"The solution could better integrate with other enterprise solutions."
"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."
"The technical support should be dramatically improved."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The support team is time-consuming, and they don't find the answer to our problem."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"You couldn't give administrative access to new hires."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The price of the solution should be reduced."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
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Microsoft Dynamics 365 Customer Service is ranked 18th in CRM with 14 reviews while Zendesk is ranked 17th in CRM with 57 reviews. Microsoft Dynamics 365 Customer Service is rated 8.0, while Zendesk is rated 8.2. The top reviewer of Microsoft Dynamics 365 Customer Service writes "A stable solution that can be used for regular office communication, collaboration, and office documentation". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Microsoft Dynamics 365 Customer Service is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Microsoft Dynamics 365 Customer Service vs. Zendesk report.
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