We performed a comparison between Freshdesk and Microsoft Dynamics CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management."The UI is easy to use."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Omnichannel is one of the most valuable features of the solution."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Right now we're using the financial features, and we haven't tried the inventory. It's useful more on the financial side."
"The solution is versatile and customizable."
"Dynamics is easy to use. There are several fields I can filter."
"My access to Microsoft Dynamics CRM is limited, so I can only access the feature of registering the pipeline and activities. That feature is enough for me to do the job, and is what I find most valuable in the solution."
"The product is user-friendly."
"The most valuable feature in Microsoft Dynamics CRM is funneling."
"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."
"The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"Technical support is not the best. It could be much, much better and offer better support to users."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"This solution would be easier to use if everything was displayed on one page, to avoid moving from one tab to another tab to add documents or add comments."
"From my experience, the solution's tech support could improve with a quicker response time."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response."
"The installation was difficult. I'm not the person that implements the solution. However, to have the solution function in the correct way, the process can be difficult."
"Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
"Microsoft Dynamics CRM is operational enough, in terms of frequency, but an area for improvement would be its dashboard. Currently, it's widget-like, so hopefully, it could be improved, particularly to allow you to create a custom dashboard using a query. A custom dashboard would make the solution better and is an additional feature I'd like to see in the next release of Microsoft Dynamics CRM because right now, it only has a default dashboard, but maybe my account has limited access, so I can only see the default version of the dashboard."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews. Freshdesk is rated 8.4, while Microsoft Dynamics CRM is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". Freshdesk is most compared with JIRA Service Management, ServiceNow, Spiceworks, TOPdesk and BMC Helix ITSM, whereas Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and Salesforce Marketing Cloud.
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