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."It is a stable product."
"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 mainly do customer management, setting records, and things like that."
"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."
"The tool's most valuable feature is its user-friendliness. Being part of the Microsoft 365 suite, it is easy to use and understand, much like Excel."
"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."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."
"The product offers very good management. It has a great ability to assign tickets based on content."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It's a very stable tool, very powerful."
"The initial setup is simple and straightforward."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."
"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 things that are needed are not available in the documentation."
"There are some occasional performance issues."
"They could add a new chart or dashboard for visualization in the product."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"The technical support should be dramatically improved."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"The support team is time-consuming, and they don't find the answer to our problem."
"The price of the solution should be reduced."
"The solution itself wasn't easy to set up."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
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Microsoft Dynamics 365 Customer Service is ranked 18th in CRM with 15 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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