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Freshdesk vs Microsoft Dynamics CRM comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Freshdesk
Average Rating
8.2
Reviews Sentiment
7.4
Number of Reviews
29
Ranking in other categories
Customer Experience Management (6th), Field Service Management (3rd), Help Desk Software (8th), Knowledge Management Software (5th)
Microsoft Dynamics CRM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
76
Ranking in other categories
CRM Customer Engagement Centers (1st), CRM (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)
 

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Freshdesk is designed for Customer Experience Management and holds a mindshare of 4.7%, down 5.5% compared to last year.
Microsoft Dynamics CRM, on the other hand, focuses on CRM Customer Engagement Centers, holds 26.5% mindshare, up 26.0% since last year.
Customer Experience Management
CRM Customer Engagement Centers
 

Featured Reviews

Alexey Timchenko - PeerSpot reviewer
Incredibly user-friendly, flexible, and affordable
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
Rishabh Chhajer - PeerSpot reviewer
Intuitive APIs, customizable design, but dashboards could improve
The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"The UI is easy to use."
"I used Freshdesk for communication with the clients, such as real-time chats."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The most valuable feature of Microsoft Dynamics CRM is the flexibility with Microsoft Office 365."
"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."
"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."
"The Outlook calendar has been very helpful for us."
"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."
"Microsoft Dynamics CRM has plenty of valuable features."
"The most valuable feature of Microsoft Dynamics CRM is its ease of use."
"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."
 

Cons

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"I would like to see a little bit more color in the solution."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"It should enhance its service and its reporting capabilities."
"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."
"I would like on-the-go translation,"
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs."
"The UI/UX needs improvement as it is not intuitive from day one."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"The performance could be improved."
"The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."
"We had to do some customizations on top and it got a bit cumbersome."
"Microsoft Dynamics CRM could improve by being more user-friendly."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
 

Pricing and Cost Advice

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"It is costly."
"The pricing is pretty manageable and acceptable."
"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
"The solution is expensive."
"It's kind of pricey. It's about $50 or $60 per user."
"The cost could be cheaper. I would rate them 3 out of 5."
"Dynamics CRM's pricing is fair."
"There is a license required to use Microsoft Dynamics CRM."
"Microsoft Dynamics CRM is an expensive solution. However, most good CRMs are expensive."
"I'm not aware of any licensing costs for Microsoft Dynamics CRM."
"Microsoft Dynamics CRM is an expensive solution."
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Top Industries

By visitors reading reviews
Computer Software Company
23%
Financial Services Firm
7%
Real Estate/Law Firm
6%
Manufacturing Company
6%
Computer Software Company
13%
Financial Services Firm
11%
Government
10%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
What needs improvement with Freshdesk?
Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-part...
What is your primary use case for Freshdesk?
The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is...
What do you like most about Microsoft Dynamics CRM?
The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
What needs improvement with Microsoft Dynamics CRM?
Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.
What is your primary use case for Microsoft Dynamics CRM?
I use the solution to manage the lead sales pipeline and enable the marketing department to maintain customer data.
 

Also Known As

No data available
Dynamics CRM, MS Dynamics CRM
 

Overview

 

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management. Updated: January 2025.
837,501 professionals have used our research since 2012.