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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:
 

ROI

Sentiment score
8.2
Freshdesk offers efficient customer service and time management, providing significant financial benefits and excellent return on investment.
Sentiment score
7.5
Microsoft Dynamics CRM yields strong ROI through integration, upgrades, improved sales, data insights, but ROI varies by usage.
 

Customer Service

Sentiment score
7.2
Freshdesk's efficient support resolves issues quickly, though setup challenges and process delays occasionally occur; technical capabilities are highly rated.
Sentiment score
6.8
Microsoft Dynamics CRM's support is generally satisfactory, but response times vary, and premium support offers better responsiveness.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
I would rate customer support as ten out of ten.
While the support operates within their standard SLA, it can be difficult to speak directly with someone over the phone.
 

Scalability Issues

Sentiment score
7.8
Freshdesk is highly scalable, handling increased users and ticket volumes efficiently while facilitating easy growth for organizations.
Sentiment score
7.6
Microsoft Dynamics CRM is scalable and adaptable, popular among medium to large companies, but smaller ones may need customization.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
Microsoft Dynamics CRM is highly scalable, rated at ten, even fifteen out of ten.
I would give it a ten out of ten for scalability.
 

Stability Issues

Sentiment score
8.2
Freshdesk is praised for its reliability with minimal downtime, efficient service recovery, despite occasional support concerns and related service issues.
Sentiment score
7.9
Microsoft Dynamics CRM is praised for stability and reliability, with minimal issues often due to external factors like network downtime.
I would rate it ten out of ten.
 

Room For Improvement

Freshdesk requires enhancements in interface, customization, support, integration, and pricing, with opportunities in translation and asset management.
Microsoft Dynamics CRM needs better usability, third-party integrations, mobile customization, and enhanced reporting, dashboard, and automation features.
The current integration is more complicated and doesn’t work as well.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
More use-case-oriented material should be provided to help users and implementers learn how to do more, faster.
Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly.
 

Setup Cost

Freshdesk's pricing is flexible and affordable compared to Zendesk, with customization options and potential additional costs.
Microsoft Dynamics CRM pricing ranges from $50-$115 per user/month, with complexity and customization affecting costs and affordability.
Our organization pays about 200,000 Indian rupees per year for the license.
The pricing of Microsoft Dynamics CRM can be complex due to Microsoft's complicated licensing model.
Microsoft Dynamics CRM costs about $110 to $115 per user per month, following a recent price increase.
 

Valuable Features

Freshdesk enhances customer service efficiency with features like automation, scalable APIs, and seamless integration, supporting team collaboration and performance tracking.
Microsoft Dynamics CRM offers customizable features, seamless Microsoft integration, and robust automation, enhancing efficiency in sales and customer management.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
The backend storage integrates seamlessly with OneDrive, and the solution offers robust security features, including Azure integration, two-factor authentication (2FA), and comprehensive audit trails.
The most valuable feature of Microsoft Dynamics CRM is its integration with Outlook and other Microsoft products like Microsoft 365, which includes emails, Teams, and SharePoint.
I can also create fields and customize them according to my needs.
 

Categories and Ranking

Freshdesk
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
31
Ranking in other categories
Customer Experience Management (4th), Field Service Management (3rd), Help Desk Software (6th), Knowledge Management Software (5th)
Microsoft Dynamics CRM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
78
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 5.0%, up 5.0% compared to last year.
Microsoft Dynamics CRM, on the other hand, focuses on CRM Customer Engagement Centers, holds 25.8% mindshare, down 26.3% 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.
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Top Industries

By visitors reading reviews
Computer Software Company
24%
Financial Services Firm
7%
Real Estate/Law Firm
7%
Manufacturing Company
7%
Computer Software Company
13%
Government
11%
Financial Services Firm
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?
An area for improvement in Freshdesk would be enabling all features regardless of company or user size. Currently, some features like SMS or WhatsApp integration are only available to larger user g...
What is your primary use case for Freshdesk?
We utilize Freshdesk ( /products/freshdesk-reviews ) primarily for handling incoming tickets. The system auto-assigns these tickets to the available engineer, who then troubleshoots the issue, upda...
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?
Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly. It is one area where the com...
What is your primary use case for Microsoft Dynamics CRM?
We use Microsoft Dynamics CRM ( /products/microsoft-dynamics-crm-reviews ) for opportunity management and a traditional CRM approach for managing customer and client relationships. Although we have...
 

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: April 2025.
848,716 professionals have used our research since 2012.