Microsoft Dynamics 365 Customer Service vs Zendesk comparison

Microsoft Dynamics 365 Cust...

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93% willing to recommend

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Executive SummaryUpdated on Dec 19, 2024

Zendesk and Microsoft Dynamics 365 Customer Service are competing in the customer support and service management category. Microsoft Dynamics 365 Customer Service seems to have the upper hand due to its strong automation features and integration with Microsoft products.

Features: Zendesk offers extensive integration capabilities and customizable options, including macros, ticket customization, and JIRA integration. It supports a user-friendly ticketing system and allows seamless connections with platforms like Slack. Microsoft Dynamics 365 Customer Service provides robust automation, integration with Power BI, and comprehensive customization options, making it suitable for enterprise users. It offers advanced case management and SLA tracking capabilities that cater to complex business needs.

Room for Improvement: Zendesk is criticized for its interface design and the complexity of certain features like ticket merging. Customization of triggers and reports could be improved, along with its pricing structure. Microsoft Dynamics 365 Customer Service could enhance user experience, scalability, and support responsiveness. Its licensing model is considered confusing and could be made clearer.

Ease of Deployment and Customer Service: Zendesk is known for smooth deployment across various cloud environments, making it versatile for business needs, although its support may rely heavily on documentation. Microsoft Dynamics 365 Customer Service needs specific technical setups and offers detailed technical support, though streamlining the process would be beneficial.

Pricing and ROI: Zendesk's pricing suits larger teams and enterprises due to its broad feature set, while offering good ROI from productivity gains and customer satisfaction. Microsoft Dynamics 365 Customer Service operates on a user-based licensing model, regarded as fair for its feature set, providing significant value for enterprises needing comprehensive management solutions.

To learn more, read our detailed Microsoft Dynamics 365 Customer Service vs. Zendesk Report (Updated: January 2025).

Microsoft Dynamics 365 Customer Service vs. Zendesk

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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

Microsoft Dynamics 365 Cust...

Ranking in CRM

15th

Average Rating

8.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in CRM

21st

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), Help Desk Software (10th), IT Service Management (ITSM) (8th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)

Mindshare comparison

As of January 2025, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.7%, up from 0.2% compared to the previous year. The mindshare of Zendesk is 1.3%, down from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Akshat Prakash

Consultant at BP

A stable solution that can be used for regular office communication, collaboration, and office documentation

We use Microsoft Dynamics 365 Customer Service for regular office communication, collaboration, and office documentation Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service. The solution could…

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Ahmed Nassar

Technical Consultant at Spectrum Group

Stable tool, making it reliable for handling tasks but difficult initial setup

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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Quotes from Members

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

Pros

"I mainly do customer management, setting records, and things like that."

"Offers integration with hosted solutions."

"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."

"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."

"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."

"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."

"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."

"It has easy-to-use customization features."

More Microsoft Dynamics 365 Customer Service pros

"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 stability has been very good."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"It's very convenient to use."

"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 is simple and straightforward."

"We rarely had issues with Zendesk."

"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."

More Zendesk pros

Cons

"The solution could better integrate with other enterprise solutions."

"The technical support should be dramatically improved."

"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."

"I am looking forward to the support function."

"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."

"The platform’s UI could be better."

"They could add a new chart or dashboard for visualization in the product."

"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."

More Microsoft Dynamics 365 Customer Service cons

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"The dashboard could be better."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"You couldn't give administrative access to new hires."

"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."

"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."

"It needs to improve in terms of its flexibility, price, and installation."

"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."

More Zendesk cons

Pricing and Cost Advice

"The pricing seems fair."

"The tool is a bit on the expensive side if we purchase it individually."

"It is a decent price compared to multiple vendors and products available in the market."

"It is more expensive than other vendors."

"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."

"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."

"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."

"In terms of cost, the product offers competitive pricing for its feature set."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"From what I hear, Zendesk's pricing is a little expensive."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"The price is very competitive."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

22%

Educational Organization

12%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Microsoft Dynamics 365 Customer Service?

Offers integration with hosted solutions.

What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?

In terms of cost, the product offers competitive pricing for its feature set.

What needs improvement with Microsoft Dynamics 365 Customer Service?

The interface could be more appealing and attractive for users. Microsoft should work on making the interface easier to understand and connect different departments more efficiently. Additionally, ...

What do you like most about Zendesk Support?

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 ...

What is your experience regarding pricing and costs for Zendesk Support?

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

What needs improvement with Zendesk Support?

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...

JIRA Service Management vs Zendesk

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Product Reports

Microsoft Dynamics 365 Customer Service

Download Microsoft Dynamics 365 Customer Service product report

Microsoft Dynamics 365 Customer Service report

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.

Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.

What are the key features of Microsoft Dynamics 365 Customer Service?

Advanced Case Management: Streamlines processes to effectively manage customer cases.
Integration with Microsoft Tools: Seamless connectivity with Power BI for insights and reporting.
Customizable Workflows: Tailors processes to meet business requirements.
User-Friendly Interface: Simple navigation supports ease of use.
Cloud-Based Accessibility: Ensures secure access anytime, anywhere.

What benefits should users expect from reviews?

Improved Collaboration: Enhances teamwork across departments.
Enhanced Decision-Making: Data-driven insights for strategic actions.
Automation Enhancements: Streamlines repetitive tasks for efficiency.
Case Resolution Efficiency: Faster handling of customer inquiries and support.
Customization Flexibility: Adapts to unique business needs.

In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.

Microsoft

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Information Not Available

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Microsoft Dynamics 365 Customer Service vs. Zendesk