Microsoft Dynamics 365 Customer Service vs Zendesk comparison

Microsoft Dynamics 365 Cust...

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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

January 2025

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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

14th

Average Rating

8.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in CRM

20th

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 (3rd)

Mindshare comparison

As of February 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 1.5% 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

"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."

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

"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 find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."

"Offers integration with hosted solutions."

"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."

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

"It is easy to integrate with other tools, and the customer service is excellent."

More Microsoft Dynamics 365 Customer Service pros

"It's a very stable tool, very powerful."

"The stability has been very good."

"We rarely had issues with Zendesk."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"It is a scalable solution."

"The initial setup is simple and straightforward."

"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."

"The product offers very good management. It has a great ability to assign tickets based on content."

More Zendesk pros

Cons

"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."

"There are some occasional performance issues."

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

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

"The product doesn’t meet standard functionality. There should be enough features included in it."

"I am looking forward to the support function."

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

"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."

More Microsoft Dynamics 365 Customer Service cons

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

"The solution itself wasn't easy to set up."

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

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

"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."

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

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

More Zendesk cons

Pricing and Cost Advice

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

"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."

"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 pricing seems fair."

"It is more expensive than other vendors."

"The solution has a corporate enterprise license, which large corporations sign."

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

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

More Microsoft Dynamics 365 Customer Service pricing and cost advice

"The price is very competitive."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

22%

Educational Organization

13%

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 ...

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Product Reports

Microsoft Dynamics 365 Customer Service

February 2025

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

Download Zendesk product report

January 2025

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