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Microsoft Dynamics CRM vs Zoho Desk 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

Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
1st
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
76
Ranking in other categories
CRM (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)
Zoho Desk
Ranking in CRM Customer Engagement Centers
6th
Average Rating
8.2
Reviews Sentiment
7.4
Number of Reviews
20
Ranking in other categories
Help Desk Software (7th)
 

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 25.8%, down from 26.3% compared to the previous year. The mindshare of Zoho Desk is 1.5%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

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.
Babatunde-Olugbode - PeerSpot reviewer
End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform
For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

Quotes from Members

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

Pros

"The way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers."
"The most valuable feature is the reporting tab."
"The most valuable feature of Microsoft Dynamics CRM is the flexibility with Microsoft Office 365."
"The solution is stable."
"The most valuable features of Microsoft Dynamics CRM are the accessibility of the service because we can access it either in the office or when we're out in the field."
"Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market. I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM."
"The product is highly scalable, particularly in the cloud environment, where resources can be increased as required."
"It's a good solution for enterprise-level companies."
"The product is quite stable."
"The solution doesn't have any bugs."
"It is a scalable platform."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."
 

Cons

"If there was a bit more automation, specifically for marketing tasks, that would be ideal."
"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."
"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."
"The solution should improve the user experience in the process of creating and activating offers."
"Technical support could be faster and more responsive."
"Microsoft Dynamics CRM could improve the built-in reports. The ones that are included are pretty generic unless you subscribe to Microsoft BI, which is an extra fee. They should offer the reports without having to purchase a separate subscription for Microsoft BI. However, the reports in Microsoft BI are fantastic."
"I would suggest enhancements in customization and better integration for testing codes to improve the functionality of Dynamics CRM."
"From my experience, the solution's tech support could improve with a quicker response time."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"Zoho Desk lacks lookup fields for the layouts."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"It could be easier to link Zoho Desk and Outlook."
"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."
"They could enhance the product’s features to customize the automated email responses."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
 

Pricing and Cost Advice

"Licensing fees are paid on a monthly basis."
"It is a very comprehensive package. We get everything from Access to D 365. We get Microsoft's suite of tools. I'm not too sure about the pricing, but I can't imagine it being cheap."
"I rate the solution's pricing as a seven out of ten."
"Pricing for this software could be cheaper."
"The price of the solution is good but could be cheaper."
"The solution is expensive."
"We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."
"Microsoft Dynamics CRM is a little expensive solution."
"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."
"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."
"The product costs $10 to $25 per user per month."
"Price-wise, Zoho Desk is about 35 USD a month per user."
"Zoho Desk is a cost-effective solution."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"The solution is relatively cheap. However, there are additional licensing fees involved."
"Zoho Desk's cost is pretty much okay."
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Government
11%
Financial Services Firm
11%
Manufacturing Company
8%
Educational Organization
59%
Computer Software Company
10%
Manufacturing Company
5%
Media Company
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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.
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What is your experience regarding pricing and costs for Zoho Desk?
The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.
What needs improvement with Zoho Desk?
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
 

Also Known As

Dynamics CRM, MS Dynamics CRM
No data available
 

Overview

 

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Find out what your peers are saying about Microsoft Dynamics CRM vs. Zoho Desk and other solutions. Updated: March 2025.
844,944 professionals have used our research since 2012.