We performed a comparison between Microsoft Dynamics 365 Customer Service and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."
"It has easy-to-use customization features."
"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
"I liked the solution's web version and user interface."
"Offers integration with hosted solutions."
"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."
"I mainly do customer management, setting records, and things like that."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"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 is a scalable solution."
"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."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It's very convenient to use."
"I am looking forward to the support function."
"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
"The product could be serverless."
"The solution could better integrate with other enterprise solutions."
"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."
"The technical support should be dramatically improved."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"There are some occasional performance issues."
"You couldn't give administrative access to new hires."
"The solution could integrate better with QR codes from some websites such as Facebook."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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."
"The price of the solution should be reduced."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The solution itself wasn't easy to set up."
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Microsoft Dynamics 365 Customer Service is ranked 16th in CRM with 15 reviews while Zendesk is ranked 19th in CRM with 57 reviews. Microsoft Dynamics 365 Customer Service is rated 8.0, while Zendesk is rated 8.2. The top reviewer of Microsoft Dynamics 365 Customer Service writes "A stable solution that can be used for regular office communication, collaboration, and office documentation". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". Microsoft Dynamics 365 Customer Service is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Microsoft Dynamics 365 Customer Service vs. Zendesk report.
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