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."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."
"Offers integration with hosted solutions."
"I liked the solution's web version and user interface."
"It has easy-to-use customization features."
"I mainly do customer management, setting records, and things like that."
"It is a stable product."
"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."
"The insights are quite helpful."
"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."
"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"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 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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"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."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's very convenient to use."
"The platform’s UI could be better."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"The product could be serverless."
"There are some occasional performance issues."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"The things that are needed are not available in the documentation."
"The technical support should be dramatically improved."
"The solution could better integrate with other enterprise solutions."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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."
"The price of the solution should be reduced."
"It needs to improve in terms of its flexibility, price, and installation."
"You couldn't give administrative access to new hires."
"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."
More Microsoft Dynamics 365 Customer Service Pricing and Cost Advice →
Microsoft Dynamics 365 Customer Service is ranked 18th in CRM with 14 reviews while Zendesk is ranked 17th 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 "Straightforward, very transparent, and very well organized". 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.
See our list of best CRM vendors.
We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
