We just raised a $30M Series A: Read our story

Compare Freshdesk vs. Microsoft Dynamics CRM

Cancel
You must select at least 2 products to compare!
Freshdesk Logo
2,199 views|1,761 comparisons
Microsoft Dynamics CRM Logo
4,077 views|3,421 comparisons
Featured Review
Find out what your peers are saying about Freshdesk vs. Microsoft Dynamics CRM and other solutions. Updated: November 2021.
554,873 professionals have used our research since 2012.
Quotes From Members

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

Pros
"It is quite easy to program custom apps and integrate them.""Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.""The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier.""It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets.""I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.""The organization that is possible with other departments is the solution's most valuable aspect."

More Freshdesk Pros »

"Technical support is completely good.""The stability is excellent.""I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure.""One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable.""Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities.""The initial setup is pretty straightforward.""Microsoft Dynamics CRM has plenty of valuable features."

More Microsoft Dynamics CRM Pros »

Cons
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful.""There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.""We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.""Technical support is not the best. It could be much, much better and offer better support to users.""I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.""There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

More Freshdesk Cons »

"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 mobile side of the product doesn't look that great right now.""If there was a bit more automation, specifically for marketing tasks, that would be ideal.""The solution could improve by having better integration documentation.""The installation was difficult. I'm not the person that implements the solution. However, to have the solution function in the correct way, the process can be difficult.""Dynamic's management could be improved. The tech management should have better technical capabilities."

More Microsoft Dynamics CRM Cons »

Pricing and Cost Advice
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee.""The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19.""The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

More Freshdesk Pricing and Cost Advice »

"It's kind of pricey. It's about $50 or $60 per user.""I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution.""The price of the solution is good but could be cheaper.""There is a license required to use Microsoft Dynamics CRM."

More Microsoft Dynamics CRM Pricing and Cost Advice »

report
Use our free recommendation engine to learn which Customer Experience Management solutions are best for your needs.
554,873 professionals have used our research since 2012.
Questions from the Community
Top Answer: Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.
Top Answer: We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than… more »
Top Answer: We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions… more »
Top Answer: Microsoft Dynamics CRM has plenty of valuable features.
Top Answer: Dynamic's management could be improved. The tech management should have better technical capabilities.
Top Answer: Dynamics is a Customer Relationship Management (CRM) cloud solution. However, previously we mainly installed it on-premise for car dealers.
Ranking
Views
2,199
Comparisons
1,761
Reviews
5
Average Words per Review
903
Rating
8.6
Views
4,077
Comparisons
3,421
Reviews
6
Average Words per Review
351
Rating
8.3
Comparisons
Also Known As
Dynamics CRM, MS Dynamics CRM
Learn More
Overview
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Dynamics CRM is Microsoft's leading Customer Relationship Management solution. This solution allows organizations to nurture their relationships with their customers, to engage with these customers in the best way possible at all the right times, and to match customers to the correct products and services.

Dynamics CRM is one of the most effective sales and marketing tools around, because of its innovative and social-driven technology. The tool allows marketers and salespeople to communicate, interact and service customers in a smarter, personalized, and more insightful manner. And best of all is that this can all be done from any device, as Dynamics CRM is mobile-based, cloud-based and available on-premise. The tool also integrates with social media platforms, allowing for full social media capabilities and reporting.

Offer
Learn more about Freshdesk
Learn more about Microsoft Dynamics CRM
Sample Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
Top Industries
REVIEWERS
Computer Software Company20%
Retailer20%
University10%
Healthcare Company10%
VISITORS READING REVIEWS
Computer Software Company32%
Comms Service Provider18%
Government5%
Energy/Utilities Company5%
REVIEWERS
Financial Services Firm29%
Computer Software Company14%
Individual & Family Service14%
Insurance Company14%
VISITORS READING REVIEWS
Computer Software Company32%
Comms Service Provider21%
Government8%
Energy/Utilities Company5%
Company Size
REVIEWERS
Small Business64%
Midsize Enterprise21%
Large Enterprise14%
REVIEWERS
Small Business50%
Midsize Enterprise17%
Large Enterprise33%
Find out what your peers are saying about Freshdesk vs. Microsoft Dynamics CRM and other solutions. Updated: November 2021.
554,873 professionals have used our research since 2012.

Freshdesk is ranked 1st in Customer Experience Management with 6 reviews while Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 7 reviews. Freshdesk is rated 8.6, while Microsoft Dynamics CRM is rated 8.4. The top reviewer of Freshdesk writes "Easy to use with great features and helpful technical support". On the other hand, the top reviewer of Microsoft Dynamics CRM writes "Secure, good support, but graphical interface could improve". Freshdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, ManageEngine ServiceDesk Plus and Atlassian Confluence, whereas Microsoft Dynamics CRM is most compared with SAP CRM, ServiceNow, Salesforce Service Cloud, Siebel CRM and Pega Sales Automation.

We monitor all Customer Experience Management 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.