What users are saying about
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Top Rated
238 Ratings

Freshdesk

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Top Rated
238 Ratings
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Score 8.5 out of 100
690 Ratings
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Score 7.6 out of 100

Likelihood to Recommend

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

Microsoft Dynamics 365

All told, if it hadn't been for the fact that we were testing it with both employees who knew CRM lingo and those who were new, we wouldn't have found such an issue. The program itself can be very useful for people who already manage CRMs, who know how to use them, who know how to run and manage employees on them, namely because of the "one-stop-shop" concept in data visibility. When it came down to it though, if you have high-turnover, then this product will devolve into only being used for it's base components. Down the middle, we found that the people who'd been in marketing for 4-5 years fell into the product easily because of the way it was written. Everyone before that, with novice experience, thought it was written like a textbook for a graduate class - little to no leeway if you don't happen to know one specific term
Patrick Stephens | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Microsoft Dynamics 365
Organize and prioritize service tickets
Freshdesk
9.0
Microsoft Dynamics 365
Expert directory
Freshdesk
8.4
Microsoft Dynamics 365
Subscription-based notifications
Freshdesk
8.4
Microsoft Dynamics 365
ITSM collaboration and documentation
Freshdesk
7.6
Microsoft Dynamics 365
Ticket creation and submission
Freshdesk
9.3
Microsoft Dynamics 365
Ticket response
Freshdesk
9.7
Microsoft Dynamics 365

Self Help Community

Freshdesk
8.3
Microsoft Dynamics 365
External knowledge base
Freshdesk
8.7
Microsoft Dynamics 365
Internal knowledge base
Freshdesk
7.9
Microsoft Dynamics 365

Multi-Channel Help

Freshdesk
7.4
Microsoft Dynamics 365
Customer portal
Freshdesk
8.4
Microsoft Dynamics 365
IVR
Freshdesk
3.0
Microsoft Dynamics 365
Social integration
Freshdesk
7.6
Microsoft Dynamics 365
Email support
Freshdesk
9.8
Microsoft Dynamics 365
Help Desk CRM integration
Freshdesk
8.3
Microsoft Dynamics 365

Sales Force Automation

Freshdesk
Microsoft Dynamics 365
8.3
Customer data management / contact management
Freshdesk
Microsoft Dynamics 365
8.8
Workflow management
Freshdesk
Microsoft Dynamics 365
8.4
Territory management
Freshdesk
Microsoft Dynamics 365
8.2
Opportunity management
Freshdesk
Microsoft Dynamics 365
8.6
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
Microsoft Dynamics 365
8.9
Contract management
Freshdesk
Microsoft Dynamics 365
7.8
Quote & order management
Freshdesk
Microsoft Dynamics 365
8.0
Interaction tracking
Freshdesk
Microsoft Dynamics 365
8.4
Channel / partner relationship management
Freshdesk
Microsoft Dynamics 365
8.0

Customer Service & Support

Freshdesk
Microsoft Dynamics 365
8.4
Case management
Freshdesk
Microsoft Dynamics 365
8.4
Call center management
Freshdesk
Microsoft Dynamics 365
8.6
Help desk management
Freshdesk
Microsoft Dynamics 365
8.3

Marketing Automation

Freshdesk
Microsoft Dynamics 365
8.2
Lead management
Freshdesk
Microsoft Dynamics 365
8.6
Email marketing
Freshdesk
Microsoft Dynamics 365
7.7

CRM Project Management

Freshdesk
Microsoft Dynamics 365
8.0
Task management
Freshdesk
Microsoft Dynamics 365
8.2
Billing and invoicing management
Freshdesk
Microsoft Dynamics 365
8.1
Reporting
Freshdesk
Microsoft Dynamics 365
7.7

CRM Reporting & Analytics

Freshdesk
Microsoft Dynamics 365
8.1
Forecasting
Freshdesk
Microsoft Dynamics 365
8.2
Pipeline visualization
Freshdesk
Microsoft Dynamics 365
8.0
Customizable reports
Freshdesk
Microsoft Dynamics 365
8.1

Customization

Freshdesk
Microsoft Dynamics 365
8.1
Custom fields
Freshdesk
Microsoft Dynamics 365
8.4
Custom objects
Freshdesk
Microsoft Dynamics 365
8.1
Scripting environment
Freshdesk
Microsoft Dynamics 365
7.9
API for custom integration
Freshdesk
Microsoft Dynamics 365
7.8

Security

Freshdesk
Microsoft Dynamics 365
8.4
Single sign-on capability
Freshdesk
Microsoft Dynamics 365
8.5
Role-based user permissions
Freshdesk
Microsoft Dynamics 365
8.2

Social CRM

Freshdesk
Microsoft Dynamics 365
7.8
Social data
Freshdesk
Microsoft Dynamics 365
7.6
Social engagement
Freshdesk
Microsoft Dynamics 365
8.0

Integrations with 3rd-party Software

Freshdesk
Microsoft Dynamics 365
8.0
Marketing automation
Freshdesk
Microsoft Dynamics 365
8.1
Compensation management
Freshdesk
Microsoft Dynamics 365
7.9

Platform

Freshdesk
Microsoft Dynamics 365
7.8
Mobile access
Freshdesk
Microsoft Dynamics 365
7.8

Pros

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

Microsoft Dynamics 365

  • Some useful out-of-the-box features, like mass uploads of Leads from trade shows or when qualifying a Lead, CRM automatically creates the Opportunity, Contact, and Account for you, etc.
  • Really powerful customizations through the user interface to improve user experience. Things like Business Rules, for example, if Field A = 1, then Field B = 2 and Field C = 2, if Field A = 2, then Field B and Field C don't apply, so automatically hide them.
  • Or other functionality that improves user experience, like Business Process Flows. These walk users step by step through our business process, helping them know when certain actions should take place, and at what point other data is now required. We've used this extensively with our Lead to Opportunity to Quote to Order process, helping users understand the business process each step of the way.
  • Customizations built on top of the platform now called model-driven PowerApps. You can have connections to "typical" data, like Accounts, Contacts, or Opportunities, for example, but then connect that data to custom entities, records that only apply to your specific business. This is all done through the user interface and allows you to customize and automate specific line-of-business applications for your specific needs.
  • Behind the scenes, D365 CE is built on SQL. So the data conforms to industry standards and makes it much easier to interact with. Your developers and IT team will thank you.
Anonymous | TrustRadius Reviewer

Cons

Freshdesk

  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
John Reitz | TrustRadius Reviewer

Microsoft Dynamics 365

  • Microsoft Dynamics 365 storage & license cost can prohibit some large deployments or even cost-sensitive small projects from using the platform (although I'm certain most deployments would realize a positive ROI if implemented correctly with process automation).
  • The cost and licensing document for Dynamics 365 is 61 pages and will take a rocket scientist to understand it. It's better to just have your Microsoft help estimate the cost if they are willing to help you that.
  • The documentation on how to first fully understand the Out of the Box default solution and settings is lacking or even non-existing. This has the potential to derail Dynamic 365 launches and implementations from the gitgo. Want to use an out of the box entity?.. well it's probably related to 5 other entities that require configuration and full understanding of it to successful implement. And you ask where is the laymen guide or instructions?... User groups and forums. In Summary, Microsoft can up its game in deployment training and supporting documentation.
  • Microsoft needs to incentivize more external platforms to build app connectors for easy integration, such as ZenDesk, Slack, Tableau, etc. Even the current connector apps such as Salesforce, MailChimp, Docusign are useless or don't work at all.
  • Several limitations inhibit successful Dynamics 365 deployments such as: limited number of Rollup field calculations (summarizing fields on child/related records), limited number rows that can exported to Excel via advanced find, Dynamics 365 files, log and database storage size limit is extremely small and will always require purchasing additional storage (for Online deployments).
  • New user buy-in or acceptance or system platform changes can be difficult if a solid change management plan isn't enacted.
  • Don't expect much help from Microsoft on implementation or solutions unless it's a technical flaw with the platform. Microsoft relies on their MVP partner network to consult for implementations at a hefty cost. Hiring a knowledgeable and savvy Dynamics 365 System Administrator can reduce the need for consultant support; of course, this is dependant upon many many variables.
Justin Pink | TrustRadius Reviewer

Likelihood to Renew

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Microsoft Dynamics 365

Microsoft Dynamics 365 7.9
Based on 19 answers
CRM has allowed us to keep all of our data in one place that is easy for all users within the company to view. I came into the company after they had been using CRM for about 4 years. They have all said that since we have used this it has helped us control work processes better, it has allowed us to be able to track things so much better, and has been something that has helped unite many processes that used to be all over the place.We are currently using CRM 4.0 and are planning on upgrading in the next 18 months to the 2011 version. Support for 4.0 is almost all but dried up. Understandably so. Some of the customization we have done, and a plugins we use, are now contained within the 2011 version so we are looking forward to that upgrade.We use an email marketing company as well, and they primarily support the 2011 version, but their product connects and is integrated within CRM. This is a great benefit as well so that all of our marketing information can be contained in one location.
Chris Jensen | TrustRadius Reviewer

Usability

Freshdesk

Freshdesk 8.8
Based on 18 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

Microsoft Dynamics 365

Microsoft Dynamics 365 8.2
Based on 15 answers
Microsoft Dynamics 365 is reliable and easy to use. There are, however, some drawbacks. It has all the tools your sales team needs to track leads and make informed decisions based on reports. A knowledgeable and responsive support team was available whenever I needed it. The support team is enthusiastic and knowledgeable. Useful for customer relationship management (CRM). There is room for improvement when it comes to terminology.
Mst Rahima Khatun | TrustRadius Reviewer

Support Rating

Freshdesk

Freshdesk 9.1
Based on 19 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365

Microsoft Dynamics 365 8.8
Based on 8 answers
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
Todd Jankowski | TrustRadius Reviewer

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Microsoft Dynamics 365

Microsoft Dynamics 365 9.2
Based on 4 answers
We used a data warehouse to house our data, and our IT team and implementation vendor worked diligently ahead of time to construct idea implementation plans. Out of millions of records- we had less than a dozen errors, which is remarkable. My major insight is simply having a group of completely devoted individuals working towards your goal who fully understand the desired outcome. Focused resources for implementation season are critical to success.
Sara Tsoodle | TrustRadius Reviewer

Alternatives Considered

Freshdesk

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365

Salesforce has more desirable functions than Microsoft Dynamics 365, at a competitive price. Its user interface is far more superior, it has more customization, easier customization, and out of the box it is more pleasing to the eye and to the end user. If the client doesn't have a deep-rooted connection with Microsoft I wouldn't leap to Dynamics 365.
Alexander Cooper | TrustRadius Reviewer

Contract Terms and Pricing Model

Freshdesk

No score
No answers yet
No answers on this topic

Microsoft Dynamics 365

Microsoft Dynamics 365 8.0
Based on 2 answers
I was asked some questions when considering our purchasing options about how we should use it and what we would use it for. With so much data and information out there, we have to make sure we are presenting it correctly to the managers or it will be lost on them. We don't spend nearly as much money on it as Salesforce, because we use less of their capabilities. It meets our needs and definitely provides a positive ROI.
Harrison Pershing | TrustRadius Reviewer

Professional Services

Freshdesk

No score
No answers yet
No answers on this topic

Microsoft Dynamics 365

Microsoft Dynamics 365 9.0
Based on 1 answer
My company's preferred program right now is Microsoft Dynamics 365. We use it to keep track of customers and important sales metrics in a streamlined manner. Anyone familiar with CRMs will find the tool extremely useful. Considering that we have a good turnover, this product will be used for its basic segments. As a result, there are few chances of error with Microsoft dynamics because it is so easy to use. Many options for recording data on these leads are available. It meets our needs and pays off.
Mst Rahima Khatun | TrustRadius Reviewer

Return on Investment

Freshdesk

  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365

  • It is hard to say, the reason why we are using Microsoft Dynamics CRM is because it is provided to us for free.
  • It could be worthwhile to investigate whether an alternative CRM (even though paid) can be used to boost the ROI
Anonymous | TrustRadius Reviewer

Screenshots

Microsoft Dynamics 365

Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$15.002
Garden$35.002
Estate$49.002
Forest$99.002
Estate Omnichannel$79.002
Forest Omnichannel$139.002
  1. none
  2. Per Agent/Per Month (billed annually)
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

Microsoft Dynamics 365

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Microsoft Dynamics 365 Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Microsoft Dynamics 365
8.1

Likelihood to Renew

Freshdesk
10.0
Microsoft Dynamics 365
7.9

Usability

Freshdesk
8.8
Microsoft Dynamics 365
8.2

Support Rating

Freshdesk
9.1
Microsoft Dynamics 365
8.8

Online Training

Freshdesk
Microsoft Dynamics 365
7.5

Implementation Rating

Freshdesk
10.0
Microsoft Dynamics 365
9.2

Contract Terms and Pricing Model

Freshdesk
Microsoft Dynamics 365
8.0

Professional Services

Freshdesk
Microsoft Dynamics 365
9.0

Add comparison