Freshservice vs Microsoft Dynamics 365 Customer Service

Likelihood to Recommend

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.

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Sean Muller

IT Security Manager

Paraco Gas CorporationOil & Energy, 501-1000 employees

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The deployment of this software was a lot of pleasure for us as we were able to bring all our customers to one spot. The customer's requirements are considerably easier to satisfy in this way. As Microsoft Dynamic 365 for customer service, we are able to keep our customers in our firm in a long-term position. I highly suggest you use this service in all sorts of organizations as it is a very complete system with everything necessary for a high-grade customer care experience. The software gives several pricing packages that are appropriate for varied usage demands.

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Verified User

Representative in Sales

Food & Beverages Company, 1001-5000 employees

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Feature Rating Comparison

Freshservice

Microsoft Dynamics 365 Customer Service

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Ticket creation and submission

Ticket response

Freshservice

Microsoft Dynamics 365 Customer Service

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Freshservice

Microsoft Dynamics 365 Customer Service

Change requests repository

Change calendar

Service-level management

Freshservice

Microsoft Dynamics 365 Customer Service

External knowledge base

Internal knowledge base

Freshservice

Microsoft Dynamics 365 Customer Service

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.

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John Cilla

Help Desk Manager

Trine UniversityHigher Education, 201-500 employees

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Live Chat support system
It is cloud hosted which makes it easy to store and share the data
It contains many powerful and useful features

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vishal chaudhary

Lead Engineer

FISInsurance, 10,001+ employees

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Cons

Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming

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Rob Buurman

Sr. System Engineer

Keesing Media Group B.V.Publishing, 201-500 employees

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It occasionally crashes or slow down, but it usually works great.
Costly.

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Verified User

Representative in Sales

Food & Beverages Company, 1001-5000 employees

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Likelihood to Renew

Freshservice 9.1

Based on 1 answer

It's overall value in our organization is extremely high and it has become an essential part of our business.

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Verified User

Supervisor in Information Technology

Media Production Company, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Usability

Freshservice 8.9

Based on 6 answers

On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.

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Verified User

Manager in Information Technology

Higher Education Company, 51-200 employees

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No score

No answers yet

No answers on this topic

Support Rating

Freshservice 10.0

Based on 13 answers

The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.

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Verified User

Professional in Information Technology

Health, Wellness and Fitness Company, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Implementation Rating

Freshservice 8.2

Based on 1 answer

Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.

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Verified User

Supervisor in Information Technology

Media Production Company, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.

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Mark Kosier

Student Health Business Systems Analyst / IT Operations

UC MercedHealth, Wellness and Fitness, 11-50 employees

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There are multiple products in the market that may be more powerful than this Microsoft dynamics 365, but our organisation used this product because it contains all the features required to complete our tasks. It contains features like issue management, email customer support, live website chat, reporting and analytics etc.

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vishal chaudhary

Lead Engineer

FISInsurance, 10,001+ employees

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Return on Investment

The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.

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Rick Murphy

Assistant Director of IT

Greenville CollegeHigher Education, 201-500 employees

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Creativity way.
Foster increase in revenue.
Improving decision-making.
Culture of good relationship/service.

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Verified User

Representative in Sales

Food & Beverages Company, 1001-5000 employees

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

$19

Freshservice Editions & Modules

Edition

Starter	$19.00¹
Growth	$49.00¹
Pro	$89.00¹

Per Month Per User

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Microsoft Dynamics 365 Customer Service Editions & Modules

—

Additional Pricing Details

—

Rating Summary

Freshservice

Microsoft Dynamics 365 Customer Service

Freshservice

Microsoft Dynamics 365 Customer Service

Freshservice

Microsoft Dynamics 365 Customer Service

Freshservice

Microsoft Dynamics 365 Customer Service

Freshservice

Microsoft Dynamics 365 Customer Service

Likelihood to Recommend

Freshservice

Microsoft Dynamics 365 Customer Service

Feature Rating Comparison

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Ticket creation and submission

Ticket response

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Change requests repository

Change calendar

Service-level management

External knowledge base

Internal knowledge base

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

Freshservice

Microsoft Dynamics 365 Customer Service

Cons

Freshservice

Microsoft Dynamics 365 Customer Service

Likelihood to Renew

Freshservice

Microsoft Dynamics 365 Customer Service

Usability

Freshservice

Microsoft Dynamics 365 Customer Service

Support Rating

Freshservice

Microsoft Dynamics 365 Customer Service

Implementation Rating

Freshservice

Microsoft Dynamics 365 Customer Service

Alternatives Considered

Freshservice

Microsoft Dynamics 365 Customer Service

Return on Investment

Freshservice

Microsoft Dynamics 365 Customer Service

Screenshots

Freshservice

Microsoft Dynamics 365 Customer Service

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Freshservice Editions & Modules

Edition

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Microsoft Dynamics 365 Customer Service Editions & Modules

Additional Pricing Details

Rating Summary

Add comparison