Freshservice vs. Microsoft Dynamics 365 Customer Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshservice
Score 8.7 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$19
Per Month Per User
Microsoft Dynamics 365 Customer Service
Score 8.3 out of 10
N/A
Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.
$50
per month per user
Pricing
FreshserviceMicrosoft Dynamics 365 Customer Service
Editions & Modules
Starter
$19.00
Per Month Per User
Growth
$49.00
Per Month Per User
Pro
$95.00
Per Month Per User
Enterprise
$119
Dynamics 365 Customer Service Professional
$50
per month per user
Add-In - Chat
$60
per month per user
Add-In - Voice Channel
$75
per month per user
Add-In - Digital Messaging
$75
per month per user
Add-In - Digital Messaging and Voice
$90
per month per user
Dynamics 365 Customer Service Enterprise
$95
per month per user
Offerings
Pricing Offerings
FreshserviceMicrosoft Dynamics 365 Customer Service
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshserviceMicrosoft Dynamics 365 Customer Service
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
FreshserviceMicrosoft Dynamics 365 Customer Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
112 Ratings
0% below category average
Microsoft Dynamics 365 Customer Service
9.3
1 Ratings
16% above category average
Organize and prioritize service tickets9.0112 Ratings9.01 Ratings
Expert directory7.678 Ratings9.01 Ratings
Service restoration7.063 Ratings00 Ratings
Self-service tools8.4102 Ratings00 Ratings
Subscription-based notifications8.681 Ratings10.01 Ratings
ITSM collaboration and documentation8.793 Ratings9.01 Ratings
ITSM reports and dashboards8.397 Ratings00 Ratings
Ticket creation and submission00 Ratings9.01 Ratings
Ticket response00 Ratings10.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.7
90 Ratings
7% below category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Configuration mangement8.483 Ratings00 Ratings
Asset management dashboard8.088 Ratings00 Ratings
Policy and contract enforcement6.662 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.2
84 Ratings
3% below category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Change requests repository8.478 Ratings00 Ratings
Change calendar8.064 Ratings00 Ratings
Service-level management8.278 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshservice
-
Ratings
Microsoft Dynamics 365 Customer Service
10.0
1 Ratings
25% above category average
External knowledge base00 Ratings10.01 Ratings
Internal knowledge base00 Ratings10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshservice
-
Ratings
Microsoft Dynamics 365 Customer Service
9.8
1 Ratings
25% above category average
Customer portal00 Ratings10.01 Ratings
IVR00 Ratings9.01 Ratings
Social integration00 Ratings10.01 Ratings
Email support00 Ratings10.01 Ratings
Help Desk CRM integration00 Ratings10.01 Ratings
Best Alternatives
FreshserviceMicrosoft Dynamics 365 Customer Service
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
9.0
(113 ratings)
10.0
(1 ratings)
Likelihood to Renew
9.1
(2 ratings)
-
(0 ratings)
Usability
9.1
(6 ratings)
-
(0 ratings)
Support Rating
8.5
(77 ratings)
-
(0 ratings)
Implementation Rating
9.1
(2 ratings)
-
(0 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
User Testimonials
FreshserviceMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
Freshworks Inc
Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
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Microsoft
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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Pros
Freshworks Inc
  • Workflow automation
  • Knowledge base articles for users and agents
  • easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
  • it works with email address very simple to create different department and queues
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Microsoft
  • Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
  • It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
  • This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
  • Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
  • A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.
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Cons
Freshworks Inc
  • Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
  • Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.
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Microsoft
  • It occasionally crashes or slow down, but it usually works great.
  • Costly.
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Likelihood to Renew
Freshworks Inc
It's overall value in our organization is extremely high and it has become an essential part of our business.
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Microsoft
No answers on this topic
Usability
Freshworks Inc
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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Microsoft
No answers on this topic
Support Rating
Freshworks Inc
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
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Microsoft
No answers on this topic
Implementation Rating
Freshworks Inc
think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
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Microsoft
No answers on this topic
Alternatives Considered
Freshworks Inc
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
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Microsoft
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Return on Investment
Freshworks Inc
  • Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
  • The communication to the user has greatly increased due to the automated messages that Freshservice has built in.
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Microsoft
  • Creativity way.
  • Foster increase in revenue.
  • Improving decision-making.
  • Culture of good relationship/service.
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ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management