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Top Rated
131 Ratings

Freshservice

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Top Rated
131 Ratings
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Score 8.7 out of 100
12 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • Microsoft Dynamics 365 Customer Service ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.9

Freshservice

79%
9.3

Microsoft Dynamics 365 Customer Service

93%
Microsoft Dynamics 365 Customer Service ranks higher in 6/9 features

Organize and prioritize service tickets

8.9
89%
68 Ratings
9.0
90%
1 Rating

Expert directory

6.4
64%
49 Ratings
9.0
90%
1 Rating

Service restoration

6.8
68%
41 Ratings
N/A
0 Ratings

Self-service tools

8.3
83%
64 Ratings
N/A
0 Ratings

Subscription-based notifications

8.3
83%
51 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

8.2
82%
58 Ratings
9.0
90%
1 Rating

ITSM reports and dashboards

8.1
81%
56 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
9.0
90%
1 Rating

Ticket response

N/A
0 Ratings
10.0
100%
1 Rating

ITSM asset management

7.7

Freshservice

77%

Microsoft Dynamics 365 Customer Service

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Configuration mangement

8.2
82%
52 Ratings
N/A
0 Ratings

Asset management dashboard

7.5
75%
53 Ratings
N/A
0 Ratings

Policy and contract enforcement

7.5
75%
39 Ratings
N/A
0 Ratings

Change management

7.8

Freshservice

78%

Microsoft Dynamics 365 Customer Service

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Change requests repository

7.9
79%
51 Ratings
N/A
0 Ratings

Change calendar

7.3
73%
43 Ratings
N/A
0 Ratings

Service-level management

8.2
82%
50 Ratings
N/A
0 Ratings

Self Help Community

Freshservice

Feature Set Not Supported
N/A
10.0

Microsoft Dynamics 365 Customer Service

100%
Microsoft Dynamics 365 Customer Service ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
10.0
100%
1 Rating

Internal knowledge base

N/A
0 Ratings
10.0
100%
1 Rating

Multi-Channel Help

Freshservice

Feature Set Not Supported
N/A
9.8

Microsoft Dynamics 365 Customer Service

98%
Microsoft Dynamics 365 Customer Service ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
10.0
100%
1 Rating

IVR

N/A
0 Ratings
9.0
90%
1 Rating

Social integration

N/A
0 Ratings
10.0
100%
1 Rating

Email support

N/A
0 Ratings
10.0
100%
1 Rating

Help Desk CRM integration

N/A
0 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • Microsoft Dynamics 365 Customer Service is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

Freshservice

90%
69 Ratings
10.0

Microsoft Dynamics 365 Customer Service

100%
1 Rating

Likelihood to Renew

9.1

Freshservice

91%
2 Ratings

Microsoft Dynamics 365 Customer Service

N/A
0 Ratings

Usability

9.0

Freshservice

90%
6 Ratings

Microsoft Dynamics 365 Customer Service

N/A
0 Ratings

Support Rating

8.2

Freshservice

82%
38 Ratings

Microsoft Dynamics 365 Customer Service

N/A
0 Ratings

Implementation Rating

8.9

Freshservice

89%
2 Ratings

Microsoft Dynamics 365 Customer Service

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
Read full review

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

  • Helpdesk Ticketing system for escalation and distributing among technicians.
  • Service requests for ordering processes and employee onboarding and termination.
  • Project Management is a useful tool for our IT department to track internal projects.
  • The reporting is very helpful reporting various metrics to leadership.
Read full review

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.
Read full review

Cons

Freshworks Inc

  • Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
  • When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
  • I really can think of any, I really have no complaints about the software
Read full review

Microsoft

  • It occasionally crashes or slow down, but it usually works great.
  • Costly.
Read full review

Pricing Details

Freshservice

Starting Price

$19 Per Month Per User

Editions & Modules

Freshservice editions and modules pricing
EditionModules
Starter$19.001
Growth$49.002
Pro$89.003
Enterprise$1094

Footnotes

  1. Per Month Per User
  2. Per Month Per User
  3. Per Month Per User
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing

Microsoft Dynamics 365 Customer Service

Starting Price

$50 per month per user

Editions & Modules

Microsoft Dynamics 365 Customer Service editions and modules pricing
EditionModules
Dynamics 365 Customer Service Professional$501
Dynamics 365 Customer Service Enterprise$952
Add-In - Digital Messaging and Voice$903
Add-In - Voice Channel$754
Add-In - Digital Messaging$755
Add-In - Chat$606

Footnotes

  1. per month per user
  2. per month per user
  3. per month per user
  4. per month per user
  5. per month per user
  6. per month per user

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

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.
Read full review

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

In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
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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

SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
Read full review

Microsoft

Read full review

Return on Investment

Freshworks Inc

  • We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
  • We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
  • We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.
Read full review

Microsoft

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

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