Freshservice vs Microsoft Dynamics 365 Customer Service

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!

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.

• 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.

• 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.

• 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

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

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

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.

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))

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.

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.

• 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.

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