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.
$29
per month per agent
Microsoft Dynamics 365 Customer Service
Score 7.6 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
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
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 DetailsDiscount available for annual billing.
More Pricing Information
Community Pulse
FreshserviceMicrosoft Dynamics 365 Customer Service
Features
FreshserviceMicrosoft Dynamics 365 Customer Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.3
162 Ratings
1% above category average
Microsoft Dynamics 365 Customer Service
8.5
2 Ratings
3% above category average
Organize and prioritize service tickets9.2162 Ratings10.02 Ratings
Expert directory8.2113 Ratings8.02 Ratings
Service restoration8.1100 Ratings00 Ratings
Self-service tools8.4144 Ratings00 Ratings
Subscription-based notifications8.2117 Ratings10.01 Ratings
ITSM collaboration and documentation7.9135 Ratings3.02 Ratings
ITSM reports and dashboards8.2141 Ratings00 Ratings
Ticket creation and submission00 Ratings10.02 Ratings
Ticket response00 Ratings10.02 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.7
129 Ratings
7% below category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Configuration mangement7.8121 Ratings00 Ratings
Asset management dashboard7.6124 Ratings00 Ratings
Policy and contract enforcement7.789 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
7.9
126 Ratings
8% below category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Change requests repository7.9119 Ratings00 Ratings
Change calendar7.6100 Ratings00 Ratings
Service-level management8.3117 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshservice
-
Ratings
Microsoft Dynamics 365 Customer Service
5.5
2 Ratings
37% below category average
External knowledge base00 Ratings3.02 Ratings
Internal knowledge base00 Ratings8.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshservice
-
Ratings
Microsoft Dynamics 365 Customer Service
7.8
2 Ratings
2% below category average
Customer portal00 Ratings8.02 Ratings
IVR00 Ratings5.02 Ratings
Social integration00 Ratings8.02 Ratings
Email support00 Ratings10.02 Ratings
Help Desk CRM integration00 Ratings8.02 Ratings
Best Alternatives
FreshserviceMicrosoft Dynamics 365 Customer Service
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
SysAid
SysAid
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
8.5
(158 ratings)
10.0
(2 ratings)
Likelihood to Renew
8.5
(10 ratings)
-
(0 ratings)
Usability
9.5
(14 ratings)
10.0
(1 ratings)
Availability
9.0
(5 ratings)
-
(0 ratings)
Performance
7.8
(6 ratings)
-
(0 ratings)
Support Rating
8.2
(122 ratings)
-
(0 ratings)
In-Person Training
7.3
(1 ratings)
-
(0 ratings)
Online Training
7.2
(3 ratings)
-
(0 ratings)
Implementation Rating
9.1
(9 ratings)
-
(0 ratings)
Configurability
8.0
(5 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.6
(3 ratings)
-
(0 ratings)
Ease of integration
6.6
(7 ratings)
-
(0 ratings)
Product Scalability
8.1
(6 ratings)
-
(0 ratings)
Professional Services
8.6
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.3
(4 ratings)
-
(0 ratings)
Vendor pre-sale
7.1
(5 ratings)
-
(0 ratings)
User Testimonials
FreshserviceMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
Freshworks Inc
We were looking for a way to automate the creation of a new Teams site and were able to do so with the workflow tool. This allows for some automation to be set in place, which is beneficial. The fact that our IT team is ITIL-certified and Freshservice is ITIL-aligned makes it easy for us to follow the recommended guidelines. The self-service portal is being used to elevate work from our support team by allowing our end-users to access the knowledge base through the end-user portal.
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Microsoft
With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.
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Pros
Freshworks Inc
  • Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
  • Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
  • Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
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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
  • Workflow management is hard to troubleshoot
  • Some default fields can't be changed
  • FAQ has no history
  • Work flow management can't be managed via API or a command line
  • Service Requests and contracts have no possibilities to choose how pricing will be calculated, like per month, per user, per year, per lifetime...
  • Automatic backup of assets and FAQ is not possible
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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
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
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Microsoft
No answers on this topic
Usability
Freshworks Inc
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
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Microsoft
Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.
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Reliability and Availability
Freshworks Inc
Downtime is minimal (it does happen but not often)
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Microsoft
No answers on this topic
Performance
Freshworks Inc
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
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Microsoft
No answers on this topic
Support Rating
Freshworks Inc
Support is responsive and adequate for most situations. For more complex tasks, there is Premium Support but that can use some improvement as well. Overall, this is a healthy marker and there are plenty of support options but I wish there were more solutioning driven engagements.
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Microsoft
No answers on this topic
In-Person Training
Freshworks Inc
Training was enough to use the base website
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Microsoft
No answers on this topic
Online Training
Freshworks Inc
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
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Microsoft
No answers on this topic
Implementation Rating
Freshworks Inc
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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Microsoft
No answers on this topic
Alternatives Considered
Freshworks Inc
Customization of FreshService was so much easier than ChangeGear. Creating forms for end-users was difficult and didn't always work the way we wanted. The nail in the coffin was when we had a support call set up, and the IT Director was on the phone waiting, but no one joined the call. I can't speak on what the product is today, but it was JAVA-heavy, and everything was manually updated.
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Microsoft
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Contract Terms and Pricing Model
Freshworks Inc
Was not able to update us proactively about our renewal causing lost of access
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Microsoft
No answers on this topic
Scalability
Freshworks Inc
The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.
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Microsoft
No answers on this topic
Professional Services
Freshworks Inc
We did not have professional services.
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Microsoft
No answers on this topic
Return on Investment
Freshworks Inc
  • We had no ticketing system at all so we had no idea of the workload, we now do
  • We have been able to go from nothing to seeing workload to identifying areas for improvement by having the metrics
  • We have lowered MTTR every month since turning on fresh service
  • We have increased 1st all resolution every month
  • We have been able to start talking about real SLA's with the business
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Microsoft
  • It has help us serve our customers better and get Support Contracts from them after we have designed / developed and deployed Microsoft Dynamics 365 Customer Service based solutions for them
  • Ease of Routing it to appropriate customer support agent
  • Because of multiple channel support we now give our customers option to raise a ticket or connect with their preferred communication medium, be it email, SMS, Chat etc.
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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