What users are saying about
37 Ratings
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494 Ratings
37 Ratings
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Score 4.7 out of 101

Microsoft Dynamics 365

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494 Ratings
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Score 7.4 out of 101

Likelihood to Recommend

Kayako

If you're a small to medium managed service provider that is managing multiple client companies, Kayako would likely be a great fit for you. If you need a help desk system that also does network scans to gather information like product keys and device status, you may want to go with another help desk system that also incorporates SNMP scanning like Spiceworks
Jericho Fulgencio profile photo

Microsoft Dynamics 365

It worked great for documenting client-facing requests in our large client base. Some of the workflows between implementation and billing have improved efficiencies and allowed us to avoid missed revenue. That said, there are also a lot of options and functions that are not applicable, and it would be great to be able to hide/remove things that aren't needed to avoid clutter and inefficiencies.
Haley Lay profile photo

Feature Rating Comparison

Incident and problem management

Kayako
6.9
Microsoft Dynamics 365
Organize and prioritize service tickets
Kayako
7.4
Microsoft Dynamics 365
Expert directory
Kayako
9.0
Microsoft Dynamics 365
Subscription-based notifications
Kayako
4.8
Microsoft Dynamics 365
ITSM collaboration and documentation
Kayako
6.5
Microsoft Dynamics 365
Ticket creation and submission
Kayako
8.0
Microsoft Dynamics 365
Ticket response
Kayako
5.4
Microsoft Dynamics 365

Self Help Community

Kayako
5.5
Microsoft Dynamics 365
External knowledge base
Kayako
4.9
Microsoft Dynamics 365
Internal knowledge base
Kayako
6.0
Microsoft Dynamics 365

Multi-Channel Help

Kayako
6.0
Microsoft Dynamics 365
Customer portal
Kayako
6.4
Microsoft Dynamics 365
IVR
Kayako
8.0
Microsoft Dynamics 365
Social integration
Kayako
1.0
Microsoft Dynamics 365
Email support
Kayako
8.2
Microsoft Dynamics 365
Help Desk CRM integration
Kayako
6.5
Microsoft Dynamics 365

Sales Force Automation

Kayako
Microsoft Dynamics 365
8.3
Customer data management / contact management
Kayako
Microsoft Dynamics 365
8.5
Workflow management
Kayako
Microsoft Dynamics 365
8.2
Territory management
Kayako
Microsoft Dynamics 365
8.2
Opportunity management
Kayako
Microsoft Dynamics 365
8.6
Integration with email client (e.g., Outlook or Gmail)
Kayako
Microsoft Dynamics 365
8.6
Contract management
Kayako
Microsoft Dynamics 365
7.9
Quote & order management
Kayako
Microsoft Dynamics 365
7.7
Interaction tracking
Kayako
Microsoft Dynamics 365
8.3
Channel / partner relationship management
Kayako
Microsoft Dynamics 365
8.3

Customer Service & Support

Kayako
Microsoft Dynamics 365
8.3
Case management
Kayako
Microsoft Dynamics 365
8.8
Call center management
Kayako
Microsoft Dynamics 365
7.9
Help desk management
Kayako
Microsoft Dynamics 365
8.3

Marketing Automation

Kayako
Microsoft Dynamics 365
7.8
Lead management
Kayako
Microsoft Dynamics 365
7.9
Email marketing
Kayako
Microsoft Dynamics 365
7.7

CRM Project Management

Kayako
Microsoft Dynamics 365
7.6
Task management
Kayako
Microsoft Dynamics 365
7.7
Billing and invoicing management
Kayako
Microsoft Dynamics 365
7.7
Reporting
Kayako
Microsoft Dynamics 365
7.3

CRM Reporting & Analytics

Kayako
Microsoft Dynamics 365
7.6
Forecasting
Kayako
Microsoft Dynamics 365
6.8
Pipeline visualization
Kayako
Microsoft Dynamics 365
8.4
Customizable reports
Kayako
Microsoft Dynamics 365
7.6

Customization

Kayako
Microsoft Dynamics 365
8.0
Custom fields
Kayako
Microsoft Dynamics 365
8.3
Custom objects
Kayako
Microsoft Dynamics 365
8.4
Scripting environment
Kayako
Microsoft Dynamics 365
7.4
API for custom integration
Kayako
Microsoft Dynamics 365
8.0

Security

Kayako
Microsoft Dynamics 365
8.7
Single sign-on capability
Kayako
Microsoft Dynamics 365
8.6
Role-based user permissions
Kayako
Microsoft Dynamics 365
8.8

Social CRM

Kayako
Microsoft Dynamics 365
7.9
Social data
Kayako
Microsoft Dynamics 365
7.9
Social engagement
Kayako
Microsoft Dynamics 365
8.0

Integrations with 3rd-party Software

Kayako
Microsoft Dynamics 365
7.7
Marketing automation
Kayako
Microsoft Dynamics 365
8.0
Compensation management
Kayako
Microsoft Dynamics 365
7.4

Platform

Kayako
Microsoft Dynamics 365
7.7
Mobile access
Kayako
Microsoft Dynamics 365
7.7

Pros

Kayako

  • Automated workflows. The workflows and email parser rules in Kayako are versatile and easy to set up, and saves you the trouble of having to create reoccurring tickets and manually assigning technicians for each ticket.
  • Custom fields. Without custom fields there would be no way for us to effectively keep track of our 30+ different client companies. They can be added on the fly as well so you'll never feel 'trapped' within the set fields that come with the program.
  • Reporting. The report builder that uses 'KQL as a query language (based on SQL) is easy to learn and allows you to pull relevant information/statistics from your help desk using specifications that you set yourself -- and ties back into automation via scheduled generated email reports.
Jericho Fulgencio profile photo

Microsoft Dynamics 365

  • Everything is in the cloud which is great for our company as we have a lot of remote workers as well as travel.
  • Certain solutions allow us to take a quick look at data.
  • Business automation for certain workflows is helpful.
Haley Lay profile photo

Cons

Kayako

  • Custom fields. Although we love the custom fields in Kayako there is still some room for improvement regarding them. For instance, while browsing tickets, you cannot sort/search display columns via custom fields you have created. You can only sort/search by pre-programmed fields in Kayako.
  • Email parser rules. This ties back to some of the limitations with custom fields. At the time of this writing we cannot create email parser rules using custom fields we have created as a criteria.
  • The built-in chat feature. While the chat feature is great for interfacing with outside customers, it could do better in terms of being more convenient for internal staff. We wish we could have a 'technician group chat' that stays open on a continuous basis so that our technicians can communicate via Kayako more effectively. But at the moment, when you close a chat, it stays closed and you cannot 'reopen' it.
Jericho Fulgencio profile photo

Microsoft Dynamics 365

  • Very cumbersome to implement... a lot of options. Time-consuming.
  • Learning how to get data is not always intuitive. There are a lot (hundreds) of options that I never use to gather data and metrics, instead, it's just overwhelming.
  • The amount of customization available is both a blessing and a curse. The more customization, the more it seems to lag.
Haley Lay profile photo

Likelihood to Renew

Kayako

Kayako 7.8
Based on 11 answers
This is one of the easiest systems I've used! You can come from any background and learn this system within days
Derrick Green profile photo

Microsoft Dynamics 365

Microsoft Dynamics 365 7.9
Based on 19 answers
We are heavily invested in Microsoft Office, so having the tight integration with Outlook and Excel is hard to beat. The other solution to consider is Salesforce.com (which I administered and used for over 2 years), but I don't feel their solution provides any better critical functionality than Microsoft Dynamics CRM. In fact, if any substantial customizations need to take place, I would much rather be on Dynamics CRM since it's built on the .NET platform. With Salesforce.com I would have to find Apex developers and pay a premium.
Trent Bell profile photo

Usability

Kayako

Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green profile photo

Microsoft Dynamics 365

Microsoft Dynamics 365 9.5
Based on 7 answers
The interface is somewhat clunky and has lots of noise. Navigating around is not that simple and takes some getting used to. I think there are improvements to this in the 2013 version
Reza Shirazi profile photo

Reliability and Availability

Kayako

Kayako 7.5
Based on 2 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Marie McCourt profile photo

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

Support

Kayako

Kayako 9.5
Based on 2 answers
The support team is partially in India so sometimes support availability can be a bit wacky, but they have always resolved my questions quickly and competently with zero fuss.
Nathaniel Bannister profile photo

Microsoft Dynamics 365

Microsoft Dynamics 365 10.0
Based on 1 answer
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
Todd Jankowski profile photo

Implementation

Kayako

Kayako 9.0
Based on 2 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
Nathaniel Bannister profile photo

Microsoft Dynamics 365

Microsoft Dynamics 365 9.2
Based on 4 answers
I was hired as our CRM administrator on March 3. I had no prior knowledge or experience with Microsoft Dynamics. Initially we only used the lead, opportunity, contact and account entities. We have since added additional features----marketing automation, dashboards, goals and workflows. It is so intuitive and easy to use that I learned the system, made all of our customizations, imported all of our contact and account information in just over three months. Training was rolled out to our sales team the second week of June. That is incredible.
Todd Jankowski profile photo

Alternatives Considered

Kayako

We evaluated Spiceworks and it tried to do too much. Kayako addressed our need for email support and distributing/tracking work without trying to introduce direct monitoring, knowledge base, and all kinds of other tools. It was much simpler to configure for our needs.
CJ Estel profile photo

Microsoft Dynamics 365

I think Microsoft Dynamics CRM is far behind HubSpot CRM, especially for me as a marketer who is interested in lead management and nurturing.
No photo available

Return on Investment

Kayako

  • Faster and more reliable ticket response times.
  • Less customization up front allows the company to grow with the software rather then assume what they want upfront and hope that they end up using their customizations.
  • Reliable and stable software enables administrators to focus on improvements rather than general health of the system.
Anthony Karas profile photo

Microsoft Dynamics 365

  • The productivity improvements are huge, and this cuts across Sales, Marketing, and Customer Service. We are a small shop, and one of the support persons was out sick when the customer he was servicing called in with an urgent need. The CRM was the reason why others could access the Case in a few seconds and respond right away, which is huge in terms of Customer loyalty.
  • The big advantage is eliminating the total dependency organizations have in terms of the knowledge in people's minds or filing cabinets. The processes become person independent!
  • I've seen very good sales reps become fantastic sales reps after we implemented Dynamics CRM. These guys are always looking for ways to create more sell time, and CRM gives them that ability, resulting in much better performance.
Chris Farias profile photo

Pricing Details

Kayako

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Microsoft Dynamics 365

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

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