What users are saying about
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536 Ratings
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Top Rated
555 Ratings

Microsoft Dynamics 365

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Score 7.6 out of 100

Zendesk

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Score 8.2 out of 100

Likelihood to Recommend

Microsoft Dynamics 365

Typical customer relationship management is great. Accounts, Contacts, Leads, Opportunities, etc. Those are obvious. But where it really shines is in the customization and integration with other Microsoft tools. Outlook connection for painless contact creation or tracking email communication. SharePoint and Office 365 Group connection to store documents related to a client and allow others to collaborate on overlapping data without additional D365 licenses (or at least get the much more cost-effective Team Member licenses to read data but make only limited edits). Or, full-on model-driven PowerApps, allowing quick development of custom line-of-business applications whose data can be related to other "standard" business records, like the "normal" CRM records. And the connection to Flow allows for hundreds of other systems to be connected to D365 and allows you to automate business process. Or, other third-party tools, such as Tibco Scribe, can be used to pass data back and forth between systems.
No photo available

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
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Feature Rating Comparison

Sales Force Automation

Microsoft Dynamics 365
8.0
Zendesk
Customer data management / contact management
Microsoft Dynamics 365
8.5
Zendesk
Workflow management
Microsoft Dynamics 365
7.8
Zendesk
Territory management
Microsoft Dynamics 365
8.0
Zendesk
Opportunity management
Microsoft Dynamics 365
8.6
Zendesk
Integration with email client (e.g., Outlook or Gmail)
Microsoft Dynamics 365
8.3
Zendesk
Contract management
Microsoft Dynamics 365
7.4
Zendesk
Quote & order management
Microsoft Dynamics 365
7.6
Zendesk
Interaction tracking
Microsoft Dynamics 365
8.0
Zendesk
Channel / partner relationship management
Microsoft Dynamics 365
8.0
Zendesk

Customer Service & Support

Microsoft Dynamics 365
8.2
Zendesk
Case management
Microsoft Dynamics 365
8.6
Zendesk
Call center management
Microsoft Dynamics 365
7.9
Zendesk
Help desk management
Microsoft Dynamics 365
8.3
Zendesk

Marketing Automation

Microsoft Dynamics 365
8.0
Zendesk
Lead management
Microsoft Dynamics 365
8.3
Zendesk
Email marketing
Microsoft Dynamics 365
7.8
Zendesk

CRM Project Management

Microsoft Dynamics 365
7.7
Zendesk
Task management
Microsoft Dynamics 365
7.6
Zendesk
Billing and invoicing management
Microsoft Dynamics 365
7.9
Zendesk
Reporting
Microsoft Dynamics 365
7.6
Zendesk

CRM Reporting & Analytics

Microsoft Dynamics 365
7.8
Zendesk
Forecasting
Microsoft Dynamics 365
7.3
Zendesk
Pipeline visualization
Microsoft Dynamics 365
8.5
Zendesk
Customizable reports
Microsoft Dynamics 365
7.5
Zendesk

Customization

Microsoft Dynamics 365
8.1
Zendesk
Custom fields
Microsoft Dynamics 365
8.2
Zendesk
Custom objects
Microsoft Dynamics 365
8.2
Zendesk
Scripting environment
Microsoft Dynamics 365
7.8
Zendesk
API for custom integration
Microsoft Dynamics 365
8.2
Zendesk

Security

Microsoft Dynamics 365
8.8
Zendesk
Single sign-on capability
Microsoft Dynamics 365
8.8
Zendesk
Role-based user permissions
Microsoft Dynamics 365
8.8
Zendesk

Social CRM

Microsoft Dynamics 365
7.7
Zendesk
Social data
Microsoft Dynamics 365
7.6
Zendesk
Social engagement
Microsoft Dynamics 365
7.8
Zendesk

Integrations with 3rd-party Software

Microsoft Dynamics 365
7.9
Zendesk
Marketing automation
Microsoft Dynamics 365
8.0
Zendesk
Compensation management
Microsoft Dynamics 365
7.9
Zendesk

Platform

Microsoft Dynamics 365
7.4
Zendesk
Mobile access
Microsoft Dynamics 365
7.4
Zendesk

Incident and problem management

Microsoft Dynamics 365
Zendesk
8.7
Organize and prioritize service tickets
Microsoft Dynamics 365
Zendesk
9.0
Expert directory
Microsoft Dynamics 365
Zendesk
8.0
Subscription-based notifications
Microsoft Dynamics 365
Zendesk
8.4
ITSM collaboration and documentation
Microsoft Dynamics 365
Zendesk
8.2
Ticket creation and submission
Microsoft Dynamics 365
Zendesk
9.3
Ticket response
Microsoft Dynamics 365
Zendesk
9.1

Self Help Community

Microsoft Dynamics 365
Zendesk
8.2
External knowledge base
Microsoft Dynamics 365
Zendesk
8.3
Internal knowledge base
Microsoft Dynamics 365
Zendesk
8.1

Multi-Channel Help

Microsoft Dynamics 365
Zendesk
8.6
Customer portal
Microsoft Dynamics 365
Zendesk
8.5
IVR
Microsoft Dynamics 365
Zendesk
8.2
Social integration
Microsoft Dynamics 365
Zendesk
8.2
Email support
Microsoft Dynamics 365
Zendesk
9.1
Help Desk CRM integration
Microsoft Dynamics 365
Zendesk
8.7

Pros

Microsoft Dynamics 365

  • Provisioning and initial deployment are a breeze and completed within a day or less after receiving the licences.
  • Customizations and configuring the database instances is extremely simple as long as changes and enhancements are implemented cautiously and with purpose.
  • Integration with other Microsoft applications is one of the top selling points, such as Outlook for tracking email to Dynamics 35, data connections to Excel for refreshing data exports, PowerBI, Flow, & PowerApps
  • Advanced Find querying is one of the easiest tools to quickly get and save data accessed regularly.
  • The native Microsoft mobile tablet and phone app can be implemented with minimal extra work or configurations.
  • Ability to 100% fully implement (and integrate with other Microsoft platforms) with no code whatsoever (100% no code SaaS!) saving time any money for quick deployments.
  • The Dynamics 365 community is massive for forum support and user group networks.
Justin Pink profile photo

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George profile photo

Cons

Microsoft Dynamics 365

  • Customization is tricky with Microsoft Dynamics 365. Javascript is primarily used, and due to this most business edition users keep their solution as "out of the box" as possible to save time and cost.
  • The out of the box interface is clunky, and those who do not want to customize the interface will lose time figuring out and navigating through the complex interface.
  • To get the most out of Microsoft Dynamics 365, you need integrations with the rest of Microsoft's suite, which incurs more cost and can make it so you're putting all your "eggs in one basket".
Alexander Cooper profile photo

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo profile photo

Likelihood to Renew

Microsoft Dynamics 365

Microsoft Dynamics 365 7.9
Based on 19 answers
CRM has allowed us to keep all of our data in one place that is easy for all users within the company to view. I came into the company after they had been using CRM for about 4 years. They have all said that since we have used this it has helped us control work processes better, it has allowed us to be able to track things so much better, and has been something that has helped unite many processes that used to be all over the place.We are currently using CRM 4.0 and are planning on upgrading in the next 18 months to the 2011 version. Support for 4.0 is almost all but dried up. Understandably so. Some of the customization we have done, and a plugins we use, are now contained within the 2011 version so we are looking forward to that upgrade.We use an email marketing company as well, and they primarily support the 2011 version, but their product connects and is integrated within CRM. This is a great benefit as well so that all of our marketing information can be contained in one location.
Chris Jensen profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford profile photo

Usability

Microsoft Dynamics 365

Microsoft Dynamics 365 9.0
Based on 8 answers
The application handles well in terms of maintaining your master data about customers and it provides you with the steps to form a lead to an actual order. Navigation is fairly easy and you can easily export data to Excel or call out a small graph if needed. The dashboard functionality provides some well-customized overviews for each business area so this a well-used tool for the business.
No photo available

Zendesk

Zendesk 8.4
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer profile photo

Reliability and Availability

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood profile photo

Performance

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage profile photo

Support

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

Zendesk

Zendesk 8.8
Based on 22 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce profile photo

Online Training

Microsoft Dynamics 365

Microsoft Dynamics 365 7.5
Based on 2 answers
No answer on this topic is available.

Zendesk

Zendesk 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer profile photo

Implementation

Microsoft Dynamics 365

Microsoft Dynamics 365 9.2
Based on 4 answers
We used a data warehouse to house our data, and our IT team and implementation vendor worked diligently ahead of time to construct idea implementation plans. Out of millions of records- we had less than a dozen errors, which is remarkable. My major insight is simply having a group of completely devoted individuals working towards your goal who fully understand the desired outcome. Focused resources for implementation season are critical to success.
Sara Tsoodle profile photo

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor profile photo

Alternatives Considered

Microsoft Dynamics 365

  • I converted a company from JD Edwards CRM to MS Dynamics CRM 4.0. I had very limited experience with the JD Edwards CRM, but my overall impression of the JDE CRM is that JDE is not a CRM system but an ERP system. It seemed that the CRM piece of JDE was added-on as a last minute, "let's stay with the times" module. It was very simplistic and lacked structure. My experience with the JDE CRM system was in 2008-2009.
  • I converted a very small division of my current company from SalesForce into CRM. I had limited visibility to the SalesForce system. It seemed that there was a limited ability to customize the system. It was also difficult to export all of the data from SalesForce for import into MS Dynamics CRM. This was done in 2010.
In both of my experiences, the end user feedback after the conversion was priceless. In both situations, the end-users felt that the new system (MS Dynamics CRM) was much easier to use than the previous systems that the used.
Christina Bayley profile photo

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo profile photo

Return on Investment

Microsoft Dynamics 365

  • It is hard to say, the reason why we are using Microsoft Dynamics CRM is because it is provided to us for free.
  • It could be worthwhile to investigate whether an alternative CRM (even though paid) can be used to boost the ROI
No photo available

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley profile photo

Pricing Details

Microsoft Dynamics 365

General

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

Microsoft Dynamics 365 Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Microsoft Dynamics 365
8.1
Zendesk
8.4

Likelihood to Renew

Microsoft Dynamics 365
7.9
Zendesk
10.0

Usability

Microsoft Dynamics 365
9.0
Zendesk
8.4

Reliability and Availability

Microsoft Dynamics 365
Zendesk
8.6

Performance

Microsoft Dynamics 365
Zendesk
8.0

Support

Microsoft Dynamics 365
10.0
Zendesk
8.8

In-Person Training

Microsoft Dynamics 365
Zendesk
10.0

Online Training

Microsoft Dynamics 365
7.5
Zendesk
7.9

Implementation

Microsoft Dynamics 365
9.2
Zendesk
9.0

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