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Compare Dynamics 365 Customer Service and HelpDesk 
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At a Glance
Market Segments
Mid-Market (55.6% of reviews)
Small-Business (60.6% of reviews)
Entry-Level Pricing
No pricing available
$29.00 1 per agent
Dynamics 365 Customer Service
Star Rating
(31)4.4 out of 5
Market Segments
Mid-Market (55.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceHelpDesk
Star Rating
(34)4.6 out of 5
Market Segments
Small-Business (60.6% of reviews)
Pros & Cons
Entry-Level Pricing
$29.00 1 per agent
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Dynamics 365 Customer Service excels in ticket creation user experience with a score of 8.8, while HelpDesk shines even brighter with a score of 9.4, indicating a more intuitive interface for creating support tickets.
- Reviewers mention that HelpDesk offers superior ease of setup with a score of 9.7 compared to Dynamics 365's 7.3, making it a more user-friendly option for businesses looking to implement a new system quickly.
- G2 users highlight that Dynamics 365 Customer Service has a robust workflow feature, scoring 9.4, which allows for more complex ticket management processes, whereas HelpDesk's workflow score is lower at 8.8, suggesting it may not handle intricate workflows as effectively.
- Users on G2 appreciate the response automation capabilities of Dynamics 365, scoring 9.3, which helps streamline customer interactions, while HelpDesk's score of 8.9 indicates it may not be as efficient in automating responses.
- Reviewers say that HelpDesk's mobile optimization is rated at 9.4, slightly better than Dynamics 365's 9.0, suggesting that HelpDesk may provide a more seamless experience for users accessing the platform on mobile devices.
- Users report that Dynamics 365 Customer Service has a strong customer profiles feature with a score of 9.0, which allows for better personalization in customer interactions, while HelpDesk's score of 8.8 indicates it may not offer the same level of detail in customer profiling.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableHelpDesk
Team
$29.00
1 per agent
Simple email management tool for teams with 24/7 chat support and unlimited free viewer accounts (a user that can browse and read tickets)
- All messages in one dashboard
- Robust customer data in tickets
- Automations to finish tasks quicker
Free Trial
Dynamics 365 Customer Service
No trial information availableHelpDesk
Free Trial is available
Ratings
Meets Requirements
8.5
20
9.0
28
Ease of Use
7.9
20
9.2
29
Ease of Setup
7.4
9
9.8
7
Ease of Admin
7.7
8
9.4
8
Quality of Support
8.4
19
9.0
28
Has the product been a good partner in doing business?
8.6
6
9.2
8
Product Direction (% positive)
8.2
19
7.5
28
Features by Category
Ticket and Case Management
8.2
10
|
Verified
9.4
26
8.3
10
|
Verified
9.2
26
8.8
10
|
Verified
8.9
24
8.9
9
|
Verified
9.0
24
8.7
9
|
Verified
Feature Not Available
8.2
10
8.8
24
8.7
9
|
Verified
9.1
25
8.5
10
|
Verified
Feature Not Available
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.3
10
|
Verified
Feature Not Available
8.7
10
8.8
25
8.3
9
|
Verified
9.1
20
8.0
10
8.5
17
8.5
10
|
Verified
Feature Not Available
Platform
8.3
6
9.5
7
8.9
6
|
Verified
9.0
8
9.0
7
|
Verified
9.3
9
8.3
7
|
Verified
9.7
5
8.5
9
|
Verified
8.8
12
8.7
9
|
Verified
9.1
13
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Internal Use
8.9
6
|
Verified
9.0
8
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.9
15
Not enough data
8.2
13
Not enough data
8.1
12
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
Self-Service Platform
8.9
6
Not enough data
9.4
6
Not enough data
8.3
7
Not enough data
8.6
6
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Dynamics 365 Customer Service and HelpDesk are categorized as Help Desk
Unique Categories
Dynamics 365 Customer Service is categorized as Customer Self-Service, Live Chat, and Digital Customer Service Platforms
HelpDesk has no unique categories
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
HelpDesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
14.8%
Telecommunications
11.1%
Computer Software
11.1%
Banking
7.4%
Wholesale
3.7%
Other
51.9%
Computer Software
24.2%
Marketing and Advertising
15.2%
Consumer Services
9.1%
Information Technology and Services
6.1%
Higher Education
6.1%
Other
39.4%
Alternatives
Discussions
Dynamics 365 Customer Service has no discussions with answers
HelpDesk has no discussions with answers
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