Compare Dynamics 365 Customer Service and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (56.0% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Dynamics 365 Customer Service
Star Rating
(29)4.5 out of 5
Market Segments
Mid-Market (56.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceZendesk Support Suite
Star Rating
(6,184)4.3 out of 5
Market Segments
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticket creation user experience, scoring an impressive 8.8, while Dynamics 365 Customer Service matches this score but shines in ticket response user experience with a higher score of 9.0. Reviewers mention that the intuitive interface of Zendesk makes it easy for agents to create tickets quickly.
- Reviewers mention that Dynamics 365 Customer Service offers superior workflow capabilities, scoring 9.4 compared to Zendesk's 8.5. Users on G2 appreciate the automation features in Dynamics, which streamline processes and reduce manual effort.
- Users say that the SLA management in Dynamics 365 Customer Service is more robust, with a score of 9.0, compared to Zendesk's 8.1. Reviewers highlight the ability to set detailed SLA policies that help ensure timely responses and resolutions.
- G2 users report that the knowledge base feature in Dynamics 365 Customer Service is more comprehensive, scoring 9.0, while Zendesk's knowledge base scores 8.5. Users mention that the search functionality in Dynamics is particularly effective, making it easier for customers to find relevant articles.
- Reviewers mention that Zendesk Support Suite has a more user-friendly interface for internal discussions and collaboration, scoring 8.3, while Dynamics 365 Customer Service scores slightly lower at 8.1. Users appreciate the seamless integration of internal communication tools within Zendesk.
- Users on G2 report that Dynamics 365 Customer Service offers better mobile optimization, scoring 9.0 compared to Zendesk's 7.7. Reviewers highlight that the mobile app for Dynamics allows for efficient ticket management on the go, which is crucial for remote teams.
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Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableZendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Dynamics 365 Customer Service
No trial information availableZendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.9
18
8.6
4,780
Ease of Use
8.2
18
8.5
4,821
Ease of Setup
7.3
8
7.9
2,889
Ease of Admin
7.6
7
8.2
2,922
Quality of Support
8.4
18
8.4
4,469
Has the product been a good partner in doing business?
8.7
5
8.4
2,846
Product Direction (% positive)
8.6
17
7.9
4,435
Features by Category
Ticket and Case Management
8.8
8
|
Verified
8.8
2254
|
Verified
9.0
8
|
Verified
8.7
2270
|
Verified
9.4
8
|
Verified
8.5
2195
|
Verified
9.3
7
|
Verified
8.4
2041
|
Verified
9.0
7
|
Verified
8.1
1630
|
Verified
9.2
8
8.4
2108
|
Verified
9.3
7
|
Verified
8.6
2096
|
Verified
9.2
8
|
Verified
8.2
1561
|
Verified
Generative AI
Feature Not Available
7.2
127
Feature Not Available
7.2
130
Communication Channels
8.8
8
|
Verified
8.4
1771
|
Verified
9.2
8
8.8
2017
|
Verified
8.8
7
|
Verified
8.4
1435
|
Verified
8.3
8
8.0
1140
|
Verified
9.0
8
|
Verified
8.1
1025
|
Verified
Platform
9.0
5
7.6
1113
|
Verified
9.3
5
|
Verified
8.0
1476
|
Verified
9.2
6
|
Verified
8.2
1682
|
Verified
8.3
6
|
Verified
8.1
1473
|
Verified
8.5
8
|
Verified
7.8
2072
|
Verified
8.8
8
|
Verified
7.9
2140
|
Verified
Administration
Not enough data
8.4
194
|
Verified
Not enough data
7.9
175
|
Verified
Not enough data
8.3
222
|
Verified
Service Desk
Not enough data
9.0
250
|
Verified
Not enough data
8.7
226
|
Verified
Not enough data
8.6
214
|
Verified
Management
Not enough data
8.3
187
|
Verified
Not enough data
8.4
188
|
Verified
Not enough data
8.3
177
|
Verified
Not enough data
8.0
137
|
Verified
Not enough data
8.2
130
Functionality
Not enough data
9.0
202
|
Verified
Not enough data
8.5
166
Not enough data
8.4
174
|
Verified
Not enough data
8.6
184
|
Verified
Administration
Not enough data
8.1
573
Not enough data
8.0
554
Not enough data
8.2
616
Knowledge Management
Not enough data
8.6
757
Not enough data
8.3
607
Not enough data
7.9
660
Compliance
Not enough data
8.3
537
Not enough data
8.2
499
Not enough data
8.3
502
Not enough data
8.0
475
Customer Support
Not enough data
8.0
620
Not enough data
7.8
596
Not enough data
7.8
431
Data Security
Not enough data
8.1
443
Not enough data
8.1
445
Not enough data
8.3
536
Not enough data
8.5
482
Administration
Not enough data
8.2
630
Not enough data
8.3
741
Not enough data
8.6
745
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.2
592
Not enough data
8.3
588
Not enough data
8.3
559
Reporting
Not enough data
8.3
518
Not enough data
7.9
492
Not enough data
8.1
572
Generative AI
Not enough data
7.2
111
Not enough data
7.0
110
Responses
Not enough data
8.1
40
Not enough data
8.6
47
Not enough data
8.3
48
Automation - AI Agents
Not enough data
6.1
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Platform
Not enough data
8.3
48
Not enough data
8.4
46
Not enough data
8.4
42
Autonomy - AI Agents
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.4
6
Generative AI
Not enough data
7.6
12
Not enough data
8.0
11
Responses
Not enough data
8.1
400
Not enough data
8.1
397
Not enough data
8.3
384
Not enough data
8.1
382
Not enough data
8.1
290
Platform
Not enough data
8.6
403
Not enough data
8.2
401
Not enough data
8.2
396
Not enough data
8.2
397
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
389
Generative AI
Not enough data
8.3
49
Not enough data
8.1
48
Conversational Platform
Not enough data
8.1
772
Not enough data
8.2
630
Not enough data
8.1
597
Not enough data
8.1
665
Support Automation
Not enough data
8.1
632
Not enough data
8.2
675
Not enough data
8.4
628
Not enough data
8.0
706
Generative AI
Not enough data
7.7
123
Not enough data
7.7
123
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
77
Not enough data
8.5
85
Administration
Not enough data
8.1
91
Not enough data
8.9
140
Not enough data
8.3
96
Not enough data
8.4
129
Customer Support
Not enough data
7.0
19
Not enough data
5.5
14
Not enough data
7.3
19
Automation
Not enough data
7.5
18
Not enough data
8.2
18
Not enough data
7.5
19
Artificial Intelligence
Not enough data
7.5
19
Not enough data
7.6
20
Not enough data
7.4
20
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
7.6
72
Feature Not Available
Feature Not Available
Communication
Not enough data
8.6
786
|
Verified
Not enough data
8.4
804
|
Verified
Not enough data
8.0
561
Not enough data
8.4
583
|
Verified
Not enough data
7.9
364
Internal Use
9.3
5
|
Verified
8.0
1476
|
Verified
Not enough data
8.4
697
|
Verified
Not enough data
8.0
498
Not enough data
8.4
744
Not enough data
8.6
671
|
Verified
Not enough data
8.2
698
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
9.0
14
8.5
1417
8.5
12
8.4
1355
8.5
11
8.0
947
9.0
5
7.7
568
9.0
5
7.9
700
Self-Service Platform
8.9
6
8.2
748
9.4
6
8.2
763
9.4
6
7.6
581
8.6
6
8.1
728
Generative AI
Not enough data
6.6(won by default)
39
Not enough data
6.5(won by default)
40
Process
Not enough data
8.4(won by default)
525
Not enough data
9.0(won by default)
701
Not enough data
8.8(won by default)
650
Channels
Not enough data
9.0(won by default)
701
Not enough data
8.3(won by default)
546
Not enough data
8.7(won by default)
524
Not enough data
8.2(won by default)
446
Not enough data
8.3(won by default)
382
Insight
Not enough data
8.1(won by default)
500
Not enough data
8.3(won by default)
611
Not enough data
8.4(won by default)
523
Not enough data
8.7(won by default)
630
Generative AI
Feature Not Available
7.7
52
Feature Not Available
7.5
51
Categories
Categories
Shared Categories
Dynamics 365 Customer Service and Zendesk Support Suite are categorized as Help Desk, Customer Self-Service, Live Chat, and Digital Customer Service Platforms
Unique Categories
Dynamics 365 Customer Service has no unique categories
Zendesk Support Suite is categorized as Genesys AppFoundry Marketplace, Shared Inbox, Conversational Support, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, Proactive Notification, AI Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
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
12.0%
Computer Software
12.0%
Telecommunications
8.0%
Banking
8.0%
Wholesale
4.0%
Other
56.0%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.5%
Other
58.3%
Most Helpful Reviews
Dynamics 365 Customer Service
Most Helpful Favorable Review
Meagan C.
Verified User in Non-Profit Organization Management
The easy navigation of the software, makes it great for any level of experience.
Most Helpful Critical Review
Leslie F.
Verified User in Oil & Energy
There are a lot of bugs - we have a lot of issues each time we use it. Bugs when opening and during use.
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Meagan C.
Verified User in Non-Profit Organization Management
The easy navigation of the software, makes it great for any level of experience.
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Leslie F.
Verified User in Oil & Energy
There are a lot of bugs - we have a lot of issues each time we use it. Bugs when opening and during use.
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Alternatives
Discussions
Dynamics 365 Customer Service has no discussions with answers
Is zendesk any good?
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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