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- Microsoft Dynamics 365 Customer Service-vs-Zendesk Support Suite
Compare Dynamics 365 Customer Service and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (56.0% of reviews)
Mid-Market (45.4% 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
(6,222)4.3 out of 5
Market Segments
Mid-Market (45.4% 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
4,810
Ease of Use
8.2
18
8.5
4,853
Ease of Setup
7.3
8
7.9
2,919
Ease of Admin
7.6
7
8.2
2,945
Quality of Support
8.4
18
8.4
4,499
Has the product been a good partner in doing business?
8.7
5
8.4
2,869
Product Direction (% positive)
8.6
17
7.9
4,465
Features by Category
Ticket and Case Management
8.8
8
|
Verified
8.8
2267
|
Verified
9.0
8
|
Verified
8.7
2283
|
Verified
9.4
8
|
Verified
8.5
2208
|
Verified
9.3
7
|
Verified
8.4
2055
|
Verified
9.0
7
|
Verified
8.1
1643
|
Verified
9.2
8
8.4
2120
|
Verified
9.3
7
|
Verified
8.6
2107
|
Verified
9.2
8
|
Verified
8.2
1574
|
Verified
Generative AI
Not enough data
7.3
137
Not enough data
7.2
140
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.8
8
|
Verified
8.4
1785
|
Verified
9.2
8
8.8
2031
|
Verified
8.8
7
|
Verified
8.4
1449
|
Verified
8.3
8
8.0
1154
|
Verified
9.0
8
|
Verified
8.1
1038
|
Verified
Platform
9.0
5
7.7
1127
|
Verified
9.3
5
|
Verified
8.0
1495
|
Verified
9.2
6
|
Verified
8.2
1695
|
Verified
8.3
6
|
Verified
8.1
1486
|
Verified
8.5
8
|
Verified
7.8
2085
|
Verified
8.8
8
|
Verified
7.9
2154
|
Verified
Administration
Not enough data
8.4
193
|
Verified
Not enough data
7.9
174
|
Verified
Not enough data
8.3
221
|
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
186
|
Verified
Not enough data
8.4
187
|
Verified
Not enough data
8.3
176
|
Verified
Not enough data
8.0
136
|
Verified
Not enough data
8.2
129
Functionality
Not enough data
9.0
201
|
Verified
Not enough data
8.5
165
Not enough data
8.4
173
|
Verified
Not enough data
8.6
183
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
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
Administration
Not enough data
8.1
581
Not enough data
7.9
562
Not enough data
8.2
624
Knowledge Management
Not enough data
8.6
765
Not enough data
8.2
615
Not enough data
7.8
667
Compliance
Not enough data
8.3
545
Not enough data
8.2
507
Not enough data
8.2
510
Not enough data
8.0
482
Customer Support
Not enough data
8.0
626
Not enough data
7.8
602
Not enough data
7.8
437
Data Security
Not enough data
8.1
450
Not enough data
8.1
452
Not enough data
8.3
543
Not enough data
8.5
489
Administration
Not enough data
8.2
636
Not enough data
8.3
747
Not enough data
8.6
751
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.3
600
Not enough data
8.3
595
Not enough data
8.3
566
Reporting
Not enough data
8.3
525
Not enough data
7.9
499
Not enough data
8.1
579
Generative AI
Not enough data
7.1
118
Not enough data
7.0
117
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
405
Not enough data
8.0
402
Not enough data
8.3
389
Not enough data
8.1
387
Not enough data
8.1
295
Platform
Not enough data
8.6
409
Not enough data
8.2
406
Not enough data
8.2
402
Not enough data
8.2
402
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
394
Generative AI
Not enough data
8.1
53
Not enough data
7.9
52
Conversational Platform
Not enough data
8.1
774
Not enough data
8.2
633
Not enough data
8.1
600
Not enough data
8.1
667
Support Automation
Not enough data
8.1
635
Not enough data
8.2
678
Not enough data
8.4
631
Not enough data
8.0
709
Generative AI
Not enough data
7.6
125
Not enough data
7.7
125
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
78
Not enough data
8.4
86
Administration
Not enough data
8.1
92
Not enough data
8.9
140
Not enough data
8.2
97
Not enough data
8.4
129
Customer Support
Not enough data
7.4
28
Not enough data
6.4
23
Not enough data
7.6
28
Automation
Not enough data
7.6
27
Not enough data
8.3
27
Not enough data
7.7
28
Artificial Intelligence
Not enough data
7.3
28
Not enough data
7.2
29
Not enough data
7.1
29
Generative AI
Not enough data
Feature Not Available
Not enough data
7.5
79
Not enough data
Feature Not Available
Communication
Not enough data
8.6
797
|
Verified
Not enough data
8.4
815
|
Verified
Not enough data
8.0
572
Not enough data
8.4
593
|
Verified
Not enough data
7.9
373
Internal Use
9.3
5
|
Verified
8.0
1495
|
Verified
Not enough data
8.4
705
|
Verified
Not enough data
8.0
506
Not enough data
8.4
753
Not enough data
8.6
680
|
Verified
Not enough data
8.2
707
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
9.0
14
8.5
1426
8.5
12
8.4
1363
8.5
11
8.0
954
9.0
5
7.7
577
9.0
5
7.9
709
Self-Service Platform
8.9
6
8.2
757
9.4
6
8.2
772
9.4
6
7.6
589
8.6
6
8.1
735
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
6.7(won by default)
41
Not enough data
6.7(won by default)
42
Process
Not enough data
8.4(won by default)
527
Not enough data
9.0(won by default)
703
Not enough data
8.8(won by default)
652
Channels
Not enough data
9.0(won by default)
702
Not enough data
8.3(won by default)
548
Not enough data
8.7(won by default)
526
Not enough data
8.2(won by default)
448
Not enough data
8.3(won by default)
384
Insight
Not enough data
8.1(won by default)
502
Not enough data
8.3(won by default)
613
Not enough data
8.4(won by default)
525
Not enough data
8.7(won by default)
632
Generative AI
Not enough data
7.5
52
Not enough data
7.5
51
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Ticket Management - AI IT Agents
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
IT Support Automation - AI IT Agents
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
Conversational AI - Conversational Commerce Platforms
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
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
Not enough data
Not enough data
Agentic AI - Google Workspace for Sales
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
Agentic AI - Genesys AppFoundry Marketplace
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
Customer Query Resolution - AI Customer Support Agents
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
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
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
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 Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Complaint Management, Customer Service Automation, Contact Center Knowledge Base, AI IT Agents, Genesys AppFoundry Marketplace, IT Service Management (ITSM) Tools, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, and Proactive Notification
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
4.9%
Consumer Services
4.4%
Other
58.2%
Most Helpful Reviews
Dynamics 365 Customer Service
Most Helpful Favorable Review
Verified User in Banking
Customer Service has now become the topmost priority for any organization for its success and growth. Dynamics 365 Customer Service is one such application that enables an organization to quickly set up / configure/customize it as per their unique needs...
Most Helpful Critical Review
Mark E.
Verified User in Banking
It's not that bad, pretty straight forward. The only thing is that there are a few bugs here and there. I would like it to be more reliable
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...
Verified User in Banking
Customer Service has now become the topmost priority for any organization for its success and growth. Dynamics 365 Customer Service is one such application that enables an organization to quickly set up / configure/customize it as per their unique needs...
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...
Mark E.
Verified User in Banking
It's not that bad, pretty straight forward. The only thing is that there are a few bugs here and there. I would like it to be more reliable
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
Zendesk is a popular customer service platform known for its user-friendly interface and robust features. It is generally well-regarded for its ability to streamline customer support processes, offering tools for ticketing, live chat, and customer engagement. However, its effectiveness can vary depending on the specific needs and size of a business. It's recommended to evaluate its features against your requirements to determine if it's a good fit for you.
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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