Dynamics 365 Sales vs Zendesk comparison

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Dynamics 365 Sales

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Executive SummaryUpdated on Dec 19, 2024

Zendesk and Dynamics 365 Sales are two prominent tools competing in the customer relationship management category. Zendesk holds the upper hand in user-friendliness and channel support, while Dynamics 365 Sales leads in integration within Microsoft's ecosystem.

Features: Zendesk offers strong ticketing, integration capabilities, and customizability, supporting diverse channels like social media and email. Its reporting, analytics, and workflow segmentation are notable strengths. Dynamics 365 Sales is recognized for its CRM capabilities, seamless integration with Microsoft products, and comprehensive ERP functionalities, providing extensive sales automation tools and unified data management.

Room for Improvement: Zendesk could enhance ticket management and reporting for better efficiency and user experience. Streamlining customization options would reduce complexity. Dynamics 365 Sales would benefit from improved reporting and integration capabilities beyond the Microsoft 365 environment. Both platforms face pricing and complexity concerns; Zendesk may need user interface and ticket automation enhancements, while Dynamics 365 could improve its AI integration and cost-effectiveness.

Ease of Deployment and Customer Service: Zendesk provides flexible deployment options, including hybrid and public cloud environments, generally offering a positive customer service experience despite occasional documentation reliance. Dynamics 365 Sales offers flexibility with multiple cloud deployments and a customer service approach aligning with corporate standards, sometimes necessitating intermediary support.

Pricing and ROI: Zendesk users find its pricing high, particularly for enterprise features, affecting ROI assessments. The segmented licensing adds to complexity in cost management, though Zendesk improves productivity and reduces operational costs. Dynamics 365 Sales has moderate pricing compared to competitors like SAP, but costs are high in certain regions. Its integration advantages are appreciated in Microsoft-centric businesses, despite lacking specific ROI figures.

To learn more, read our detailed Dynamics 365 Sales vs. Zendesk Report (Updated: July 2025).

Dynamics 365 Sales vs. Zendesk

July 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

ROI

Sentiment score

8.2

Dynamics 365 Sales improved productivity, achieved ROI in 18 months, and enhanced reporting and forecasting capabilities with proper usage.

Sentiment score

6.7

Zendesk enhances organizational efficiency and productivity, reducing costs despite licensing fees, with varied but significant financial benefits.

Our company reached the return on investment in just one and a half years after implementation, with improvements in productivity, efficiency, and overall outcomes.

VP Sales at Zelite Solution

Every solution claims to save time, money, and provide productivity savings.

For more quotes and insights, download the Dynamics 365 Sales report

Senior Manager at PwC

No quotes available

For more quotes and insights, download the Zendesk report

Customer Service

Sentiment score

7.3

Dynamics 365 Sales support is praised for response speed but faces criticism for ticket creation and timely assistance issues.

Sentiment score

6.3

Zendesk excels in responsiveness and issue resolution, though reliance on documentation may delay human support replies.

My experience with them has been positive; they are always available to help when challenges arise during implementation.

For more quotes and insights, download the Dynamics 365 Sales report

VP Sales at Zelite Solution

The overall technical support of Microsoft deserves a rating of 10 out of 10.

Saurav Goswami

Sr. Manager, TMT Business Consulting (Focused on B2B Tech Product cos.) at IIM Lucknow Alumni Association

The technical support provided by Zendesk has been very satisfactory.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

Scalability Issues

Sentiment score

7.5

Dynamics 365 Sales scales efficiently for various user bases, though large data movements face API-related throughput challenges.

Sentiment score

7.4

Zendesk scales well for various team sizes; praised for customization, integration, though challenges include data backup and departmental customization.

Dynamics 365 Sales is more scalable compared to Salesforce.

For more quotes and insights, download the Dynamics 365 Sales report

VP Sales at Zelite Solution

We have a global deployment across our organization in approximately 180 countries through Microsoft Azure cloud.

Saurav Goswami

Sr. Manager, TMT Business Consulting (Focused on B2B Tech Product cos.) at IIM Lucknow Alumni Association

Because of the API limits, the throughput is not good.

F CHA

Senior Achitect at a tech services company with 1,001-5,000 employees

Zendesk can scale from very small companies to very large ones.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

The scalability of Zendesk is still in the same range as Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

Stability Issues

Sentiment score

8.6

Dynamics 365 Sales is praised for stability and reliability, with users noting minimal issues and efficient critical information access.

Sentiment score

7.7

Zendesk is stable and reliable, despite occasional outages, making it ideal for small businesses and startups globally.

I usually do not face any bugs and would give it a high rating.

reviewer1398846

Digital Transformation Advisor at a consultancy with 11-50 employees

Its stability rate is 99.9998%, which is crucial as any instability could disrupt access to vital information.

VP Sales at Zelite Solution

It is definitely stable and scalable.

For more quotes and insights, download the Dynamics 365 Sales report

Senior Manager at PwC

The stability has been quite reliable.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Room For Improvement

Dynamics 365 Sales struggles with usability and integration, needing enhancements in AI, tutorials, and streamlined features for better performance.

Zendesk users face challenges with interface clumsiness, slow performance, customization, integration, and pricing, affecting overall usability and efficiency.

They advise about using Power Automate, but it is not suitable for large scale operations.

F CHA

Senior Achitect at a tech services company with 1,001-5,000 employees

If Microsoft could provide direct integration, it would better support customers, especially in the Indian market.

VP Sales at Zelite Solution

The biggest challenge that people had was the simplicity that something like Salesforce offers, which Dynamics 365 Sales didn't really have.

For more quotes and insights, download the Dynamics 365 Sales report

Senior Manager at PwC

There could be improvements in integration, which can be achieved with APIs or tools like Zapier.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Setup Cost

Dynamics 365 Sales offers robust features, generally priced at $150 monthly, with discounts, preferred by SMEs despite regional cost challenges.

Zendesk pricing varies, perceived as high, but offers value and flexibility; negotiation advised for larger teams to optimize costs.

It is affordable, and what I've seen is a lot of SME customers, small and medium enterprises, tend to go with Dynamics 365 Sales over anything else, which indicates that it's more affordable than some other solutions in the market.

Senior Manager at PwC

The list price is $150 per user per month, though my company pays $105 per user per month for 20 users.

For more quotes and insights, download the Dynamics 365 Sales report

VP Sales at Zelite Solution

It is not the cheapest solution nor the most expensive, but it provides value for money.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Valuable Features

Dynamics 365 Sales offers robust lead management, Microsoft integration, automation, AI insights, customization, and enhances productivity with third-party flexibility.

Zendesk offers user-friendly integration, robust features, and valuable tools, enhancing efficiency and streamlining customer support processes effectively.

In SAP, filling 20 fields required visiting 10 different pages sequentially, whereas now everything can be done on a single page.

Saurav Goswami

Sr. Manager, TMT Business Consulting (Focused on B2B Tech Product cos.) at IIM Lucknow Alumni Association

This CRM system is more scalable than Salesforce, and its stability rate is 99.9998%.

VP Sales at Zelite Solution

A lot of customers are asking for integration with CoPilot, which is probably the biggest feature of all.

For more quotes and insights, download the Dynamics 365 Sales report

Senior Manager at PwC

It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

The benefits I have seen from using Zendesk include faster response times.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

Categories and Ranking

Dynamics 365 Sales

Ranking in CRM

12th

Average Rating

8.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in CRM

24th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), Help Desk Software (11th), IT Service Management (ITSM) (11th), Sales Force Automation (11th), Reporting (19th), Knowledge Management Software (4th), Community Platforms (3rd)

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Dynamics 365 Sales is 0.5%, up from 0.3% compared to the previous year. The mindshare of Zendesk is 1.5%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

IlyasAhmad

Manager IT infrastrcture at Sapphire Group

A versatile and scalable CRM solution that streamlines business processes with its user-friendly interface and seamless integration with Microsoft platforms

The support they provide is quite commendable. When I was exploring various features of Office 365, being relatively new to it, I encountered a few challenges. Upon raising a support ticket on the Microsoft platform, I not only received prompt emails but also phone calls and engaging sessions. The Microsoft support engineers proved to be very helpful, and I appreciated their structured escalation metrics. Starting with basic assistance, they escalate the ticket to senior technicians if needed, ensuring comprehensive problem resolution. Another notable aspect is the abundance of Microsoft support resources, including videos, articles, and documentation, providing ample guidance for users. The support system offers a wealth of information, making it a valuable resource for problem-solving. I would rate it nine out of ten.

Read full review

Automating customer support with advanced AI capabilities and seamless communication

CEO at Etcetera Networks

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.

Read full review

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

22%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Dynamics 365 Sales?

It integrates well with other Microsoft products, enhancing sales workflow.

What needs improvement with Dynamics 365 Sales?

Beyond what Dynamics 365 Sales currently provides, any improvement would require a combination of processes, changes, and user behavior modifications on our side coupled with the product. The produ...

What is your primary use case for Dynamics 365 Sales?

Our organization uses Dynamics 365 Sales for global sales collaboration. Previously, CRM was being treated as Outlook, with everyone in the organization receiving it by default regardless of necess...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

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Product Reports

Download Dynamics 365 Sales product report

Dynamics 365 Sales

August 2025

Download Zendesk product report

July 2025

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Dynamics 365 Sales empowers teams with capabilities in lead management, scheduling, and workflow organization. Its Office 365 integration and comprehensive ERP features enhance productivity and control.

Dynamics 365 Sales offers powerful tools for managing leads and customer interactions. Its integration with third-party apps and REST APIs simplifies workflows, providing comprehensive visibility and reliable performance. Teams benefit from its robust documentation and Power Platform compatibility, enhancing productivity with flexible pricing and a user-friendly interface. Despite some complexities, improvements in Outlook integration, AI features, and affordability are areas for enhancement.

What are the key features of Dynamics 365 Sales?

Lead Management: Simplifies tracking and organizing potential sales opportunities.
Office 365 Integration: Seamlessly works with Office applications for increased efficiency.
Customization Options: Allows for tailored solutions to meet business processes.
Third-party Integration: Connects with external apps to streamline operations.
Power Platform Compatibility: Enhances development and functionality.

What benefits should users expect from Dynamics 365 Sales?

Increased Productivity: Enhances efficiency with streamlined workflows and tools.
Enhanced Visibility: Provides comprehensive insights into sales activities.
Reliable Performance: Offers stability with robust platform support.
Cost-effectiveness: Flexible pricing options cater to varying business needs.
Improved Collaboration: Facilitates teamwork through seamless integrations.

Companies in industries like retail and sales management implement Dynamics 365 Sales to track opportunities and manage customer interactions. It helps in generating customized offers, managing orders, and supports sales reporting and CRM capabilities. Teams utilize it for sales management, lead follow-ups, and aligning targets with objectives, making it essential for daily operations.

Microsoft

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Information Not Available

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber