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Microsoft Dynamics 365 Chat vs Zendesk

Microsoft Dynamics 365 Chat logo

Microsoft Dynamics 365 Chat

Live Chat

Omnichannel chat solution integrated with Microsoft ecosystem

From
On request
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

Customer Support

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Microsoft Dynamics 365 Chat specific pricing not disclosed on product page; Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • They diverge on capability: Microsoft Dynamics 365 Chat covers Omnichannel messaging, Zendesk covers Ticket management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Microsoft Dynamics 365 Chat and Zendesk actually diverge.

Attributes where Microsoft Dynamics 365 Chat and Zendesk differ
AttributeMicrosoft Dynamics 365 ChatZendesk
Starting priceOn request$19/month
PlatformsWeb, Mobile app, IOS, AndroidWeb
CategoryLive ChatCustomer Support
Founded19752007

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Microsoft Dynamics 365 Chat

  • Omnichannel messaging
  • Email support
  • Social media integration
  • Outlook
  • Teams
  • 365
  • Power BI
  • Web support

Only in Zendesk

  • Ticket management
  • Omnichannel support
  • Knowledge base
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction
  • Slack

Both cover

  • Live chat

What people use each for

The jobs each tool is most often brought in to do.

Microsoft Dynamics 365 Chat

  • Customer service omnichannel communicationnot Zendesk
  • Multi-channel customer engagementnot Zendesk
  • AI-powered customer conversationsnot Zendesk
  • Enterprise customer service automationnot Zendesk

Zendesk

  • Help desk and ticketing system managementnot Microsoft Dynamics 365 Chat
  • Omnichannel customer supportnot Microsoft Dynamics 365 Chat
  • Knowledge base and self-service portalsnot Microsoft Dynamics 365 Chat
  • AI-assisted customer servicenot Microsoft Dynamics 365 Chat

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Microsoft Dynamics 365 Chat

  • Specific pricing not disclosed on product page
  • Directs users to separate pricing overview page for details
  • Requires contacting sales for custom quotes and pricing

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

Pricing, plan by plan

Microsoft Dynamics 365 Chat

On request
  • Customer Service Professional$100/month
    • Basic chat
    • Ticketing
  • Customer Service Enterprise$200/month
    • Advanced omnichannel
    • AI integration
  • Premium$undefined/month
    • Custom solutions
    • Dedicated support

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Which should you pick?

Choose Microsoft Dynamics 365 Chat if

  • You need omnichannel messaging.
  • You work on Web, Mobile app, IOS, Android.
  • You also want email support.
Microsoft Dynamics 365 Chat review

Choose Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Questions people ask

Is Microsoft Dynamics 365 Chat or Zendesk better?
Neither clearly leads. Microsoft Dynamics 365 Chat starts at On request and Zendesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Microsoft Dynamics 365 Chat or Zendesk?
Microsoft Dynamics 365 Chat starts at On request and Zendesk at $19/month.
Does Microsoft Dynamics 365 Chat or Zendesk run on more platforms?
Microsoft Dynamics 365 Chat runs on Web, Mobile app, IOS, Android. Zendesk runs on Web.
What is Microsoft Dynamics 365 Chat best used for?
Microsoft Dynamics 365 Chat is most often used for customer service omnichannel communication, multi-channel customer engagement, ai-powered customer conversations, enterprise customer service automation. Of those, customer service omnichannel communication and multi-channel customer engagement are not what Zendesk is typically brought in for.
What can Microsoft Dynamics 365 Chat do that Zendesk cannot?
Microsoft Dynamics 365 Chat covers Omnichannel messaging, Email support, Social media integration, Outlook. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Call center. Both handle Live chat.

Answered from the vendors’ own pages

Microsoft Dynamics 365 Chat: How much does Microsoft Dynamics 365 Chat cost?

Specific pricing for Dynamics 365 Chat is not published on the product page. Pricing information is available on Microsoft's separate Dynamics 365 pricing overview page, with custom quotes available through sales contact.

Source
Zendesk: What is included in the free trial?

You'll have access to all features on the Zendesk Customer Service Suite Professional plan for 14 days, with Copilot included by default.

Source
Microsoft Dynamics 365 Chat: Is there a free trial for Dynamics 365 Chat?

Microsoft Dynamics 365 offers free trials that users can request directly from the product page. Exact trial duration and terms are determined during the trial request process.

Source
Zendesk: How is Zendesk pricing calculated?

Base subscription pricing is determined by your selected plan tier and the number of agent seats needed. Additional costs include usage-based features like App Builder and Voice, plus optional add-ons.

Source
Microsoft Dynamics 365 Chat: Can I compare Dynamics 365 Chat plans and pricing?

Microsoft provides plan and pricing comparison on their dedicated pricing overview page. Users should visit the Dynamics 365 pricing section to see available plans, features, and pricing tiers before contacting sales.

Source
Zendesk: What are the contract terms?

Zendesk subscriptions are month to month, annual, or multi-year. Annual billing typically costs less than monthly payments.

Source
Zendesk: Can I upgrade or downgrade my plan?

Yes, changes may apply immediately or at renewal depending on your subscription terms.

Source
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