We performed a comparison between ConnectWise PSA and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"The product has been pretty stable so far."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"It's a nice ticketing system."
"Contains every feature that a VAR or MSP would want."
"The platform is easy to use."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The ticketing feature is very easy to use, compared to other systems."
"The initial setup is easy."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The solution doesn't have any bugs."
"The product provides communication features like chats and calls."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"The tracking inventory or the way it tracks the products is not very good."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"The speed could be better, and the reporting could be a lot better."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"ConnectWise PSA’s graphical interface is a little old."
"Zoho Desk needs to be enhanced to support IT service management policies."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"They could enhance the product’s features to customize the automated email responses."
"As per customer requirements, it may have some limitations."
"There is room for improvement with the pricing."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"The solution should provide an option to autofill some values while creating tickets."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. ConnectWise PSA is rated 8.2, while Zoho Desk is rated 8.4. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk. See our ConnectWise PSA vs. Zoho Desk report.
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