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."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."
"The initial setup isn't too difficult."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"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."
"The platform is easy to use."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"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."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"It is a scalable platform."
"The product provides communication features like chats and calls."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The ticketing feature is very easy to use, compared to other systems."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"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."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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."
"It needs to be easier to share tickets between users who need to work together."
"ConnectWise PSA’s graphical interface is a little old."
"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."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"Zoho Desk lacks lookup fields for the layouts."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"There is room for improvement with the pricing."
"It could be easier to link Zoho Desk and Outlook."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
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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