We performed a comparison between BMC Helix ITSM 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 solution can scale."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The solution can perform well for large-sized companies."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The product is quite stable."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The product has a lot of features."
"The solution doesn't have any bugs."
"The initial setup is easy."
"The ticketing feature is very easy to use, compared to other systems."
"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."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"The interface is one major complaint about this product."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"Needs less infrastructure requirements."
"Support could be better."
"Zoho Desk needs to be enhanced to support IT service management policies."
"Zoho Desk lacks lookup fields for the layouts."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"There is room for improvement in terms of integration."
"The solution needs to have more customization on alerts and notifications."
"As per customer requirements, it may have some limitations."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. BMC Helix ITSM is rated 8.0, while Zoho Desk is rated 8.4. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". 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". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice. See our BMC Helix ITSM vs. Zoho Desk report.
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