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."Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The digital workplace is appealing."
"It's one of the top solutions on the market for ITSM capabilities."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"We have seen year over year customer satisfaction improvement for the last five years."
"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."
"I like the single sign-on and that administrators can customize."
"The product's initial setup phase was easy."
"The product is quite stable."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"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."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The ticketing feature is very easy to use, compared to other systems."
"The solution doesn't have any bugs."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The product has a lot of features."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"The dashboard can be better."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"Needs less infrastructure requirements."
"BMC Helix ITSM should improve its price."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"There is room for improvement in terms of integration."
"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."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"There is room for improvement with the pricing."
"The solution could improve its stability and scalability."
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.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.