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."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."
"The initial setup isn't too difficult."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"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."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The product has been pretty stable so far."
"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 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 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."
"It is a scalable platform."
"The ticketing feature is very easy to use, compared to other systems."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"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 integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"The speed could be better, and the reporting could be a lot better."
"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."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"The custom reporting needs to be improved."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"ConnectWise PSA’s graphical interface is a little old."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"The solution could improve its stability and scalability."
"Zoho Desk needs to be enhanced to support IT service management policies."
"There is room for improvement with the pricing."
"It could be easier to link Zoho Desk and Outlook."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"As per customer requirements, it may have some limitations."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Zoho Desk is ranked 7th 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 and ManageEngine ServiceDesk Plus, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Zendesk. See our ConnectWise PSA vs. Zoho Desk report.
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