Compare SCSM vs. Zoho Desk

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SCSM Logo
Read 11 SCSM reviews.
2,905 views|1,634 comparisons
Zoho Desk Logo
449 views|395 comparisons
Most Helpful Review
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: June 2021.
511,607 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.""This solution is easy to use.""The call logging is the solution's most valuable feature. It's very easy to use.""The solution is quite easy to integrate with other Microsoft products.""A very convenient package like an all-in-one tool but it is actually five or six products acting well together.""SCSM is easy to learn because all of the material, including training videos, can be found online.""Many more features than other comparable products.""The most requested feature from our customers is the helpdesk ticketing system."

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"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."

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Cons
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow.""Mobile application integration would be an improvement.""The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.""It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management.""Resources for understanding compliance and relative compliance need to be made available.""Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration.""They need more integration with open-source products.""The user interface needs to be improved."

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"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough.""I would like to have integrated support, and integration between the ticketing tool and the project management tool."

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Pricing and Cost Advice
"Licensing can be complex and confusing.""The price should be lower."

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"For what it does, it's quite cheap."

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Questions from the Community
Top Answer: The reporting is very good.
Top Answer: It is an amazing solution but the pricing could be improved to be a little more competitive.
Top Answer: I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
Top Answer: 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.
Top Answer: In terms of pricing, Zoho is economical. They offer a fair price. You can pay either on a monthly or yearly subscription.
Top Answer: Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough.
Ranking
6th
out of 56 in Help Desk Software
Views
2,905
Comparisons
1,634
Reviews
11
Average Words per Review
757
Rating
6.6
24th
out of 56 in Help Desk Software
Views
449
Comparisons
395
Reviews
1
Average Words per Review
348
Rating
8.0
Popular Comparisons
Also Known As
System Center Service Manager
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Overview
System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Offer
Learn more about SCSM
Learn more about Zoho Desk
Sample Customers
Fibabanka, UMC Health System
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Top Industries
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider14%
Government14%
Educational Organization5%
No Data Available
Company Size
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
No Data Available
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: June 2021.
511,607 professionals have used our research since 2012.

SCSM is ranked 6th in Help Desk Software with 11 reviews while Zoho Desk is ranked 24th in Help Desk Software with 2 reviews. SCSM is rated 6.6, while Zoho Desk is rated 8.6. The top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". On the other hand, the top reviewer of Zoho Desk writes "Cloud-based, easy to use, and inexpensive". SCSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support and Device42, whereas Zoho Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow and Zendesk Guide.

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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.