We performed a comparison between SCSM 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 support from Microsoft is good and we also have local support on the ground in Nigeria."
"The solution offers good productivity at a low price point."
"The call logging is the solution's most valuable feature. It's very easy to use."
"This solution is easy to use."
"It is quite scalable."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The reporting is very good."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"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."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The initial setup is easy."
"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."
"We would like to see a web-based interface that works on mobile devices."
"Once we had an issue with a desktop download that would not open."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The price of this solution is high and it needs to be cheaper."
"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."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"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."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Zoho Desk lacks lookup fields for the layouts."
"The solution could improve its stability and scalability."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"The solution needs to have more customization on alerts and notifications."
"Sometimes, the solution has some email issues in a new data center."
"As per customer requirements, it may have some limitations."
"They could enhance the product’s features to customize the automated email responses."
SCSM is ranked 14th in Help Desk Software with 23 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. SCSM is rated 7.0, while Zoho Desk is rated 8.4. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". 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". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice. See our SCSM vs. Zoho Desk report.
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