BMC FootPrints Service Core vs Zoho Desk comparison

BMC and Zoho are both solutions in the Help Desk Software category. BMC is ranked #34, while Zoho is ranked #5 with an average rating of 8.2. BMC holds a 0.7% mindshare in HDS, compared to Zoho’s 2.9% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

281 Views
22 Comparison Views

90% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,251 Views
238 Comparison Views

90% willing to recommend

BMC FootPrints Service Core

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

BMC FootPrints Service Core and Zoho Desk compete in the service management market. Zoho Desk has the upper hand due to its comprehensive features and perceived value against its price point.

Features: BMC FootPrints Service Core is notable for robust customization capabilities, workflow automation, and integration with IT infrastructures. Zoho Desk offers multi-channel support features, seamless third-party integrations, and a user-friendly knowledge base.

Room for Improvement: BMC FootPrints could enhance its ease of use, modernize its interface, and offer more flexible pricing models. Zoho Desk might improve its support for complex IT environments, advance workflow customization, and offer more in-depth reporting tools.

Ease of Deployment and Customer Service: BMC FootPrints provides a tailored deployment suited for specific IT operations with comprehensive customer support. Zoho Desk offers rapid cloud deployment and accessible customer service, appealing to businesses looking for quick implementation.

Pricing and ROI: BMC FootPrints Service Core involves higher setup costs, justified by its customization options, providing long-term operational ROI. Zoho Desk features a more budget-friendly initial investment with quicker ROI due to its scalable pricing models and functional benefits.

To learn more, read our detailed BMC FootPrints Service Core vs. Zoho Desk Report (Updated: June 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Zoho Desk

June 2025

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Helped 858,649 peers since 2012

Review summaries and opinions

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

Categories and Ranking

BMC FootPrints Service Core

Ranking in Help Desk Software

34th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (30th)

Zoho Desk

Ranking in Help Desk Software

5th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 0.7%, up from 0.3% compared to the previous year. The mindshare of Zoho Desk is 2.9%, up from 2.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

reviewer1765752

System Engineer at a manufacturing company with 51-200 employees

A flexible, comprehensive, integrated IT service and asset management platform with good technical support

We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, and ERP. We also use it to manage our facility. So, we do some work orders and also use it as an extra ticketing system Technical support is good. It would be better if it were more…

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Quotes from Members

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

Pros

"It is stable and its technical support is good and quick."

"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."

"Technical support is good."

"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."

"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."

"The discovery feature is very flexible."

"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."

"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

More BMC FootPrints Service Core pros

"The ticketing feature is very easy to use, compared to other systems."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"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."

"The product is quite stable."

"The product provides communication features like chats and calls."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

More Zoho Desk pros

Cons

"The mobile version of this product does not support asset management."

"The pricing could be a little lower and the product should cover more iTel versions."

"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."

"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."

"It would be nice if they added the ability to go directly to a form via a deep link URL."

"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."

"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."

"The workflow should be made to be more user-friendly. It should also have more granular scalability."

More BMC FootPrints Service Core cons

"It could be easier to link Zoho Desk and Outlook."

"Sometimes, the solution has some email issues in a new data center."

"The solution could improve its stability and scalability."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"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."

More Zoho Desk cons

Pricing and Cost Advice

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"This solution has good pricing."

"The licensing for FootPrints is a perpetual license with an annual support fee."

"Our costs are well over $250,000."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"The solution costs INR 8400 per user."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"The product costs $10 to $25 per user per month."

"Zoho Desk's cost is pretty much okay."

"Zoho Desk's pricing is more flexible."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

14%

Government

14%

Educational Organization

10%

Healthcare Company

10%

Educational Organization

35%

Computer Software Company

14%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

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What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

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What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

May 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Zoho Desk

May 2025

Download Zoho Desk product report

Also Known As

FootPrints Service Core

No data available

Overview

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

BMC

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.

Zoho

Sample Customers

Cast & Crew

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

BMC FootPrints Service Core vs. Zoho Desk

June 2025

Free Report: BMC FootPrints Service Core vs. Zoho Desk

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