BMC FootPrints Service Core vs Zoho Desk comparison

BMC Helix and Zoho are both solutions in the Help Desk Software category. BMC Helix is ranked #29, while Zoho is ranked #10 with an average rating of 7.7. BMC Helix holds a 1.5% mindshare in HDS, compared to Zoho’s 1.9% mindshare. Additionally, 90% of BMC Helix 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

1,125 Views
866 Comparison Views

90% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,585 Views
1,411 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: March 2026).

Buyer's Guide

BMC FootPrints Service Core vs. Zoho Desk

March 2026

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Helped 884,976 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

29th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (28th)

Zoho Desk

Ranking in Help Desk Software

10th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th)

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 1.5%, up from 0.6% compared to the previous year. The mindshare of Zoho Desk is 1.9%, down from 2.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Zoho Desk	1.9%
BMC FootPrints Service Core	1.5%
Other	96.6%

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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JoseJunior3

Advisor at a tech services company with 11-50 employees

Efficient integration enhances customer insights and communication

The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

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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

"This product solidly handles incident management, problem management, and change management."

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

"Technical support is good."

"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."

"We can track issues easier and run reports on issues to see if there are patterns."

"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."

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

More BMC FootPrints Service Core pros

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

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

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

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

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

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

"The product has a lot of features."

"The solution doesn't have any bugs."

More Zoho Desk pros

Cons

"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."

"We need more customizable reporting functionality."

"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."

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

"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."

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

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

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

More BMC FootPrints Service Core cons

"As per customer requirements, it may have some limitations."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"The solution could improve its stability and scalability."

"Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers."

"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."

More Zoho Desk cons

Pricing and Cost Advice

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

"This solution has good pricing."

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

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

"Zoho Desk's pricing is more flexible."

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

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

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

"Price-wise, Zoho Desk is about 35 USD a month per user."

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

"The solution costs INR 8400 per user."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

13%

Computer Software Company

Insurance Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	1
Large Enterprise	5

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

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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Comparisons

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BMC Helix ITSM vs BMC FootPrints Service Core

Compared 12% of the time

Zendesk vs BMC FootPrints Service Core

Compared 6% of the time

SymphonyAI IT Service Management vs BMC FootPrints Service Core

Compared 3% of the time

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Compared 16% of the time

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Freshdesk vs Zoho Desk

Compared 10% of the time

Spiceworks vs Zoho Desk

Compared 6% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download BMC FootPrints Service Core product report

Buyer's Guide

Zoho Desk

February 2026

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 Helix

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

March 2026

Free Report: BMC FootPrints Service Core vs. Zoho Desk

Find out what your peers are saying about BMC FootPrints Service Core vs. Zoho Desk and other solutions. Updated: March 2026.

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