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 #30, while Zoho is ranked #9 with an average rating of 7.7. BMC Helix holds a 1.4% mindshare in HDS, compared to Zoho’s 2.4% 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

734 Views
558 Comparison Views

90% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,271 Views
1,157 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: December 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Zoho Desk

December 2025

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Helped 879,259 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

30th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (29th)

Zoho Desk

Ranking in Help Desk Software

9th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th)

Mindshare comparison

As of December 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 1.4%, up from 0.5% compared to the previous year. The mindshare of Zoho Desk is 2.4%, down from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Zoho Desk	2.4%
BMC FootPrints Service Core	1.4%
Other	96.2%

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

"Ability to auto-generate email messages, process email messages, and approvals."

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

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

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

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

"The discovery feature is very flexible."

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

More BMC FootPrints Service Core pros

"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 product has a lot of features."

"Overall, I consider Zoho CRM to be one of the best CRMs in the market today."

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

"The solution doesn't have any bugs."

"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."

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

More Zoho Desk pros

Cons

"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."

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

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

"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."

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

More BMC FootPrints Service Core cons

"The solution should provide an option to autofill some values while creating tickets."

"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."

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

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

"The solution could improve its stability and scalability."

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

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

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."

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

"This solution has good pricing."

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

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

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

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

"Zoho Desk is a cost-effective solution."

"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)."

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

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

13%

Insurance Company

Government

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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Zendesk vs BMC FootPrints Service Core

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

December 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Zoho Desk

December 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 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

December 2025

Free Report: BMC FootPrints Service Core vs. Zoho Desk

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