We performed a comparison between BMC Helix ITSM 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 versatility and customizability of the product is what I like most."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The solution can scale."
"It provides a good user experience."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The most valuable features are the simplicity and the in-duty features."
"Helix is stable."
"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."
"It is a scalable platform."
"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 the user interface, pricing, and how they customize the solution for us."
"The product is quite stable."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"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."
"BMC Helix ITSM should have an easy-to-use user interface."
"I would also love to see consistency across all consoles."
"The interface isn't that great."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"Log in process is unnecessarily complicated."
"It needs to be more comfortable for the end-user."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"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."
"The solution needs to have more customization on alerts and notifications."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"There is room for improvement in terms of 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."
"The solution could improve its stability and scalability."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. BMC Helix ITSM is rated 8.0, while Zoho Desk is rated 8.4. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". 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". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice. See our BMC Helix ITSM vs. Zoho Desk report.
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