We performed a comparison between ConnectWise PSA 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 initial setup isn't too difficult."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The platform is easy to use."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"It's a nice ticketing system."
"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 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 solution doesn't have any bugs."
"The product is quite 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 highly scalable solution. You can easily add more users through the portal within seconds."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The ticketing feature is very easy to use, compared to other systems."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"ConnectWise PSA’s graphical interface is a little old."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"It needs to be easier to share tickets between users who need to work together."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"The tracking inventory or the way it tracks the products is not very good."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"As per customer requirements, it may have some limitations."
"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."
"The solution needs to have more customization on alerts and notifications."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The solution should provide an option to autofill some values while creating tickets."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"It could be easier to link Zoho Desk and Outlook."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. ConnectWise PSA is rated 8.2, while Zoho Desk is rated 8.4. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". 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". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management and ManageEngine ServiceDesk Plus, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Zendesk. See our ConnectWise PSA vs. Zoho Desk report.
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