Samanage vs Zoho Desk comparison

SolarWinds and Zoho are both solutions in the Help Desk Software category. SolarWinds is ranked #19 with an average rating of 8.0, while Zoho is ranked #8 with an average rating of 8.1. SolarWinds holds a 1.2% mindshare in HDS, compared to Zoho’s 2.9% mindshare. Additionally, 100% of SolarWinds users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Samanage

Read 3 Samanage reviews

359 Views
74 Comparison Views

100% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,148 Views
237 Comparison Views

90% willing to recommend

Samanage

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Samanage and Zoho Desk compete in the help desk software category. Samanage has an edge in pricing and support while Zoho Desk stands out for its extensive feature set.

Features: Samanage offers asset management, intuitive navigation, and efficient IT service management. Zoho Desk provides AI functionalities, multi-channel support, and comprehensive customer service solutions.

Ease of Deployment and Customer Service: Samanage has a straightforward deployment process with dedicated customer support. Zoho Desk requires more training due to advanced features but offers extensive self-service resources that aid in customer adaptation.

Pricing and ROI: Samanage features an attractive pricing model with low setup costs, offering a strong ROI for smaller enterprises prioritizing essential help desk functionalities. Zoho Desk's higher initial cost is offset by a rich feature set, giving higher ROI for businesses needing comprehensive customer interaction management.

To learn more, read our detailed Samanage vs. Zoho Desk Report (Updated: June 2025).

Buyer's Guide

Samanage vs. Zoho Desk

June 2025

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Helped 860,592 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

Samanage

Ranking in Help Desk Software

19th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (14th), IT Service Management (ITSM) (18th), License Management (11th)

Zoho Desk

Ranking in Help Desk Software

8th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of Samanage is 1.2%, up from 0.6% compared to the previous year. The mindshare of Zoho Desk is 2.9%, up from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Moldir Shynggys

Application Security Analyst at a tech services company with 51-200 employees

Great filtering feature and a good analytics dashboard

Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like…

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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

"The solution has a great filtering feature."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

"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 has a lot of features."

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

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

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

"Zoho Desk is very flexible, just like the other applications of Zoho."

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

"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."

More Zoho Desk pros

Cons

"The setting up process is not quite easy. It's quite difficult."

"The system shuts down about once a month which is frustrating."

"There is room for improvement in terms of integration."

"Zoho Desk lacks lookup fields for the layouts."

"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."

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

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

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

"They could enhance the product’s features to customize the automated email responses."

More Zoho Desk cons

Pricing and Cost Advice

"It is expensive."

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

"The solution costs INR 8400 per user."

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

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

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

"Zoho Desk is a cost-effective solution."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Construction Company

18%

Manufacturing Company

10%

Financial Services Firm

10%

Real Estate/Law Firm

Educational Organization

31%

Computer Software Company

14%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Samanage?

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.

See all answers

What needs improvement with Samanage?

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate o...

See all answers

What is your primary use case for Samanage?

I use it for incident recording based on your inventory.

See all answers

What do you like most about Zoho Desk?

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

See all answers

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...

See all answers

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...

See all answers

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JIRA Service Management vs Zoho Desk

Compared 6% of the time

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Product Reports

Buyer's Guide

Help Desk Software

June 2025

Download Samanage product report

Buyer's Guide

Zoho Desk

June 2025

Download Zoho Desk product report

Overview

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

SolarWinds

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

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

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

Buyer's Guide

Samanage vs. Zoho Desk

June 2025

Free Report: Samanage vs. Zoho Desk

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