SCSM vs Zoho Desk comparison

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Read 23 SCSM reviews
1,579 views|877 comparisons
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2,158 views|976 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between SCSM 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.
To learn more, read our detailed SCSM vs. Zoho Desk Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It is quite scalable.""The most requested feature from our customers is the helpdesk ticketing system.""I've used SCSM a lot, and its features are valuable.""Many more features than other comparable products.""The most valuable feature is the reporting of incidents.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""The solution is quite easy to integrate with other Microsoft products.""This product has helped our organization by allowing people to connect with each other."

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"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 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 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 most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us.""Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries.""The most valuable feature of Zoho Desk is the parent and child task management feature.""It is a scalable platform.""The product is quite stable."

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Cons
"The configuration could be easier.""The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.""My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy.""It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN.""Once we had an issue with a desktop download that would not open.""Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration.""We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."

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"The solution needs to have more customization on alerts and notifications.""There is room for improvement in terms of integration.""The solution should provide an option to autofill some values while creating tickets.""Zoho Desk lacks lookup fields for the layouts.""There is room for improvement with the pricing.""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 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.""I would like to have integrated support, and integration between the ticketing tool and the project management tool."

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Pricing and Cost Advice
  • "It is a lower price vs. other things on the market."
  • "It is an expensive solution."
  • "Licensing can be complex and confusing."
  • "The price should be lower."
  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • "I would rate the pricing as two out of five."
  • More SCSM Pricing and Cost Advice →

  • "For what it does, it's quite cheap."
  • "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 solution costs INR 8400 per user."
  • "Price-wise, Zoho Desk is about 35 USD a month per user."
  • "The product costs $10 to $25 per user per month."
  • "The solution is relatively cheap. However, there are additional licensing fees involved."
  • "Zoho Desk's pricing is more flexible."
  • "Zoho Desk's cost is pretty much okay."
  • More Zoho Desk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:For any weaknesses in the product, our company's security team maintains the application for our environment. The logs and reporting-related features of the product have certain shortcomings where… more »
    Top Answer:There is room for improvement in terms of integration. I'm looking to have some extensions, like Monday.com or other applications. So that means if people are looking forward to migrating from one… more »
    Ranking
    14th
    out of 59 in Help Desk Software
    Views
    1,579
    Comparisons
    877
    Reviews
    8
    Average Words per Review
    511
    Rating
    7.6
    7th
    out of 59 in Help Desk Software
    Views
    2,158
    Comparisons
    976
    Reviews
    13
    Average Words per Review
    364
    Rating
    8.3
    Comparisons
    ServiceNow logo
    Compared 52% of the time.
    JIRA Service Management logo
    Compared 12% of the time.
    BMC Helix ITSM logo
    Compared 6% of the time.
    BeyondTrust Remote Support logo
    Compared 5% of the time.
    Also Known As
    System Center Service Manager
    Learn More
    Overview
    System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

    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.

    Sample Customers
    Fibabanka, UMC Health System
    Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
    Top Industries
    REVIEWERS
    Financial Services Firm20%
    Computer Software Company10%
    Hospitality Company10%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Government25%
    Computer Software Company10%
    Financial Services Firm9%
    Manufacturing Company9%
    REVIEWERS
    Computer Software Company43%
    Non Tech Company29%
    Outsourcing Company14%
    Transportation Company14%
    VISITORS READING REVIEWS
    Educational Organization57%
    Computer Software Company11%
    Comms Service Provider5%
    Manufacturing Company4%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise21%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise19%
    Large Enterprise66%
    REVIEWERS
    Small Business89%
    Midsize Enterprise6%
    Large Enterprise6%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise60%
    Large Enterprise23%
    Buyer's Guide
    SCSM vs. Zoho Desk
    March 2024
    Find out what your peers are saying about SCSM vs. Zoho Desk and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    SCSM is ranked 14th in Help Desk Software with 23 reviews while Zoho Desk is ranked 7th in Help Desk Software with 16 reviews. SCSM is rated 7.2, while Zoho Desk is rated 8.4. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of Zoho Desk writes "An easy-to-use product that enables organizations to communicate with their customers and resolve their queries efficiently". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice. See our SCSM vs. Zoho Desk report.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.