Microsoft SCSM and Zoho Desk compete in the IT service management category. Zoho Desk appears to have the upper hand due to its user-friendly interface and broad customization options, in contrast to SCSM's stronger integration within the Microsoft ecosystem.
Features: Microsoft SCSM stands out for its robust integration capabilities within the Microsoft ecosystem, efficient automation of ticketing and incident management, and a strong activity management module. Zoho Desk is favored for its ability to capture customer interactions across multiple channels, user-friendly and customizable interface, and flexible automation with broad third-party application integration.
Room for Improvement: Microsoft SCSM struggles with mobility, customization, and integration challenges with non-Microsoft solutions, with a need to improve its self-service portal. Zoho Desk lacks advanced IT service management features, customizable email responses, and enhancements in night mode and lookup functionalities.
Ease of Deployment and Customer Service: SCSM's on-premises deployment can be complex compared to Zoho Desk's straightforward cloud and hybrid solutions. Zoho Desk benefits from easy deployment and responsive support, while SCSM may need more support due to its on-premises nature but offers strong technical support.
Pricing and ROI: SCSM's complex licensing model and need for add-ons make it more expensive, but it offers high ROI when fully utilized. Zoho Desk's subscription-based pricing is economical for startups and offers flexibility and scalability, often making it the more cost-effective choice.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
Response times are slow, and engineers often lack the necessary product knowledge.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
From an admin point of view, Intune has more features and is easier to manage.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
SCCM provides remote tool functionality, which is not in Intune.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
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.
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.
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