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."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."
"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."
"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."
"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."
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.