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.
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is quite scalable."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The product is quite stable."
"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 ticketing feature is very easy to use, compared to other systems."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"I have found SCSM not adequate enough to carry out some functions."
"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."
"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."
"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."
"Zoho Desk needs to be enhanced to support IT service management policies."
SCSM is ranked 11th in Help Desk Software with 5 reviews while Zoho Desk is ranked 25th in Help Desk Software with 3 reviews. SCSM is rated 7.6, while Zoho Desk is rated 7.6. The top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". On the other hand, the top reviewer of Zoho Desk writes "Easy to set up and available anywhere but support needs to be better". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Clarity SM, JIRA Service Management and Freshservice, whereas Zoho Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, ServiceNow, Freshdesk and Zendesk Support. See our SCSM vs. Zoho Desk report.
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