BMC FootPrints Service Core vs Zoho Desk comparison

"It is stable and its technical support is good and quick."

"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."

"Technical support is good."

"This product solidly handles incident management, problem management, and change management."

"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."

"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

"The discovery feature is very flexible."

"We can track issues easier and run reports on issues to see if there are patterns."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

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

"The product provides communication features like chats and calls."

"The product is quite stable."

"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 tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

"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."

"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."

"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."

"The mobile version of this product does not support asset management."

"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

"The pricing could be a little lower and the product should cover more iTel versions."

"The workflow should be made to be more user-friendly. It should also have more granular scalability."

"It would be nice if they added the ability to go directly to a form via a deep link URL."

"Could have slightly better integration between additional functionalities in the Zoho desk."

"It could be easier to link Zoho Desk and Outlook."

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

"Sometimes, the solution has some email issues in a new data center."

"The solution could improve its stability and scalability."

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

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

"There is room for improvement in customer service and support. It could be more knowledgeable."

"This solution has good pricing."

"Our costs are well over $250,000."

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"The licensing for FootPrints is a perpetual license with an annual support fee."

"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."

"Zoho Desk's pricing is more flexible."

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

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

"The solution is relatively cheap. However, there are additional licensing fees involved."

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

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

"Zoho Desk is a cost-effective solution."