We performed a comparison between ConnectWise PSA 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."The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"The initial setup isn't too difficult."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The platform is easy to use."
"The product has been pretty stable so far."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"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 ticketing feature is very easy to use, compared to other systems."
"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 initial setup is easy."
"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 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."
"It is a scalable platform."
"The tracking inventory or the way it tracks the products is not very good."
"It needs to be easier to share tickets between users who need to work together."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"Zoho Desk needs to be enhanced to support IT service management policies."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Zoho Desk lacks lookup fields for the layouts."
"As per customer requirements, it may have some limitations."
"There is room for improvement with the pricing."
"It could be easier to link Zoho Desk and Outlook."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. ConnectWise PSA is rated 8.2, while Zoho Desk is rated 8.4. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk. See our ConnectWise PSA vs. Zoho Desk report.
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