BMC FootPrints Service Core vs Zoho Desk comparison

BMC and Zoho are both solutions in the Help Desk Software category. BMC is ranked #32, while Zoho is ranked #8 with an average rating of 8.1. BMC holds a 0.9% mindshare in HDS, compared to Zoho’s 2.9% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

324 Views
37 Comparison Views

90% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,148 Views
237 Comparison Views

90% willing to recommend

BMC FootPrints Service Core

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

BMC FootPrints Service Core and Zoho Desk compete in the service management market. Zoho Desk has the upper hand due to its comprehensive features and perceived value against its price point.

Features: BMC FootPrints Service Core is notable for robust customization capabilities, workflow automation, and integration with IT infrastructures. Zoho Desk offers multi-channel support features, seamless third-party integrations, and a user-friendly knowledge base.

Room for Improvement: BMC FootPrints could enhance its ease of use, modernize its interface, and offer more flexible pricing models. Zoho Desk might improve its support for complex IT environments, advance workflow customization, and offer more in-depth reporting tools.

Ease of Deployment and Customer Service: BMC FootPrints provides a tailored deployment suited for specific IT operations with comprehensive customer support. Zoho Desk offers rapid cloud deployment and accessible customer service, appealing to businesses looking for quick implementation.

Pricing and ROI: BMC FootPrints Service Core involves higher setup costs, justified by its customization options, providing long-term operational ROI. Zoho Desk features a more budget-friendly initial investment with quicker ROI due to its scalable pricing models and functional benefits.

To learn more, read our detailed BMC FootPrints Service Core vs. Zoho Desk Report (Updated: June 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Zoho Desk

June 2025

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Helped 860,592 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

BMC FootPrints Service Core

Ranking in Help Desk Software

32nd

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (30th)

Zoho Desk

Ranking in Help Desk Software

8th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 0.9%, up from 0.4% compared to the previous year. The mindshare of Zoho Desk is 2.9%, up from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

reviewer1765752

System Engineer at a manufacturing company with 51-200 employees

A flexible, comprehensive, integrated IT service and asset management platform with good technical support

We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, and ERP. We also use it to manage our facility. So, we do some work orders and also use it as an extra ticketing system Technical support is good. It would be better if it were more…

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

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

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

"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."

"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."

"Technical support is good."

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

"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."

"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."

More BMC FootPrints Service Core pros

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

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"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."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"It is a scalable platform."

"Zoho Desk is very flexible, just like the other applications of Zoho."

"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."

More Zoho Desk pros

Cons

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

"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."

"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."

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

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

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

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

More BMC FootPrints Service Core cons

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

"The solution could improve its stability and scalability."

"They could enhance the product’s features to customize the automated email responses."

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

"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."

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

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

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

More Zoho Desk cons

Pricing and Cost Advice

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

"This solution has good pricing."

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

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

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

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

"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."

"For what it does, it's quite cheap."

"The solution costs INR 8400 per user."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

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

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

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Government

12%

Healthcare Company

10%

Educational Organization

10%

Educational Organization

31%

Computer Software Company

14%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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What do you like most about Zoho Desk?

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

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What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

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What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

June 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Zoho Desk

June 2025

Download Zoho Desk product report

Also Known As

FootPrints Service Core

No data available

Overview

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

BMC

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.

Zoho

Sample Customers

Cast & Crew

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

BMC FootPrints Service Core vs. Zoho Desk

June 2025

Free Report: BMC FootPrints Service Core vs. Zoho Desk

Find out what your peers are saying about BMC FootPrints Service Core vs. Zoho Desk and other solutions. Updated: June 2025.

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