BMC FootPrints Service Core vs Zoho Desk comparison

BMC and Zoho are both solutions in the Help Desk Software category. BMC is ranked #28, while Zoho is ranked #6 with an average rating of 8.2. BMC holds a 0.7% mindshare in HDS, compared to Zoho’s 2.8% 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

272 Views
135 Comparison Views

90% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,299 Views
767 Comparison Views

90% willing to recommend

BMC FootPrints Service Core

Zoho Desk

Comparison Buyer's Guide

Download the report

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: April 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Zoho Desk

April 2025

Download the complete report

Helped 851,604 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

28th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (31st)

Zoho Desk

Ranking in Help Desk Software

6th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 0.7%, up from 0.3% compared to the previous year. The mindshare of Zoho Desk is 2.8%, up from 2.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Carrie Wu

Sr. Systems Analyst at Vancouver Fraser Port Authority

Supports the convergence of ticket management, IT, and customer services

I would give this product a rating of 8 out of 10 because it's a good system and it meets most of our requirements. It still has a lot of space to improve because the service desk function is changing all the time. This solution has to continually be innovative. It should also generate more user-friendly reports utilizing a collaborative framework. Additionally, I would tell anyone looking at similar solutions to first figure out their most important requirements. Then compare their requirements with the function of the ITMS to ensure compatibility. While at the same time they should look ahead at future requirements such as the cloud configuration, along with other vendor capabilities before making a decision.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"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."

"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."

"Ability to auto-generate email messages, process email messages, and approvals."

"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."

"The discovery feature is very flexible."

"Technical support is good."

More BMC FootPrints Service Core pros

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

"It is a scalable platform."

"The product has a lot of features."

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

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

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

"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."

More Zoho Desk pros

Cons

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

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

"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."

"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."

"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."

"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."

"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."

More BMC FootPrints Service Core cons

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

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

"Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

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

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

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

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

More Zoho Desk cons

Pricing and Cost Advice

"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."

"This solution has good pricing."

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

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

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

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

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

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

"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."

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

"Zoho Desk is a cost-effective solution."

More Zoho Desk pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

851,604 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Government

17%

Computer Software Company

15%

Educational Organization

12%

Financial Services Firm

Educational Organization

51%

Computer Software Company

13%

Manufacturing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Ask a question

Earn 20 points

What do you like most about Zoho Desk?

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

See all answers

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...

See all answers

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...

See all answers

Comparisons

Rezolve AI Platform vs BMC FootPrints Service Core

Compared 40% of the time

ServiceNow vs BMC FootPrints Service Core

Compared 38% of the time

BMC Helix ITSM vs BMC FootPrints Service Core

Compared 23% of the time

More BMC FootPrints Service Core Competitors

ServiceNow vs Zoho Desk

Compared 45% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

JIRA Service Management vs Zoho Desk

Compared 8% of the time

Freshdesk vs Zoho Desk

Compared 7% of the time

ConnectWise PSA vs Zoho Desk

Compared 7% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Zoho Desk

April 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

April 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: April 2025.

DOWNLOAD NOW

851,604 professionals have used our research since 2012.

See our BMC FootPrints Service Core 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.