We performed a comparison between ServiceNow and Zendesk 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."It offers ready-built automation and simpler configuration for workflows."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"It is robust and very user-friendly."
"There are many expansions available."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"It is a scalable solution."
"The initial setup is simple and straightforward."
"We rarely had issues with Zendesk."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"It's a very stable tool, very powerful."
"Zendesk Support has a lot of good APIs."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"The pricing of the solution could be better. It's a bit high."
"ServiceNow's mobile app should be seamless and it is not right now."
"The utilization of AI in ServiceNow needs enhancement."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"It needs to improve in terms of its flexibility, price, and installation."
"The price of the solution should be reduced."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"You couldn't give administrative access to new hires."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"It wasn't easy to set up so we're only using a third of all of the features,"
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while Zendesk is ranked 11th in Help Desk Software with 57 reviews. ServiceNow is rated 8.4, while Zendesk is rated 8.2. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo, whereas Zendesk is most compared with JIRA Service Management, Atlassian Confluence, Freshservice, Microsoft Dynamics CRM and Moveworks. See our ServiceNow vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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