We performed a comparison between ServiceNow 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."For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"The look and feel is a valuable benefit for adoption."
"The analytics - we like to keep track of how much work everyone is doing."
"The most valuable feature is that this is a Cloud solution."
"The solution doesn't have any bugs."
"The initial setup is easy."
"It is a scalable platform."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"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 most valuable features of Zoho Desk are archiving queries and analytics."
"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."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"Integration capabilities can improve."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"I have a problem with the way the solution's price is calculated."
"In an upcoming release, there should be more administration tools."
"There is room for improvement in price."
"They could enhance the product’s features to customize the automated email responses."
"There is room for improvement with the pricing."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"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."
"The solution needs to have more customization on alerts and notifications."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"As per customer requirements, it may have some limitations."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. ServiceNow is rated 8.4, while Zoho Desk is rated 8.4. 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 Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas Zoho Desk is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice, Freshdesk and ManageEngine SupportCenter Plus. See our ServiceNow 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.
