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."What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"We have found change management and CMDB to be very useful."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"The pricing of the product is quite good. It's not too expensive."
"It's great to do statuses or to review tasks."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"It is a scalable platform."
"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."
"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 solution doesn't have any bugs."
"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."
"One thing I don't care for is the reporting and the way it functions."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"I do not like the user interface."
"Its stability and pricing need improvement."
"I have a problem with the way the solution's price is calculated."
"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."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"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."
"There is room for improvement with the pricing."
"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."
"Sometimes, the solution has some email issues in a new data center."
"Zoho Desk needs to be enhanced to support IT service management policies."
"The solution could improve its stability and scalability."
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.
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