ServiceNow vs Zoho Desk comparison

Cancel
You must select at least 2 products to compare!
ServiceNow Logo
18,901 views|11,428 comparisons
91% willing to recommend
Zoho Logo
2,102 views|945 comparisons
95% willing to recommend
Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed ServiceNow vs. Zoho Desk Report (Updated: May 2024).
772,649 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

More ServiceNow Pros →

"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."

More Zoho Desk Pros →

Cons
"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."

More ServiceNow Cons →

"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."

More Zoho Desk Cons →

Pricing and Cost Advice
  • "The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
  • "It has a higher cost compared to local/regional solutions."
  • "We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
  • "It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
  • "ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
  • More ServiceNow Pricing and Cost Advice →

  • "For what it does, it's quite cheap."
  • "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 solution costs INR 8400 per user."
  • "Price-wise, Zoho Desk is about 35 USD a month per user."
  • "The product costs $10 to $25 per user per month."
  • "The solution is relatively cheap. However, there are additional licensing fees involved."
  • "Zoho Desk's pricing is more flexible."
  • "Zoho Desk's cost is pretty much okay."
  • More Zoho Desk Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    772,649 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer:The solution has a user-friendly interface.
    Top Answer:The most valuable features of Zoho Desk are archiving queries and analytics.
    Top Answer:Sometimes, the solution has some email issues in a new data center.
    Ranking
    1st
    out of 59 in Help Desk Software
    Views
    18,901
    Comparisons
    11,428
    Reviews
    23
    Average Words per Review
    420
    Rating
    8.4
    6th
    out of 59 in Help Desk Software
    Views
    2,102
    Comparisons
    945
    Reviews
    17
    Average Words per Review
    418
    Rating
    8.4
    Comparisons
    Learn More
    Overview

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    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.

    Sample Customers
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
    Top Industries
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company11%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    REVIEWERS
    Computer Software Company38%
    Non Tech Company25%
    Outsourcing Company13%
    Transportation Company13%
    VISITORS READING REVIEWS
    Educational Organization59%
    Computer Software Company11%
    Comms Service Provider4%
    Manufacturing Company3%
    Company Size
    REVIEWERS
    Small Business20%
    Midsize Enterprise15%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise30%
    Large Enterprise55%
    REVIEWERS
    Small Business89%
    Midsize Enterprise5%
    Large Enterprise5%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise62%
    Large Enterprise21%
    Buyer's Guide
    ServiceNow vs. Zoho Desk
    May 2024
    Find out what your peers are saying about ServiceNow vs. Zoho Desk and other solutions. Updated: May 2024.
    772,649 professionals have used our research since 2012.

    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.