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."I like that it's always up and running."
"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"
"The look and feel is a valuable benefit for adoption."
"I have found the workflows and integration the most valuable in this solution."
"Change management is most valuable."
"It has an excellent capability to integrate different access points."
"It offers ready-built automation and simpler configuration for workflows."
"Remote access is most valuable."
"The product provides communication features like chats and calls."
"It is a scalable platform."
"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."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"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 deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The initial setup is easy."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"When it comes to changing some of the features, I would like a little more leeway."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"There is inherent complexity with this tool because of the number of things that it can do."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"Service mapping could be less complicated."
"I would like to see a mobile version of ServiceNow."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"Sometimes, the solution has some email issues in a new data center."
"They could enhance the product’s features to customize the automated email responses."
"It could be easier to link Zoho Desk and Outlook."
"The solution needs to have more customization on alerts and notifications."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
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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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.
