We performed a comparison between Kayako and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"The look and feel is a valuable benefit for adoption."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"I like that it's always up and running."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"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 Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"The solution integrates well with other products."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"The solution is lacking in the mobile application area that could be improved."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"I do not like the user interface."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"The discovery of assets could be improved; right now they only allow for one domain."
Earn 20 points
Kayako is ranked 44th in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. Kayako is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Kayako is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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