We performed a comparison between ServiceNow and Zendesk 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 in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"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 have found that sorting and grouping functions are particularly useful."
"The workflow makes things extremely efficient and it improves effectiveness."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"We rarely had issues with Zendesk."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The stability has been very good."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"It's very convenient to use."
"Zendesk Support has a lot of good APIs."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"Very expensive."
"The interface can be a bit more intuitive."
"It's a little expensive compared to other tools."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"You couldn't give administrative access to new hires."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The dashboard could be better."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"It needs to improve in terms of its flexibility, price, and installation."
"The solution could integrate better with QR codes from some websites such as Facebook."
ServiceNow is ranked 1st in Help Desk Software with 211 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. ServiceNow is rated 8.4, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas Zendesk is most compared with JIRA Service Management, Atlassian Confluence, Freshservice, Microsoft Dynamics CRM and Moveworks. See our ServiceNow vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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