ServiceNow vs Zendesk

ServiceNow is ranked 1st in Help Desk Software with 17 reviews vs Zendesk which is ranked 6th in Help Desk Software with 4 reviews. The top reviewer of ServiceNow writes "We've been looking at a means to provide a service catalog experience to the business as a whole". The top reviewer of Zendesk writes "Its set up makes it easier for everyone to use. ". ServiceNow is most compared with BMC Helix Remedy, Micro Focus Service Manager and Zendesk. Zendesk is most compared with ServiceNow, JIRA Service Desk and TOPdesk. See our ServiceNow vs Zendesk report.
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Quotes From Members Comparing ServiceNow vs Zendesk

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros
The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version.It uses a common base of data and allows different types of records to pull from that same base of data.We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other.If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10.The most recent addition of SAM Premium is a game changer for many organizations.The look and feel is a valuable benefit for adoption.​The workflow capability for easy setup is powerful.Easy to implement and consolidate different platforms and users with useful functionalities.

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Its agility and simplicity are the most valuable features. This tool is very user-friendly.

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Cons
Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited.The scalability needs improvement.The ability to embed help information onto the screens.We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition.The Express edition does not allow the option for scripting.I would like to see Advanced Intelligent Automation.Local solutions have lower costs.Needs additional software titles and easier normalization.

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It needs to improve in terms of its flexibility, price, and installation.

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Pricing and Cost Advice
It has a higher cost compared to local/regional solutions.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.

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287,901 professionals have used our research since 2012.
Ranking
RANKING
Views
63,243
Comparisons
24,626
Reviews
15
Followers
1,546
Avg. Rating
8.7
Views
17,075
Comparisons
4,732
Reviews
4
Followers
1,202
Avg. Rating
9.0
Top Comparisons
Top Comparisons
Compared 16% of the time.
Compared 6% of the time.
See more ServiceNow competitors »
Compared 28% of the time.
Compared 15% of the time.
Compared 5% of the time.
See more Zendesk competitors »
Website/Video
Website/VideoServiceNow
Zendesk
Overview
Overview

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

OFFER
Learn more about ServiceNow
Learn more about Zendesk
Sample Customers
Sample CustomersAAA, 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 Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
Top Industries
REVIEWERS
Healthcare Company
16%
Financial Services Firm
14%
Insurance Company
12%
University
10%
VISITORS READING REVIEWS
Financial Services Firm
19%
Energy/Utilities Company
7%
Manufacturing Company
7%
University
7%
REVIEWERS
Software R&D Company
25%
Financial Services Firm
15%
Non Profit
10%
Marketing Services Firm
10%
VISITORS READING REVIEWS
Media Company
15%
Financial Services Firm
13%
Comms Service Provider
8%
Marketing Services Firm
6%
Company Size
Company Size
REVIEWERS
Small Business
13%
Midsize Enterprise
11%
Large Enterprise
76%
VISITORS READING REVIEWS
Small Business
15%
Midsize Enterprise
21%
Large Enterprise
65%
REVIEWERS
Small Business
38%
Midsize Enterprise
44%
Large Enterprise
18%
VISITORS READING REVIEWS
Small Business
38%
Midsize Enterprise
27%
Large Enterprise
35%
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287,901 professionals have used our research since 2012.
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.

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