Compare ServiceNow vs. Zoho Desk

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ServiceNow Logo
55,362 views|33,479 comparisons
Zoho Desk Logo
448 views|394 comparisons
Most Helpful Review
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: March 2021.
473,792 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"Easy to integrate with third-party applications.""This solution is a single-storage for our user community to submit help desk tickets.""The most valuable feature is that this is a Cloud solution.""ServiceNow was the first true enterprise to service management platform.""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.""I have found that sorting and grouping functions are particularly useful.""ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."

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"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."

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Cons
"It's missing monitoring capabilities.""I do not like the user interface.""Transparency in the pricing model needs to be improved.""Service mapping could be less complicated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""There should be fewer clicks and faster integrations between solutions.""Creating service catalog forms could be made easier.""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)."

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"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."

More Zoho Desk Cons »

Pricing and Cost Advice
"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.""The mandatory minimum is US$ 20,000 for licensing.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""$230 per user.""It is very expensive because it is a big organization. You have to pay for additional things.""ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

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Questions from the Community
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: We have to purchase a license. The price is okay for us. It's reasonable.
Top Answer: The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it.
Top Answer: In terms of pricing, Zoho is economical. They offer a fair price. You can pay either on a monthly or yearly subscription.
Top Answer: 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.
Ranking
1st
out of 55 in Help Desk Software
Views
55,362
Comparisons
33,479
Reviews
28
Average Words per Review
474
Rating
7.9
24th
out of 55 in Help Desk Software
Views
448
Comparisons
394
Reviews
1
Average Words per Review
348
Rating
8.0
Popular Comparisons
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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)

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.

Offer
Learn more about ServiceNow
Learn more about Zoho Desk
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
Financial Services Firm17%
Healthcare Company13%
Manufacturing Company12%
Computer Software Company8%
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider14%
Government7%
Financial Services Firm6%
No Data Available
Company Size
REVIEWERS
Small Business20%
Midsize Enterprise12%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business13%
Midsize Enterprise8%
Large Enterprise79%
No Data Available
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: March 2021.
473,792 professionals have used our research since 2012.

ServiceNow is ranked 1st in Help Desk Software with 32 reviews while Zoho Desk is ranked 24th in Help Desk Software with 1 review. ServiceNow is rated 8.0, while Zoho Desk is rated 8.0. The top reviewer of ServiceNow writes "Good automatic workflows, excellent technical support, and has the capability to scale". On the other hand, the top reviewer of Zoho Desk writes "User-friendly, easy to use, and you can customize it the way you want". ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Appian, JIRA Service Desk and PagerDuty, whereas Zoho Desk is most compared with ManageEngine ServiceDesk Plus and Zendesk Guide.

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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.