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."You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"It has more extensive features as compared to the other competitors."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"Change management is most valuable."
"Data in reports and dashboards are easily accessible."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"The product has a lot of features."
"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."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"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."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The solution doesn't have any bugs."
"The product is quite stable."
"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 level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"Creating service catalog forms could be made easier."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"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."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"It could be easier to link Zoho Desk and Outlook."
"The solution could improve its stability and scalability."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"There is room for improvement in terms of integration."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"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."
"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."
ServiceNow is ranked 1st in Help Desk Software with 210 reviews while Zoho Desk is ranked 7th in Help Desk Software with 16 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 "An easy-to-use product that enables organizations to communicate with their customers and resolve their queries efficiently". 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, Freshdesk, Freshservice and ConnectWise PSA. See our ServiceNow vs. Zoho Desk report.
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