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."I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"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."
"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."
"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."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"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."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"It is a scalable platform."
"The solution doesn't have any bugs."
"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."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The product provides communication features like chats and calls."
"The scalability needs improvement."
"Integration capabilities can improve."
"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."
"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."
"I would like to see a mobile version of ServiceNow."
"There is room for improvement in price."
"I have a problem with the way the solution's price is calculated."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"It could be easier to link Zoho Desk and Outlook."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"The solution should provide an option to autofill some values while creating tickets."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"There is room for improvement with the pricing."
"They could enhance the product’s features to customize the automated email responses."
"Zoho Desk needs to be enhanced to support IT service management policies."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 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 "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". 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, Freshservice, Freshdesk and ManageEngine SupportCenter Plus. See our ServiceNow vs. Zoho Desk report.
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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.
