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."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."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"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."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"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."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"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 most valuable feature of Zoho Desk is the parent and child task management feature."
"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."
"It's missing monitoring capabilities."
"If you have advanced questions, technical support often doesn't know the answer."
"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."
"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."
"Making a mobile version would be helpful."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"They could enhance the product’s features to customize the automated email responses."
"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."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"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."
"It could be easier to link Zoho Desk and Outlook."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
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, Appian and IBM Maximo, 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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