We performed a comparison between ServiceNow and TeamSupport 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 most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"I have found that sorting and grouping functions are particularly useful."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"The analytics - we like to keep track of how much work everyone is doing."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"There are many expansions available."
"The two most valuable features are the portal and reporting."
"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."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"The user interface for accessing assistance sometimes disconnects."
"The ability to embed help information onto the screens."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"The contract module is quite rudimentary and doesn't support contract line items."
"An area for improvement would be the accessibility of downloaded and compressed files."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"It needs better integration with other tools like Jira."
Earn 20 points
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while TeamSupport is ranked 42nd in Help Desk Software. ServiceNow is rated 8.4, while TeamSupport is rated 7.0. 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 TeamSupport writes "Stable, easy to install, and cost effective, but it needs better integration and data management". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo, whereas TeamSupport is most compared with . See our ServiceNow vs. TeamSupport report.
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