We performed a comparison between ServiceNow and Zendesk 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 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."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"We have found change management and CMDB to be very useful."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"The look and feel is a valuable benefit for adoption."
"The most valuable feature is that this is a Cloud solution."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"The stability has been very good."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"The discovery of assets could be improved; right now they only allow for one domain."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"The solution should offer better security when it comes to storing data."
"It's a little expensive compared to other tools."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"It needs to improve in terms of its flexibility, price, and installation."
"The solution itself wasn't easy to set up."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The support team is time-consuming, and they don't find the answer to our problem."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. ServiceNow is rated 8.4, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas Zendesk is most compared with JIRA Service Management, Atlassian Confluence, Freshservice, Microsoft Dynamics CRM and Moveworks. See our ServiceNow vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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