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 really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"Change management is most valuable."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"It provides internal clients with greater transparency about their projects and deliverables."
"It allows us to filter the data, create graphs, and get detailed reports."
"Identifies better ways to license software or eliminate unused software to save money."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"This solution is a single-storage for our user community to submit help desk tickets."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"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 solution doesn't have any bugs."
"The product provides communication features like chats and calls."
"It is a scalable platform."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"If you have advanced questions, technical support often doesn't know the answer."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"There is room for improvement in price."
"I would like to see a mobile version of ServiceNow."
"Transparency in the pricing model needs to be improved."
"I would like to see Advanced Intelligent Automation."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"The scalability needs improvement."
"Zoho Desk lacks lookup fields for the layouts."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"There is room for improvement with the pricing."
"The solution should provide an option to autofill some values while creating tickets."
"As per customer requirements, it may have some limitations."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"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, Appian and IBM Maximo, whereas Zoho Desk is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice, Freshdesk and Spiceworks. 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.
