447 Ratings
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Score 8.4 out of 100
97 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Incident and problem management

    8.2

    ServiceNow IT Service Management

    82%

    Zendesk Chat

    Feature Set Not Supported
    N/A
    ServiceNow IT Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    9.1
    91%
    67 Ratings
    N/A
    0 Ratings

    Expert directory

    8.0
    80%
    51 Ratings
    N/A
    0 Ratings

    Service restoration

    7.9
    79%
    56 Ratings
    N/A
    0 Ratings

    Self-service tools

    7.8
    78%
    65 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.6
    76%
    63 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.5
    85%
    60 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    8.6
    86%
    62 Ratings
    N/A
    0 Ratings

    ITSM asset management

    8.1

    ServiceNow IT Service Management

    81%

    Zendesk Chat

    Feature Set Not Supported
    N/A
    ServiceNow IT Service Management ranks higher in 3/3 features

    Configuration mangement

    8.0
    80%
    60 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    8.2
    82%
    59 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.0
    80%
    53 Ratings
    N/A
    0 Ratings

    Change management

    8.3

    ServiceNow IT Service Management

    83%

    Zendesk Chat

    Feature Set Not Supported
    N/A
    ServiceNow IT Service Management ranks higher in 3/3 features

    Change requests repository

    8.4
    84%
    62 Ratings
    N/A
    0 Ratings

    Change calendar

    7.9
    79%
    56 Ratings
    N/A
    0 Ratings

    Service-level management

    8.5
    85%
    58 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • ServiceNow IT Service Management is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew
    • Zendesk Chat is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    8.8

    ServiceNow IT Service Management

    88%
    79 Ratings
    8.7

    Zendesk Chat

    87%
    18 Ratings

    Likelihood to Renew

    10.0

    ServiceNow IT Service Management

    100%
    12 Ratings
    8.0

    Zendesk Chat

    80%
    1 Rating

    Usability

    6.4

    ServiceNow IT Service Management

    64%
    11 Ratings

    Zendesk Chat

    N/A
    0 Ratings

    Availability

    10.0

    ServiceNow IT Service Management

    100%
    2 Ratings

    Zendesk Chat

    N/A
    0 Ratings

    Performance

    9.0

    ServiceNow IT Service Management

    90%
    2 Ratings

    Zendesk Chat

    N/A
    0 Ratings

    Support Rating

    7.5

    ServiceNow IT Service Management

    75%
    40 Ratings
    8.1

    Zendesk Chat

    81%
    4 Ratings

    Online Training

    1.0

    ServiceNow IT Service Management

    10%
    1 Rating

    Zendesk Chat

    N/A
    0 Ratings

    Implementation Rating

    10.0

    ServiceNow IT Service Management

    100%
    6 Ratings

    Zendesk Chat

    N/A
    0 Ratings

    Product Scalability

    10.0

    ServiceNow IT Service Management

    100%
    1 Rating

    Zendesk Chat

    N/A
    0 Ratings

    Likelihood to Recommend

    ServiceNow IT Service Management

    In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
    Anonymous | TrustRadius Reviewer

    Zendesk Chat

    It is well suited in the following scenarios - to create a Zendesk ticket that automatically saves a copy of the chat's transcript in the Zendesk ticket, to track timestamps associated with the chat, for agents to understand what page the customer is on when they initiate their chat, and for agents to proactively reach out to customers who have been visiting a certain webpage for an extended period of time. It is less appropriate in the following scenarios - to truly capture the chatters' identity, especially when the chatter enters a different email address than what we have on file for their existing Zendesk profile, and for agents to be available on both chat and phone, but in a way that they are not taking a new phone call while they are on a chat and vice versa. I'd also like the ability to pull a report that summarizes from which webpage chats are being initiated overall. This way we could understand where we may need to improve our messaging, etc.
    Anonymous | TrustRadius Reviewer

    Pros

    ServiceNow IT Service Management

    • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
    • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
    • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
    • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
    Dr Gardiner Jones | TrustRadius Reviewer

    Zendesk Chat

    • Extremely fluid chat interface allows for easy communication.
    • It can be used directly on a website page or as a widget.
    • Allows the end user to translate the chat into their own native language.
    • Notifies you with pending chats via on-screen notifications and sound effects.
    Anonymous | TrustRadius Reviewer

    Cons

    ServiceNow IT Service Management

    • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
    • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
    • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
    Anonymous | TrustRadius Reviewer

    Zendesk Chat

    • Agent administration is severely lacking in Zopim. I would love for my agents to have different roles which give them access to some of the features and functionality, but not all of it. At this time it seems like they either have all or none.
    • Although Zopim provides a vast array of options for its chat capabilities, only the elite plan has the ability to change every portion of its design. I wish that it wouldn't cost so much to access those premium features.
    • Zopim reporting is very hard to retrieve unless you have the highest plan. Agents cannot access reporting unless they are admins. The reporting information is not as robust as it should be.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    ServiceNow IT Service Management

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $0 per year

    ServiceNow IT Service Management Editions & Modules

    Edition
    Starting Price$10,000.001
    1. per year
    Additional Pricing Details

    Zendesk Chat

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Entry-level set up fee?
    Optional
    $0

    Starting Price

    $11.2 per month

    Zendesk Chat Editions & Modules

    Edition
    Lite$01
    Basic$141
    Advanced$251
    Premium$551
    1. per user
    Additional Pricing Details
    The pricing above is price per user per month. You will get a discount when you opt for annual payment.

    Likelihood to Renew

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 12 answers
    To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
    Anonymous | TrustRadius Reviewer

    Zendesk Chat

    Zendesk Chat 8.0
    Based on 1 answer
    Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
    Anonymous | TrustRadius Reviewer

    Usability

    ServiceNow IT Service Management

    ServiceNow IT Service Management 6.4
    Based on 11 answers
    The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
    Max Lewenhaupt | TrustRadius Reviewer

    Zendesk Chat

    No score
    No answers yet
    No answers on this topic

    Reliability and Availability

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 2 answers
    We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
    Michael Sypes | TrustRadius Reviewer

    Zendesk Chat

    No score
    No answers yet
    No answers on this topic

    Performance

    ServiceNow IT Service Management

    ServiceNow IT Service Management 9.0
    Based on 2 answers
    For a massive system, page loads are reasonably quick, including searches.
    Michael Sypes | TrustRadius Reviewer

    Zendesk Chat

    No score
    No answers yet
    No answers on this topic

    Support Rating

    ServiceNow IT Service Management

    ServiceNow IT Service Management 7.5
    Based on 40 answers
    I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
    Anonymous | TrustRadius Reviewer

    Zendesk Chat

    Zendesk Chat 8.1
    Based on 4 answers
    Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
    Shea Mworia | TrustRadius Reviewer

    Online Training

    ServiceNow IT Service Management

    ServiceNow IT Service Management 1.0
    Based on 1 answer
    To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
    Anonymous | TrustRadius Reviewer

    Zendesk Chat

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 6 answers
    Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
    Randall Hodgins | TrustRadius Reviewer

    Zendesk Chat

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    ServiceNow IT Service Management

    We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
    Jessica Rich | TrustRadius Reviewer

    Zendesk Chat

    I prefer Zendesk Chat (formerly Zopim) over Talkdesk, as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in Talkdesk.
    Antora Debnath | TrustRadius Reviewer

    Scalability

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 1 answer
    ServiceNow works as an enterprise solution.
    Michael Sypes | TrustRadius Reviewer

    Zendesk Chat

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    ServiceNow IT Service Management

    • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
    • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
    • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
    Anonymous | TrustRadius Reviewer

    Zendesk Chat

    • It is easy to use with no technical knowledge and has helped in providing after-sales service to clients.
    • Also helped in generating more sales by interacting with prospects and solving their doubts and issues
    • We also used it for data analytics to understand the various people who visited our website with various queries. We analyzed a few of them and created FAQs on our website
    Tanika Chhabra | TrustRadius Reviewer

    Screenshots

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