Top Rated
647 Ratings
Top Rated
380 Ratings
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Score 8.1 out of 100
Top Rated
647 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

ServiceNow IT Service Management

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Zendesk Support Suite

Zendesk is most appropriate in environments where managing external communication with single or multi unit teams is a requirement. It's also ideal in a high volume customer centric environment especially when automation and self help articles are a major part of driving success for a support team. It would be less appropriate for companies and teams who require some sort of customer management solution. It's great for keeping up with customer requests, but it's not ideal for maintaining a database about customer details
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ServiceNow IT Service Management
8.1
Zendesk Support Suite
6.8
Organize and prioritize service tickets
ServiceNow IT Service Management
8.5
Zendesk Support Suite
7.0
Expert directory
ServiceNow IT Service Management
7.8
Zendesk Support Suite
6.7
Service restoration
ServiceNow IT Service Management
7.6
Zendesk Support Suite
Self-service tools
ServiceNow IT Service Management
7.9
Zendesk Support Suite
Subscription-based notifications
ServiceNow IT Service Management
8.3
Zendesk Support Suite
5.3
ITSM collaboration and documentation
ServiceNow IT Service Management
8.5
Zendesk Support Suite
7.4
ITSM reports and dashboards
ServiceNow IT Service Management
8.4
Zendesk Support Suite
Ticket creation and submission
ServiceNow IT Service Management
Zendesk Support Suite
7.3
Ticket response
ServiceNow IT Service Management
Zendesk Support Suite
7.0

ITSM asset management

ServiceNow IT Service Management
7.7
Zendesk Support Suite
Configuration mangement
ServiceNow IT Service Management
7.9
Zendesk Support Suite
Asset management dashboard
ServiceNow IT Service Management
7.7
Zendesk Support Suite
Policy and contract enforcement
ServiceNow IT Service Management
7.3
Zendesk Support Suite

Change management

ServiceNow IT Service Management
8.4
Zendesk Support Suite
Change requests repository
ServiceNow IT Service Management
8.5
Zendesk Support Suite
Change calendar
ServiceNow IT Service Management
8.3
Zendesk Support Suite
Service-level management
ServiceNow IT Service Management
8.4
Zendesk Support Suite

Self Help Community

ServiceNow IT Service Management
Zendesk Support Suite
6.8
External knowledge base
ServiceNow IT Service Management
Zendesk Support Suite
7.0
Internal knowledge base
ServiceNow IT Service Management
Zendesk Support Suite
6.6

Multi-Channel Help

ServiceNow IT Service Management
Zendesk Support Suite
6.7
Customer portal
ServiceNow IT Service Management
Zendesk Support Suite
5.8
IVR
ServiceNow IT Service Management
Zendesk Support Suite
6.3
Social integration
ServiceNow IT Service Management
Zendesk Support Suite
7.8
Email support
ServiceNow IT Service Management
Zendesk Support Suite
6.9
Help Desk CRM integration
ServiceNow IT Service Management
Zendesk Support Suite
6.4

Pros

ServiceNow IT Service Management

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • Instead of using a developer's time to create a landing page for your FAQs, you can quickly and easily implement and update your FAQ/help center through Zendesk's Guide tool.
  • Quickly and easily customize your customer's experience when interacting with your organization's support team. For example, you can update the automated response received upon ticket creation and the design of that email sent to customers from Zendesk's portal.
  • Out of the box analytics for key KPIs. If you don't have much experience with this Zendesk's pre-built analytics will help you get an idea of how your support team is performing. If you want more robust reporting you can build it out with Zendesk's free Goddata analytics tool.
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 Support Suite

  • The workflow was fixed, so if your ticket flow didn't fit with how ZenDesk thought it should it was difficult to manage. For example, I like to separate tickets where we are waiting for something from the customer from tickets where I'm waiting for an employee to deliver something. This was impossible, and when I gave that feedback I was told that wasn't a valid way of looking at support. This meant I had to inspect each and every "Pending" ticket every day to separate them to generate a list of tasks.
  • Their ticket UI is weird and difficult to understand.
  • As a manager, I wanted to see what tickets my customer service agents submitted over the past week, but their "View" feature doesn't include OR logic making it impossible to create a proper search. Even just getting a list of all of the tickets that were completed in the past week was impossible without a lot of massaging of the data, and tech. support refused to even answer the question. I had to do two searches, one for "solved" tickets and one for "closed" tickets, and you couldn't change the state workflow since their crazy system doesn't allow it.
Anonymous | TrustRadius Reviewer

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 Support Suite

Zendesk Support Suite 10.0
Based on 37 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Lou Gallo | TrustRadius Reviewer

Usability

ServiceNow IT Service Management

ServiceNow IT Service Management 6.6
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 Support Suite

Zendesk Support Suite 8.0
Based on 17 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

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 Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
• Occasional issues, but generally very stable.
• Any scheduled downtime was always communicated effectively with frequent updates on system status. No issues here
Anonymous | TrustRadius Reviewer

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 Support Suite

Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

ServiceNow IT Service Management

ServiceNow IT Service Management 8.1
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 Support Suite

Zendesk Support Suite 6.5
Based on 52 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | 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 Support Suite

Zendesk Support Suite 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | TrustRadius Reviewer

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 Support Suite

Zendesk Support Suite 9.0
Based on 34 answers
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Anonymous | TrustRadius Reviewer

Alternatives Considered

ServiceNow IT Service Management

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Zendesk Support Suite

We used Freshdesk when it was a relatively new product. We switched to Zendesk later to take advantage of better user management, easier interface and user experience, better reporting tools and to align ourselves with a recognised brand.We use Intercom to engage with customers, however have decided not to use it as our support desk as Zendesk has better ticket prioritisation tools and reporting. However we would consider moving to Intercom if they improved their support desk offering so that our team only had to use one system.
Nikhil George | 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 Support Suite

No score
No answers yet
No answers on this topic

Return on Investment

ServiceNow IT Service Management

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • Saves an enormous amount of time by centralizing communication based on issue, rather than having to lean on users to pay close attention to email AND phone AND chat services that your company may use. It feels like a one-stop shop for help, rather than sending a request into the abyss and waiting to see if someone hears you.
  • Provides multiple options for connecting with users through chat, phone, or screen share (with app plugins like TeamViewer). This keeps tickets focused and helps users contextualize the troubleshooting, which generally makes for quicker resolution time and quicker response time.
  • Simple to understand leaderboards and metrics allow higher levels of analysis for team efficiency, individual contributions, and trending issues. This helps teams create documentation on common problems to store in the end-user knowledge base and identify pain points across the user base.
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

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. Per Year
Additional Pricing Details

Zendesk Support Suite

General

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

Zendesk Support Suite Editions & Modules

Edition
Suite Team$49.001
Suite Growth$79.001
Suite Professional$99.001
Suite Enterprise$150.001
Additional Enterprise-Ready Plans, starting at...$215.001
Support Team (Foundational Support Only)$19.001
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ServiceNow IT Service Management
8.0
Zendesk Support Suite
5.9

Likelihood to Renew

ServiceNow IT Service Management
10.0
Zendesk Support Suite
10.0

Usability

ServiceNow IT Service Management
6.6
Zendesk Support Suite
8.0

Reliability and Availability

ServiceNow IT Service Management
10.0
Zendesk Support Suite
8.6

Performance

ServiceNow IT Service Management
9.0
Zendesk Support Suite
8.0

Support Rating

ServiceNow IT Service Management
8.1
Zendesk Support Suite
6.5

In-Person Training

ServiceNow IT Service Management
Zendesk Support Suite
10.0

Online Training

ServiceNow IT Service Management
1.0
Zendesk Support Suite
7.9

Implementation Rating

ServiceNow IT Service Management
10.0
Zendesk Support Suite
9.0

Scalability

ServiceNow IT Service Management
10.0
Zendesk Support Suite

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