<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
833 Ratings
447 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Zendesk Support Suite

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
833 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

  • ServiceNow IT Service Management ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.2

ServiceNow IT Service Management

82%
7.0

Zendesk Support Suite

70%
ServiceNow IT Service Management ranks higher in 7/9 features

Organize and prioritize service tickets

9.1
91%
67 Ratings
7.3
73%
88 Ratings

Expert directory

8.0
80%
51 Ratings
6.1
61%
55 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
6.1
61%
62 Ratings

ITSM collaboration and documentation

8.5
85%
60 Ratings
6.6
66%
58 Ratings

ITSM reports and dashboards

8.6
86%
62 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.2
82%
89 Ratings

Ticket response

N/A
0 Ratings
7.9
79%
88 Ratings

ITSM asset management

8.1

ServiceNow IT Service Management

81%

Zendesk Support Suite

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 Support Suite

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

Self Help Community

ServiceNow IT Service Management

Feature Set Not Supported
N/A
6.8

Zendesk Support Suite

68%
Zendesk Support Suite ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
6.9
69%
75 Ratings

Internal knowledge base

N/A
0 Ratings
6.7
67%
70 Ratings

Multi-Channel Help

ServiceNow IT Service Management

Feature Set Not Supported
N/A
6.7

Zendesk Support Suite

67%
Zendesk Support Suite ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
6.9
69%
69 Ratings

IVR

N/A
0 Ratings
5.2
52%
29 Ratings

Social integration

N/A
0 Ratings
6.6
66%
54 Ratings

Email support

N/A
0 Ratings
7.6
76%
85 Ratings

Help Desk CRM integration

N/A
0 Ratings
7.1
71%
64 Ratings

Attribute Ratings

  • ServiceNow IT Service Management is rated higher in 4 areas: Likelihood to Recommend, Availability, Performance, Implementation Rating
  • Zendesk Support Suite is rated higher in 2 areas: Usability, Online Training
  • ServiceNow IT Service Management and Zendesk Support Suite are tied in 2 areas: Likelihood to Renew, Support Rating

Likelihood to Recommend

8.8

ServiceNow IT Service Management

88%
79 Ratings
7.2

Zendesk Support Suite

72%
127 Ratings

Likelihood to Renew

10.0

ServiceNow IT Service Management

100%
12 Ratings
10.0

Zendesk Support Suite

100%
39 Ratings

Usability

6.4

ServiceNow IT Service Management

64%
11 Ratings
9.8

Zendesk Support Suite

98%
19 Ratings

Availability

10.0

ServiceNow IT Service Management

100%
2 Ratings
8.6

Zendesk Support Suite

86%
26 Ratings

Performance

9.0

ServiceNow IT Service Management

90%
2 Ratings
8.0

Zendesk Support Suite

80%
20 Ratings

Support Rating

7.4

ServiceNow IT Service Management

74%
40 Ratings
7.4

Zendesk Support Suite

74%
49 Ratings

In-Person Training

ServiceNow IT Service Management

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
1 Rating

Online Training

1.0

ServiceNow IT Service Management

10%
1 Rating
7.9

Zendesk Support Suite

79%
9 Ratings

Implementation Rating

10.0

ServiceNow IT Service Management

100%
6 Ratings
9.0

Zendesk Support Suite

90%
35 Ratings

Product Scalability

10.0

ServiceNow IT Service Management

100%
1 Rating

Zendesk Support Suite

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 Support Suite

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Emily Mok | 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 Support Suite

  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
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

  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
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 Support Suite

General

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

Starting Price

$19 per agent/month billed annually

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

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 39 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 6.4
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 Support Suite

Zendesk Support Suite 9.8
Based on 19 answers
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Anonymous | 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
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer | 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 7.4
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 7.4
Based on 49 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 35 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

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 Support Suite

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Adam McCracken | 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 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 Support Suite

  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

Add comparison