What users are saying about
447 Ratings
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Based on 447 reviews and ratings
Zendesk Support Suite
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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
Based on 833 reviews and ratings
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
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
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
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
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
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.

Verified User
Engineer in Finance and Accounting
Financial Services Company, 5001-10,000 employeesZendesk 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.
Senior Project Manager
BNY MellonFinancial Services, 10,001+ employees
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.
Windows Systems Administrator
DaVita Kidney CareHospital & Health Care, 1001-5000 employees
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!

Verified User
Manager in Social Media
Non-profit Organization Management Company, 201-500 employeesCons
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!

Verified User
Project Manager in Information Technology
Banking Company, 10,001+ employeesZendesk 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.

Verified User
Employee in Customer Service
Information Technology and Services Company, 51-200 employeesPricing 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 |
---|
- 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 |
- 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.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employeesZendesk 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.
Team Member
Onshape Inc.Computer Software, 51-200 employees
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.
EMEA Enterprise Support Specialist
Discovery Networks InternationalBroadcast Media, 1001-5000 employees
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

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employeesReliability 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.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
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.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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.
CFO/Director of Application Development
New Horizon Software Technologies, Inc.Computer Software, 1-10 employees
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.

Verified User
Administrator in Information Technology
Law Practice Company, 1001-5000 employeesZendesk 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.
Director of support and services
HyporiComputer & Network Security, 11-50 employees
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.

Verified User
Engineer in Information Technology
Consumer Goods Company, 5001-10,000 employeesZendesk 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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
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.
Senior ITSM Solutions Architect
JIT Resources & Solutions (J.I.T.)Information Technology and Services, 11-50 employees
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
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

Verified User
Director in Customer Service
Computer Software Company, 201-500 employeesAlternatives Considered
ServiceNow IT Service Management
Project manager
IndeedInformation Technology & Services, 10,001+ employees
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.
Vice President, e-Commerce
JS Products, Inc.Consumer Goods, 51-200 employees
Scalability
ServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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

Verified User
Engineer in Information Technology
Banking Company, 1001-5000 employeesZendesk 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.
Database Administrator
The Blake SchoolPrimary/Secondary Education, 201-500 employees