What users are saying about
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Top Rated
283 Ratings
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Top Rated
498 Ratings

ServiceNow

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Top Rated
283 Ratings
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Score 8.1 out of 101

Zendesk

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Top Rated
498 Ratings
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Score 8.3 out of 101

Likelihood to Recommend

ServiceNow

ServiceNow is well suited as a ticketing tool for both large enterprises where major ticketing tool needs to have integrations with multiple third-party apps and the medium scale companies as well, where management doesn't want to spend too much cost and manpower in creating and maintaining a ticketing system. ServiceNow also provides lots of features which helps to reduce the cost of different tools required for individual tasks.
Vaibhav Gupta profile photo

Zendesk

Zendesk is a great support tool for handling support tickets for small to medium size service-oriented organizations. It is more suited towards email and web with limited functionality for social media. If you run a small support team (say 3-15 people) Zendesk is worth the money. There are some features that may work for larger organizations but the need for customization and apps make it difficult to justify unless your profit per supported user is higher than the cost.
Nathan Sichilongo profile photo

Feature Rating Comparison

Incident and problem management

ServiceNow
8.5
Zendesk
8.6
Organize and prioritize service tickets
ServiceNow
9.1
Zendesk
8.9
Expert directory
ServiceNow
8.1
Zendesk
7.9
Service restoration
ServiceNow
8.6
Zendesk
Self-service tools
ServiceNow
8.6
Zendesk
Subscription-based notifications
ServiceNow
8.3
Zendesk
8.2
ITSM collaboration and documentation
ServiceNow
8.4
Zendesk
8.1
ITSM reports and dashboards
ServiceNow
8.3
Zendesk
Ticket creation and submission
ServiceNow
Zendesk
9.3
Ticket response
ServiceNow
Zendesk
9.1

ITSM asset management

ServiceNow
8.1
Zendesk
Configuration mangement
ServiceNow
8.2
Zendesk
Asset management dashboard
ServiceNow
8.2
Zendesk
Policy and contract enforcement
ServiceNow
7.8
Zendesk

Change management

ServiceNow
8.8
Zendesk
Change requests repository
ServiceNow
9.0
Zendesk
Change calendar
ServiceNow
8.6
Zendesk
Service-level management
ServiceNow
8.8
Zendesk

Self Help Community

ServiceNow
Zendesk
8.3
External knowledge base
ServiceNow
Zendesk
8.4
Internal knowledge base
ServiceNow
Zendesk
8.2

Multi-Channel Help

ServiceNow
Zendesk
8.5
Customer portal
ServiceNow
Zendesk
8.6
IVR
ServiceNow
Zendesk
8.2
Social integration
ServiceNow
Zendesk
8.1
Email support
ServiceNow
Zendesk
9.0
Help Desk CRM integration
ServiceNow
Zendesk
8.6

Pros

ServiceNow

  • It does a great job building a CMDB based on data scanned by ITOM. We have looked at lots of competing products and they all require a ton of manual interaction to build a CMDB. The ServiceNow product is the most automated solution we have found.
  • The ITSM product is best of breed and provides all the bells and whistles including chat and automated actions like password reset and machine reboot.
  • The service mapping feature is very nice as it will map the root URL of your applications and create relationships needed to build the visual topology map.
No photo available

Zendesk

  • Simple clean interface that is very easy to pick up and learn.
  • Low administrative overhead which can be setup and managed without a lot of time or expense invested
  • Excellent support staff that has been very responsive to questions.
Kevin Pearce profile photo

Cons

ServiceNow

  • Implementation is still the domain of major consulting companies. This requires large budget projects. It would be good to develop an education and certification program to reduce the need for major integration companies.
  • Maybe confusing at the beginning, too many fields, too much information. Is there a way to start simple and grow?
  • Pay attention to overpromising. The company has great marketing material, great sales people, making it seem to be the tool for all IT needs, but the road may be long and costly.
  • ServiceNow could be a very good enterprise-wide platform but you need to prepare for significant integration and be ready to adopt standard processes.
No photo available

Zendesk

  • Does not have the level of customization or workflow automation that something like SalesForce cases has.
  • The integration to Salesforce was not clean or simple
  • As a contact management system, it is very rudimentary and that is clearly not its strength
Kevin Pearce profile photo

Likelihood to Renew

ServiceNow

ServiceNow 9.9
Based on 12 answers
If was my choice [a long] time ago this software would be gone for good.
Max Lewenhaupt profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
We love Zendesk. For a small IT shop (13 IT Staff, 1,300+ users) it provides everything we need to be efficient and timely in responding to various issues.
David Drinnon profile photo

Usability

ServiceNow

ServiceNow 9.9
Based on 7 answers
Some things are easy, while other things are hard
Michael Sypes profile photo

Zendesk

Zendesk 8.5
Based on 14 answers
This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses
Kris Lambert profile photo

Reliability and Availability

ServiceNow

ServiceNow 10.0
Based on 1 answer
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 profile photo

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood profile photo

Performance

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

Zendesk

Zendesk 8.0
Based on 10 answers
Fast interface and never any performance issues.
Joe London profile photo

Support

ServiceNow

ServiceNow 10.0
Based on 4 answers
The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.
Lee Cullom profile photo

Zendesk

Zendesk 9.1
Based on 18 answers
Lower rating just because they only do general support via support tickets.
Joe London profile photo

Online Training

ServiceNow

ServiceNow 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.
No photo available

Zendesk

Zendesk 7.9
Based on 9 answers
Training was useful and provided us with the resources needed to take our helpdesk to the next level.
Joe London profile photo

Implementation

ServiceNow

ServiceNow 10.0
Based on 3 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 profile photo

Zendesk

Zendesk 9.0
Based on 17 answers
After Zendesk imported our tickets from Desk.com and I migrated our knowledgebase articles and similar, we were good to go.
Chase Sheaffer profile photo

Alternatives Considered

ServiceNow

I was not involved in the selection of ServiceNow. I am just an end user for this software. The other tools I have used were more directed toward project management, rather than issue tracking. At times, ServiceNow stacks up well, making it easy to address tasks assigned to me, communicate and collaborate with stake holders, and track time spent.On the other hand, I find the separate categories of items - incidents, tasks, projects, etc., to be overwhelming and unnecessary. As far as I'm concerned everything is "something I've got o do." I can automatically create change tasks for some, but not others, which makes little sense to me.
Michael Sypes profile photo

Zendesk

Zendesk is much cleaner, simpler, and the support staff is faster to respond with actual solutions than the larger solutions. It is also a lot cheaper, both in license cost and in cost to implement. There are also a number of additional support channels (which I am not personally using) which give us a number of options around supporting customers, again very simply and inexpensively.When I have large scale, complex reporting, integration, or reporting needs, Zendesk will probably come up short compared to the other larger players.
Kevin Pearce profile photo

Scalability

ServiceNow

ServiceNow 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes profile photo

Zendesk

No score
No answers yet
No answers on this topic

Return on Investment

ServiceNow

  • Centralized system for dealing with service issues
  • Makes change management easier
  • Project management tools aren't great for planning sessions
Michael Sypes profile photo

Zendesk

  • Zendesk offers multiple advantages for the company, such as increasing productivity and customer satisfaction rates.
  • It is an effective comprehensive strategy tool that solves the support service when it comes to attracting and maintaining customers.
  • Optimize and organize our customer service process, which makes it an essential tool to attract our customers.
Emely Foster profile photo

Pricing Details

ServiceNow

General

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

Zendesk

General

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

Add comparison