Easy and Hassle free Ticketing System ServiceNow Customer Service Management.
April 02, 2025

Easy and Hassle free Ticketing System ServiceNow Customer Service Management.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller

Software Version

Professional

Overall Satisfaction with ServiceNow Customer Service Management

We're using ServiceNow Customer Service Management in our organization for internal IT, Legal and People & Culture support. It is quiet an effective way of managing support tickets.

As a user, I when I raise any ticket I get full visiblity of my case's progress. I can reach out to the support rep working on my case from the tool itself. The commenting option is very helpful to me as some time due to timezone difference the reps or I am not available. So I can just go ahead and leave the required comment in the comment section and whenever the rep comes online. They will start working on my case accordingly.

Pros

  • Case Management
  • Keeping record of your support tickets
  • Everything is centralised

Cons

  • The user interface can be more interactive
  • The can be a chat option for immediate assistance
  • There can be a centralised dashboard where user can get information about their past cases
  • ServiceNow Customer Service Management has been used globally in our organization, and I have to say it integrated very well with our CRM
  • One of our company's core value is "CUSTOMER SATISFACTION" in that aspect ServiceNow Customer Service Management have given pretty strong ROI
  • Even for internal purposes, ServiceNow Customer Service Management has proven to be very effective
ServiceNow Customer Service Management has been in our organization for quiet a while now. We tried other solutions as well. But they were not as effective as as ServiceNow Customer Service Management, either they're not cost effective or they lack the features. ServiceNow Customer Service Management however, is a complete package it's soft effective and it comes with the features that suffice our business need. In a nutshell ServiceNow Customer Service Management is what we need!
Atlassian Jira was not a cost effective solution for us, and it lacks couple of feaures as well.

Zoho Desk however was fulfilling our requirements but Zoho's support systems were not up to our expectations. The support team's response was delayed and resolutions were not satisfactory. Also, to use the product to it's full efficiency, it requires us to purchase add-ons.






Do you think ServiceNow Customer Service Management delivers good value for the price?

Yes

Are you happy with ServiceNow Customer Service Management's feature set?

Yes

Did ServiceNow Customer Service Management live up to sales and marketing promises?

Yes

Did implementation of ServiceNow Customer Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow Customer Service Management again?

Yes

In a situation where user wants to have a full visibility about their case and whats to check its progress. There where ServiceNow Customer Service Management is very well suited.

A situation that requires collaboration, that's where ServiceNow Customer Service Management lacks some features. However, I think these will be introduced in the tool in near future

ServiceNow Customer Service Management Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Subscription-based notifications
8
ITSM collaboration and documentation
7
Ticket creation and submission
9
Ticket response
8
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
8.3
Customer portal
7
Social integration
8
Email support
9
Help Desk CRM integration
9

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