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ServiceNow vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

ServiceNow
Ranking in Help Desk Software
1st
Average Rating
8.4
Number of Reviews
214
Ranking in other categories
IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)
Zoho Desk
Ranking in Help Desk Software
6th
Average Rating
8.4
Number of Reviews
19
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of ServiceNow is 25.3%, down from 26.1% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Fabio QUINTANILHA - PeerSpot reviewer
Jan 29, 2024
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company We use the data to compare and review situations, propose improvements, and promote action items. SPM and ITSM features are the most helpful. The product’s standard user experience is…
Babatunde-Olugbode - PeerSpot reviewer
Mar 1, 2024
End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform
For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"Good stable and scalable solution."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"The pricing of the product is quite good. It's not too expensive."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"If you stick to the out-of-the-box solution, it's an easy setup."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The solution doesn't have any bugs."
"The product is quite stable."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The initial setup is easy."
"The ticketing feature is very easy to use, compared to other systems."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The most valuable features of Zoho Desk are archiving queries and analytics."
 

Cons

"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"ServiceNow might need to improve its capabilities to integrate with third-party tools."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"The interface can be a bit more intuitive."
"The solution's user experience could be improved concerning its UI and portals."
"The solution’s pricing is expensive and could be improved."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"Sometimes, the solution has some email issues in a new data center."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"It could be easier to link Zoho Desk and Outlook."
"Zoho Desk needs to be enhanced to support IT service management policies."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"They could enhance the product’s features to customize the automated email responses."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"The solution needs to have more customization on alerts and notifications."
 

Pricing and Cost Advice

"Getting the solution up and running is expensive."
"It has a higher cost compared to local/regional solutions."
"The product cost is higher than that of other vendors."
"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."
"There is an annual subscription to use this solution."
"The solution is expensive."
"ServiceNow is an expensive solution."
"The price of this solution is expensive."
"The solution costs INR 8400 per user."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."
"The product costs $10 to $25 per user per month."
"Zoho Desk is a cost-effective solution."
"Price-wise, Zoho Desk is about 35 USD a month per user."
"The solution is relatively cheap. However, there are additional licensing fees involved."
"Zoho Desk's pricing is more flexible."
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Top Industries

By visitors reading reviews
Educational Organization
25%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
7%
Educational Organization
58%
Computer Software Company
11%
Manufacturing Company
5%
Comms Service Provider
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What needs improvement with Zoho Desk?
Sometimes, the solution has some email issues in a new data center.
 

Comparisons

 

Learn More

 

Overview

 

Sample Customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Find out what your peers are saying about ServiceNow vs. Zoho Desk and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.