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ServiceNow vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

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

Categories and Ranking

ServiceNow
Ranking in Help Desk Software
1st
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
217
Ranking in other categories
IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
Zoho Desk
Ranking in Help Desk Software
7th
Average Rating
8.2
Reviews Sentiment
7.4
Number of Reviews
21
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of ServiceNow is 24.1%, down from 26.7% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Somnath Kand - PeerSpot reviewer
Custom integration and reporting lead to efficient ticket management
There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.
Babatunde-Olugbode - PeerSpot reviewer
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

"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"The Workflow feature is the most valuable."
"Simplicity of Change Manager."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"You can scale the solution."
"The most recent addition of SAM Premium is a game changer for many organizations."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"It is a scalable platform."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"Overall, I consider Zoho CRM to be one of the best CRMs in the market today."
"The initial setup is easy."
"The solution doesn't have any bugs."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The product is quite stable."
 

Cons

"They could improve license management, particularly when integrating different applications or toolsets."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"The capital expenditure neeed to get the tool up and running is extensive."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"There is room for improvement in price."
"The interface requires an upgrade."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"There is a need for bug or error tracking in ServiceNow."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"It could be easier to link Zoho Desk and Outlook."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"The solution should provide an option to autofill some values while creating tickets."
"Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers."
 

Pricing and Cost Advice

"This is a pretty expensive product, so the licensing could be better."
"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
"The product cost is higher than that of other vendors."
"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"The licensing expenses are excessively high."
"For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher."
"The price of this solution is expensive."
"For what it does, it's quite cheap."
"Zoho Desk is a cost-effective solution."
"The solution costs INR 8400 per user."
"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."
"The product costs $10 to $25 per user per month."
"The solution is relatively cheap. However, there are additional licensing fees involved."
"Zoho Desk's pricing is more flexible."
"Zoho Desk's cost is pretty much okay."
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Top Industries

By visitors reading reviews
Educational Organization
27%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
Educational Organization
55%
Computer Software Company
11%
Manufacturing Company
6%
Government
4%
 

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 is your experience regarding pricing and costs for Zoho Desk?
The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.
What needs improvement with Zoho Desk?
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
 

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: April 2025.
849,190 professionals have used our research since 2012.