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ServiceNow vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Scalability Issues

Sentiment score
7.9
ServiceNow scales effectively, accommodating larger user bases, though cost and performance issues may require closer attention during implementation.
No sentiment score available
 

Valuable Features

Sentiment score
8.4
ServiceNow provides flexible, customizable IT solutions with integration capabilities and intuitive design, enhancing workflows and departmental collaboration.
No sentiment score available
 

Room For Improvement

Sentiment score
4.5
ServiceNow faces challenges with high costs, complex usability, limited support, and needs improvements in flexibility, integration, and documentation.
No sentiment score available
 

Stability Issues

Sentiment score
8.0
ServiceNow is highly stable and reliable, with minimal downtime and excellent performance, despite occasional minor issues.
No sentiment score available
 

Customer Service

Sentiment score
8.5
ServiceNow's support is praised for responsiveness but inconsistent with complexities; community aids, yet customization support needs improvement.
No sentiment score available
 

Setup Cost

No sentiment score available
ServiceNow's pricing is high, often per-user, with variable costs needing negotiation for better transparency and flexibility.
No sentiment score available
 

Categories and Ranking

ServiceNow
Ranking in Help Desk Software
1st
Average Rating
8.4
Reviews Sentiment
7.4
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
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.
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.
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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
59%
Computer Software Company
12%
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.
816,406 professionals have used our research since 2012.