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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
8.4
Reviews Sentiment
6.9
Number of Reviews
216
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
20
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 biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"ServiceNow is easy to use and has a user-friendly interface."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"It has an excellent capability to integrate different access points."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."
"The product provides communication features like chats and calls."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"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."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"Zoho Desk is very flexible, just like the other applications of Zoho."
 

Cons

"Local solutions have lower costs."
"Complexities in the organization made the initial deployment complex."
"Very expensive."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"Needs additional software titles and easier normalization."
"There is inherent complexity with this tool because of the number of things that it can do."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"As per customer requirements, it may have some limitations."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"It could be easier to link Zoho Desk and Outlook."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"Zoho Desk needs to be enhanced to support IT service management policies."
"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"They could enhance the product’s features to customize the automated email responses."
 

Pricing and Cost Advice

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
"The platform offers a free trial, by providing a free developer instance once you sign up."
"It is fairly expensive."
"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."
"The price is okay for us. It's reasonable."
"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
"There are licensing fees."
"The solution is expensive."
"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."
"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 solution is relatively cheap. However, there are additional licensing fees involved."
"Zoho Desk is a cost-effective solution."
"For what it does, it's quite cheap."
"Zoho Desk's cost is pretty much okay."
"Price-wise, Zoho Desk is about 35 USD a month per user."
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Top Industries

By visitors reading reviews
Educational Organization
28%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
Educational Organization
59%
Computer Software Company
10%
Manufacturing Company
5%
Media Company
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 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: March 2025.
844,944 professionals have used our research since 2012.