We performed a comparison between ServiceNow and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"Data in reports and dashboards are easily accessible."
"ServiceNow was the first true enterprise to service management platform."
"If you stick to the out-of-the-box solution, it's an easy setup."
"Easy to integrate with third-party applications."
"It allows us to filter the data, create graphs, and get detailed reports."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"We rarely had issues with Zendesk."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It's a very stable tool, very powerful."
"It is a scalable solution."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"Zendesk Support has a lot of good APIs."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"Integration capabilities can improve."
"The visuals are the one area where there is opportunity for improvement."
"The capital expenditure neeed to get the tool up and running is extensive."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"It needs to improve in terms of its flexibility, price, and installation."
"You couldn't give administrative access to new hires."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The dashboard could be better."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. ServiceNow is rated 8.4, while Zendesk is rated 8.2. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas Zendesk is most compared with JIRA Service Management, Atlassian Confluence, Freshservice, Microsoft Dynamics CRM and Moveworks. See our ServiceNow vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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