We performed a comparison between Kayako and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"Very easy to implement and to respond to my clients' needs."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"ServiceNow is easy to use."
"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"SPM and ITSM features are the most helpful."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"Their cloud management is also not that great compared to other products."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"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."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"There is inherent complexity with this tool because of the number of things that it can do."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
Earn 20 points
Kayako is ranked 44th in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. Kayako is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Kayako is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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