We performed a comparison between LiveAgent and ServiceNow 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."Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"It allows us to filter the data, create graphs, and get detailed reports."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"It is robust and very user-friendly."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"Local solutions have lower costs."
"I would like to see Advanced Intelligent Automation."
"Their cloud management is also not that great compared to other products."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"The licensing needs to be divided into tiers in order to attract lower-level users."
Earn 20 points
LiveAgent is ranked 33rd in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. LiveAgent is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". 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". LiveAgent is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our LiveAgent vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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