Samanage vs ServiceNow vs Zendesk comparison

Read 223 ServiceNow reviews

25,791 Views
7,479 Comparison Views

91% willing to recommend

Read 61 Zendesk reviews

3,585 Views
1,613 Comparison Views

93% willing to recommend

Samanage

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Samanage, ServiceNow, and Zendesk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: September 2025).

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Help Desk Software

September 2025

Helped 867,676 peers since 2012

Review summaries and opinions

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

Mindshare comparison

As of September 2025, in the Help Desk Software category, the mindshare of Samanage is 1.5%, up from 0.6% compared to the previous year. The mindshare of ServiceNow is 17.6%, down from 26.1% compared to the previous year. The mindshare of Zendesk is 4.5%, up from 4.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
ServiceNow	17.6%
Zendesk	4.5%
Samanage	1.5%
Other	76.4%

Help Desk Software

Featured Reviews

Moldir Shynggys

Application Security Analyst at a tech services company with 51-200 employees

Great filtering feature and a good analytics dashboard

Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like…

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Read full review

JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.

Read full review

Quotes from Members

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

Pros

"The solution has a great filtering feature."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

"The workflow makes things extremely efficient and it improves effectiveness."

"The most recent addition of SAM Premium is a game changer for many organizations."

"A workflow automation platform that's reliable, performs well, and has good reporting and integration."

"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."

"It's a straightforward and effective approach that minimizes the need for extensive explanations."

"The product's integration functionality in the change management module has significantly improved efficiency in our organization."

"It provides internal clients with greater transparency about their projects and deliverables."

"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."

More ServiceNow pros

"It is a scalable solution."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"The product offers very good management. It has a great ability to assign tickets based on content."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"It's very convenient to use."

"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."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

More Zendesk pros

Cons

"The setting up process is not quite easy. It's quite difficult."

"The system shuts down about once a month which is frustrating."

"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."

"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."

"The solution could improve by being more stable."

"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."

"Creating service catalog forms could be made easier."

"The visuals are the one area where there is opportunity for improvement."

"Making a mobile version would be helpful."

"Its stability and pricing need improvement."

More ServiceNow cons

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"The solution could integrate better with QR codes from some websites such as Facebook."

"The solution itself wasn't easy to set up."

"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."

"You couldn't give administrative access to new hires."

"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."

More Zendesk cons

Pricing and Cost Advice

"It is expensive."

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

"The price is okay for us. It's reasonable."

"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

More ServiceNow pricing and cost advice

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"From what I hear, Zendesk's pricing is a little expensive."

"The price is very competitive."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Top Industries

By visitors reading reviews

Manufacturing Company

13%

Financial Services Firm

12%

Construction Company

12%

Performing Arts

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

22%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	36
Large Enterprise	163

By reviewers
Company Size	Count
Small Business	29
Midsize Enterprise	20
Large Enterprise	11

Questions from the Community

What do you like most about Samanage?

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data an...

What needs improvement with Samanage?

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledg...

What is your primary use case for Samanage?

I use it for incident recording based on your inventory.

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 t...

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 ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding ...

What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for mo...

What needs improvement with Zendesk Support?

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate mor...

SolarWinds Service Desk vs Samanage

Comparisons

Freshservice vs Samanage

Compared 34% of the time

Compared 9% of the time

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BMC Helix ITSM vs ServiceNow

Compared 6% of the time

Pega Platform vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

JIRA Service Management vs Zendesk

Compared 6% of the time

BMC Helix ITSM vs Zendesk

Compared 5% of the time

Freshservice vs Zendesk

Compared 5% of the time

PagerDuty Operations Cloud vs Zendesk

Compared 5% of the time

NICE CXone vs Zendesk

Compared 4% of the time

More Zendesk Competitors

Product Reports

Download Samanage product report

Help Desk Software

September 2025

Download ServiceNow product report

August 2025

Download Zendesk product report

August 2025

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

SolarWinds

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.