ServiceNow vs TOPdesk vs Zendesk comparison

ServiceNow and TOPdesk are both solutions in the Help Desk Software category. ServiceNow is ranked #1 with an average rating of 8.7, while TOPdesk is ranked #17 with an average rating of 8.0. ServiceNow holds a 21.3% mindshare in HDS, compared to TOPdesk’s 2.2% mindshare. Additionally, 91% of ServiceNow users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

ServiceNow

Read 222 ServiceNow reviews

8,346 Views
1,509 Comparison Views

91% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

877 Views
108 Comparison Views

84% willing to recommend

Zendesk

Read 60 Zendesk reviews

1,431 Views
400 Comparison Views

93% willing to recommend

ServiceNow

TOPdesk

Zendesk

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Executive Summary

We performed a comparison between ServiceNow, TOPdesk, 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: June 2025).

Buyer's Guide

Help Desk Software

June 2025

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Helped 859,957 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 July 2025, in the Help Desk Software category, the mindshare of ServiceNow is 21.3%, down from 26.2% compared to the previous year. The mindshare of TOPdesk is 2.2%, up from 1.7% compared to the previous year. The mindshare of Zendesk is 4.6%, up from 4.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

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

Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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 ( /products/klaviyo-reviews ), 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 most valuable features of the solution are the ease of use and the sensor for ticketing systems."

"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."

"We have found change management and CMDB to be very useful."

"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."

"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."

"You can scale the solution."

"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."

"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

More ServiceNow pros

"Its ITSM approach is quite useful."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"The most valuable feature of the solution is the ticketing feature."

"The most valuable feature of this solution is the incident management module."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"The most valuable feature of TOPdesk is the reports."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"Change management is the most critical feature."

More TOPdesk pros

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"The stability has been very good."

"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"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."

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

"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."

More Zendesk pros

Cons

"One thing I don't care for is the reporting and the way it functions."

"Their cloud management is also not that great compared to other products."

"When it comes to changing some of the features, I would like a little more leeway."

"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."

"The solution's user experience could be improved concerning its UI and portals."

"It's too complicated and there are too many options."

"I have enjoyed all the features. There is not any feature that I have missed or didn't have."

"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"

More ServiceNow cons

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"It is time-consuming to add new users."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"The solution should be made more user-friendly."

"Change management implementation, facility management, and making reservations on assets can be improved."

More TOPdesk cons

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

"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."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

"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."

"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."

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

More Zendesk cons

Pricing and Cost Advice

"I would say it is moderately expensive, ranging from six to seven on a scale of ten."

"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 mandatory minimum is US$ 20,000 for licensing."

"The product cost is higher than that of other vendors."

"The licensing expenses are excessively high."

"They could be more competitive with their licensing."

"In Tunisia, the companies find the licensing costs to be expensive."

"For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher."

More ServiceNow pricing and cost advice

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The solution's pricing is reasonable and not expensive."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"TOPdesk's pricing is cheaper than Jira's."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution is inexpensive compared to competitors."

"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."

"The price is very competitive."

"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."

"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."

"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."

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

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Top Industries

By visitors reading reviews

Educational Organization

16%

Computer Software Company

12%

Financial Services Firm

11%

Manufacturing Company

Educational Organization

28%

Computer Software Company

15%

Manufacturing Company

Financial Services Firm

Computer Software Company

24%

Financial Services Firm

Educational Organization

Manufacturing Company

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 t...

See all answers

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 ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

See all answers

What do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

See all answers

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

See all answers

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 ...

See all answers

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...

See all answers

What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-r...

See all answers

Comparisons

BMC Helix ITSM vs ServiceNow

Compared 7% of the time

Pega Platform vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

JIRA Service Management vs TOPdesk

Compared 16% of the time

Freshdesk vs TOPdesk

Compared 15% of the time

GLPI by Teclib vs TOPdesk

Compared 10% of the time

BMC Helix ITSM vs TOPdesk

Compared 8% of the time

ProProfs Help Desk vs TOPdesk

Compared 6% of the time

More TOPdesk Competitors

PagerDuty Operations Cloud vs Zendesk

Compared 7% of the time

Freshservice vs Zendesk

Compared 6% of the time

BMC Helix ITSM vs Zendesk

Compared 6% of the time

Microsoft Dynamics 365 Customer Service vs Zendesk

Compared 6% of the time

JIRA Service Management vs Zendesk

Compared 5% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

ServiceNow

June 2025

Download ServiceNow product report

Buyer's Guide

Help Desk Software

June 2025

Download TOPdesk product report

Buyer's Guide

Zendesk

June 2025

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

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.”

ServiceNow

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

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.

Zendesk

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

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: June 2025.

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