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."It has more extensive features as compared to the other competitors."
"Change management is most valuable."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"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."
"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."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"It is a scalable solution."
"The initial setup is simple and straightforward."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"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."
"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."
"Compared to other products that I have been using, it is not as user-friendly."
"I would like to see Advanced Intelligent Automation."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"I have a problem with the way the solution's price is calculated."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"It's a little expensive compared to other tools."
"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 solution could integrate better with QR codes from some websites such as Facebook."
"It needs to improve in terms of its flexibility, price, and installation."
"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."
"The solution itself wasn't easy to set up."
"The support team is time-consuming, and they don't find the answer to our problem."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"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."
ServiceNow is ranked 1st in Help Desk Software with 211 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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