We performed a comparison between ServiceNow and Zoho Desk 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."The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"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."
"The subsequent chain of tasks, I believe, is valuable."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"There are many expansions available."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"The workflow makes things extremely efficient and it improves effectiveness."
"The product has a lot of features."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"It is a scalable platform."
"The initial setup is easy."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"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."
"The visuals are the one area where there is opportunity for improvement."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"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."
"It's a little expensive compared to other tools."
"ServiceNow's mobile app should be seamless and it is not right now."
"The ability to embed help information onto the screens."
"The solution should provide an option to autofill some values while creating tickets."
"Sometimes, the solution has some email issues in a new data center."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"They could enhance the product’s features to customize the automated email responses."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"It could be easier to link Zoho Desk and Outlook."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"There is room for improvement in terms of integration."
ServiceNow is ranked 1st in Help Desk Software with 210 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. ServiceNow is rated 8.4, while Zoho Desk is rated 8.4. 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 Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas Zoho Desk is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk, Freshservice and ManageEngine SupportCenter Plus. See our ServiceNow vs. Zoho Desk report.
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