# Compare Zendesk Suite vs ServiceNow 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Zendesk Suite and ServiceNow based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/164283-254088/Zendesk-vs-ServiceNow --- # Zendesk Suite vs ServiceNow Features and Cost Comparison Last updated March 15th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: Zendesk SuiteServiceNow2/4 selected [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.4 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) [## Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.4 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $39.00/month Value-for-Money 4.2 Functionality 4.4 Ease of Use 4.3 Customer Service 4.3 Reviews Sentiment Based on [4,071 reviews](#user-reviews) Positive 3,636 Neutral 317 Negative 118 [## ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) Starting Price $100.00/month Value-for-Money 4.1 Functionality 4.5 Ease of Use 4.2 Customer Service 4.3 Reviews Sentiment Based on [344 reviews](#user-reviews) Positive 321 Neutral 18 Negative 5 ## Summary * * * Key features rated by users Features selected based on 4,595 reviews from help desk software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 79%Fit High performer Feature ratings Ticket Management 4.5 Real-Time Notifications 4.4 Customizable Fields 4.2 Third-Party Integrations 4.0 Reporting/Analytics 4.2 \--%Fit Missing features Feature ratings Ticket Management 4.5 Real-Time Notifications NA Customizable Fields NA Third-Party Integrations NA Reporting/Analytics 3.7 User satisfaction User satisfaction 4.4 User reviews[4,071](https://www.capterra.com/p/164283/Zendesk/reviews/) Ease of use 4.3 Functionality 4.4 Value for money 4.2 Customer support 4.3 User satisfaction 4.5 User reviews[344](https://www.capterra.com/p/254088/ServiceNow/reviews/) Ease of use 4.2 Functionality 4.5 Value for money 4.1 Customer support 4.3 Price starts from Price starts from $39Per User, Per Month - Free version - Free trial Price starts from $100Per User, Per Month - Free version - Free trial Best for Best for Businesses of all sizes in retail, financial services, education, government, transportation, manufacturing, software, healthcare, telecommunications, media, and more. Best for ServiceNow CMDB is used by IT departments, system administrators, IT operations managers, digital product teams, and enterprise organizations. ## User reviews Pros & cons PT Pablo T. CX Consultant > "This is a platform that will help in a easy-to-use way to provide the best customer support that you can provide, considering omnichannel features and an..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063564) VR Verified Reviewer Systems Administrator > "Tickets can sometimes get stuck in "Suspended" which requires you to add the user who sent the ticket within the suite itself." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7062832) Ifra S. Zendesk Developer > "Zendesk Suite offers strong value for money considering the wide range of features included - ticketing, automation, analytics, and omnichannel support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) LZ Liron Z. Software engineer manager > "As a company with vendors providing data to my company, from time to time we had issues with the data providing platform, in order to have a documented incident..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495406) VR Verified Reviewer Digital asset manager > "I liked that I was able to directly reach out to customer support in a variety of fields, or where this type of support was offered, and that the app/service..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6820510) SL Sapph L. Communications specialist > "Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516134) Abhishek R. Project Analyst > "Along with powerful ticketing system that centralizes customer requests, supports customizable fields, and tracks history for personalized support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) MJ Melanie J. HR Manager > "The latest updates with reporting are difficult to navigate and removed helpful features." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064137) PK Phillip K. IT Support Officer > "I adored Zendesk intelligent ticket selection with automated assignment by skill set and by workload so my team never missed serious problems and the response time..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6857494) JC Jaya C. System Engineer > "In a few cases, tickets didn’t get routed correctly per priority rules slowing down response times when the team was really busy." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6824508) SK Simranjit K. Admin > "It does work as intended and provides day to day help to manage IT operations and helps to manage tickets in efficient manner" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7030541) YK Yevgeniy K. Data Analyst > "However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6584092) SK Sarah K. People Ops Manager > "Zendesk has been a great first ticketing system for our company, and allowing multiple users to act as agents ensures that there is not a blocker/single source of..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6852820) PK Phillip K. IT Support Officer > "The user roles and permissions felt too restrictive, and that adding new agent groups necessitated using multiple separate admin panels." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6857494) CB Cynthia B. Manager of Registration Services > "Coming from the agony of replying to each individual client via Gmail and not being able to compare responses or easily locate past interactions to everything and..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6854934) MB Matthew B. Operations Director > "The pricing structure can also become expensive as you scale, especially if you need premium features." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064363) Abhishek R. Project Analyst > "Its multichannel support, centralization of customer interactions, and strong automation and analytics has always helped my business run smoother." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) ML Mikes L. IT Manager > "Zendesk Suite costs are every day increasing, a challenge to small enterprises" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7079768) CB Cynthia B. Manager of Registration Services > "Managing emails as tickets and having every readily accessible for teams to review interactions that support the quality of everyone’s service is invaluable." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6854934) SC Sean C. Marketer > "It can be expensive for a small business, and ironically, their own customer service is not always available." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7046146) Ifra S. Zendesk Developer > "It helps align sales and support teams by providing context around customer interactions." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) HC Heather C. Marketing Manager > "Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6564092) JJ Jobin J. Senior Platform Engineer > "The reporting tools are useful for tracking team performance and monitoring overall efficiency." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064183) VR Verified Reviewer IT Admin > "While easy to use for customers, some of the backend framework is a little hard to understand for less tech-savvy co-workers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7096715) GC Graziana C. Customer Operations Lead > "Zendesk is powered to bring all the customer support solutions together, with an organized interface" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7077793) MY Melony Y. Senior Director of Consumer Support > "Very often, they don't ask clarifying questions and provide a link to an irrelevant article." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063750) MW Mauricio W. Senior Sales Executive at WhiteWater, Inc. > "Zendesk makes it easy to efficiently centralize customer support and track conversations across multiple channels." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7085661) MG Mayra G. Warehouse Manager > "I experienced that the analysis gets slowed due due to reporting lag since large volume are being handled." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6816940) HT Haruki T. Sr. ADR > "The integration with our CRM allows me to track my interactions and access existing data of the prospect & their company in one place." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6662228) AH Ashli H. Client Solutions Navigator > "Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6484551) JET Jan Ericka T. Customer Service Representative > "The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495494) LZ Liron Z. Software engineer manager > "The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with vendors and..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495406) LS Leonardo S. Support Analyst > "Excellent customer support platform, making it easy to centralize service channels (such as email, WhatsApp, Instagram DM)." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7070758) GY Greg Y. Head of Customer Experience > "There are certain areas which we would prefer to customise wordings / status' that are cumbersome but unable to change which can impact our usage." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6643504) MB Malkiel B. Customer Service Supervisor > "The ticketing system, filtering tickets, and how you are able to asign tickets in the system, it was very good to manage customer service for online stores, tickets..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6641518) DM Dana M. Fulfillment Manager > "This can be very time consuming when notifying a group of customers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7027983) DL David L. Head of Sales > "The all-in-one platform integrates ticketing, chat, email, and social media seamlessly, enhancing team productivity." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6729203) MY Melony Y. Senior Director of Consumer Support > "As the leader of my support team, I would never pay for AI tools that provided this level of support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063750) VR Verified Reviewer Onboarding > "The reporting and analytics features provide valuable insights into support performance metrics, enabling us to identify trends and areas for improvement." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6305827) Abhishek R. Project Analyst > "Also it has a steep learning curve making it a little difficult for new or smaller teams to understand and utilize the tool." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) JI Jahidul I. Finance > "It integrates multiple customer service channels like email, chat, social media, and phone into a single platform, providing a seamless customer support experience." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6528392) Abhishek R. Project Analyst > "Interoperability between some modules might be an issue at the beginning of usage period as well." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) TW Taylor W. Construction Engineering > "Using Zendesk allows for equal distribution of work when it comes to phone calls so that each agent is still able to continue their job with working on the support..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6292315) ST Sebuliba T. Customer Success Manager > "You need to have the budget for this tool if you are planning to use the most professional features and hence would not be a good fit for SMEs and startups to use..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6459568) SC Stefano C. Marketing manager > "It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite represents one..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6571701) Kalina B. Freelance and Human resources > "The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516436) TG Tim G. Customer Service Executive > "Customers now receive faster, more consistent responses, and we can quickly catch repeat issues and improve our product listings or FAQs." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6840216) AC Alliant C. Support Manager > "Sometimes it’s not easy to see at a glance the number of open tickets that each agent is dealing with." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6829250) Ifra S. Zendesk Developer > "The interface is clean and intuitive for agents, making it easy to manage tickets and workflows." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) MD Michelle D. Academic Experience > "The options for smaller teams are not great in terms of features/ pricing." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6848056) SC Stefano C. Marketing manager > "It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6571701) DT Daniel T. IT Engineer > "The reporting leaves alot to be desired. As you move through the tiers it can become pricey." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6773173) AR Anugrah R. Teammate > "The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6382958) HN Harshad N. Technical Support Expert > "Interface is very slow if the laptop gets disconnected from the company VPN and directly connects to the internet." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6703848) SL Sapph L. Communications specialist > "The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516134) KY Katie Y. Head of Customer Success > "They do not notify you in any way if your messages can't be delivered (bounces, etc)" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6723863) BR Busola R. Manager > "I love zendesk for its ability to keep a history of your communication with customers and its ability to easily send and receive emails back and forth" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6326931) NF Niall F. Head of Design > "I thought the user interface was rather confusing, and the lack of multiple templates on the cheapest tier wasn't great." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6499680) DL David L. Head of Sales > "Zendesk Suite has significantly improved our customer support operations at CheckYeti, making it easier to manage and resolve customer issues." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6729203) Andrew K. Chief Executive Officer > "Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6012376) AI Alukut I. IT Support Specialist > "The affordability of Zendesk and the startup program of using the solution completely free for the first six months is the best experience and reliable customer..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6444329) Rudy B. Founder > "Inability to downgrade user numbers in a timely manner, leading to unnecessary charges." [See full review](https://www.capterra.com/p/164283/Zendesk/#GetApp___6366013) VR Verified Reviewer Systems Administrator > "An overall good experience which gives you several options/abilities to make resolving tickets seamless." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7062832) CT Christian T. Senior staff engineer > "The only downside I found with Zendesk Suite is that setting up advanced features can be a bit complicated at first." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6306812) AR Anugrah R. Teammate > "This has made it easier for data to move between systems and made sure that consumer information is constantly available, resulting in a more streamlined workflow." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6382958) SG Shannon G. Administrative > "Having to log in again after a very short amount of inactivity is a pain." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6777576) KM Kauser M. Manager > "Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6390588) TG Tim G. Customer Service Executive > "It also starts to get expensive when you move beyond the most basic plans." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6840216) MB Malkiel B. Customer Service Supervisor > "What I liked the most about Zendesk is all the features it contains to manage customer service and technical support, it is really a complete software and ecosystem." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6641518) PB Paige B. Business support management > "Nothing stands out in terms of not liking the service, just maybe having the option for more customer support agents to login" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6489586) GC Graziana C. Customer Operations Lead > "The ticketing system is brilliant, with robust prioritization capabilities" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7077793) PS Pamela S. Agent > "At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6175439) TK Tim K. Chief of Staff > "The personalized macros really increase Agent productivity too." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7075562) RP Rachel P. Office Manager > "There have been just a few times when I have had to wait for an extended period of time for a live agent to help with an issue." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6325636) SG Steven G. Production Supervisor > "So for us, zendesk even helps our employees handle personal issues at times, freeing the help desk up to handle more difficult matters." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6329222) Rudy B. Founder > "Lost all our data and help center content due to their rigid policies." [See full review](https://www.capterra.com/p/164283/Zendesk/#GetApp___6366013) AG Angela G. Customer support > "Easy to follow to meet customer needs, answer calls, or send emails to meet company needs and delegted tasks." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7119011) RP Randy P. Account manager > "User management on admin side is quite tricky to get used to" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6808598) AC Alliant C. Support Manager > "It works well with many different channels and makes sure no customer message slips through." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6829250) VR Verified Reviewer SDR > "I dislike that it doesn’t give you notifications when you’re not on the page" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6504459) [View Reviews](https://www.capterra.com/p/164283/Zendesk/reviews/) VR Verified Reviewer Software Developer and Consultant > "Overall, ServiceNow has been an effective platform that streamlines operations and supports structured Change Management,..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7065821) VR Verified Reviewer Knowledge Specialist > "At times, especially as a beginner, it may be hard to navigate with all the various levels of a customer..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7052335) VR Verified Reviewer Director > "There is a big number of modules one can add to the platform, including software and hardware inventory, business..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6815963) VR Verified Reviewer Software Developer and Consultant > "The platform can be complex to manage, especially in Change Management where configurations can become cumbersome, and it can..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7065821) JG Justin G. IT Specialist > "ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6857598) NT Nishant T. Sr analyst > "It is costly for SME firms When integrated to outlook, it produce too many auto mailers, which can disturb corporate user now..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6780060) VR Verified Reviewer Customer Marketing Manager > "ServiceNow helps our company organize, interpret and develop data using dashboards." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7054402) GT George T. Operations Manager > "The typing shortcuts usually used in other softwares have different functions that are misleading for example if you type..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6848174) VR Verified Reviewer Software Engineer > "Provides a simple interface that is consistent across all modules and allows end users to have a sikilar experience for all..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6820646) YO Yewande O. HR Coordinator > "Bugs and issues was difficult to resolve as it requires reaching out to customer support all the time" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7049544) JG Justin G. IT Specialist > "Streamlined ticket tracking, customizable workflows, strong automation, and easy integration with ITSM tools." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6857598) TB Thomas B. Risk and Compliance Consultant > "It feels less like buying a house and more like going to the hardware store and buying lumber and supplies. " [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664) Sofia B. Senior Test Engineer > "It also allows for wide customization to create your own process flows and manage tickets for almost any internal process..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6676058) SG Shaun G. Continuous Improvement Analyst > "ServiceNow may be able to be customized in a way that makes it an overall better experience, but as a user from multiple..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6531246) VR Verified Reviewer Software engineer > "ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6637017) JL John L. Automation Engineer > "The links are long guids and hard for humans to understand vs something like jira." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6810764) AK Ahmed K. Consultant Specialist > "It serves as a highly integrated platform that connects all these functions, making it easier to track progress, resolve..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6734940) SN Suraj N. Inside Product Specialist > "sometimes when I have raised the HR ticket, the resolution provided is not upto the mark or is unsolved." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6458767) RG Roman G. Sr. Manager, Internal Audit > "It allows a good customization for different workflows, has connectivity to multiple applications and allows creating..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) RS Robert S. Data Analyst > "Combining data from multiple tables/sources is not straightforward." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6550813) RG Roman G. Sr. Manager, Internal Audit > "Great experience, ServiceNow used as a ticketing tool for access provisioning, change management processes, as well as to..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) RK Rishi K. ITSM Consultant > "Depending on the level of customisation required, servicenow can get expensive to implement." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6539189) CtM Cátia M. ServiceNow Consultant > "Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6525115) JF Javier F. Partners Responsible > "Integration with third-party applications can be challenging at times." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6499587) VR Verified Reviewer Director > "Makes it easy to locate resources that are on the ground on a per-user basis as well, so it helps for risk management in..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6815963) Naveen C. Senior Technical Manager > "Also customizing for specific enterprises is bit time consuming." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6640022) NK Norbert K. Salesforce Analyst > "It helps organize work, automates many processes, and supports team efficiency. Despite the initial learning curve, it..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747) HW Heather W. Principal Compliance Specialist > "I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6536841) Andrew R. Cyber Security and Compliance > "I loved how it allow easy ticket escalation and allowed collaboration with other departments." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7103624) TB Thomas B. Risk and Compliance Consultant > "Its junk if everyone on your teams are really new to it. " [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664) JB Jonathan B. Digital Business Analyst > "It's a very clean software, making it extremely transparent to all users on how to raise and track their cases while giving..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6437241) AF Alexia F. CMO > "The learning curve can be steep, and some features feel a bit overwhelming at first." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6499574) SN Suraj N. Inside Product Specialist > "ability to unify and automate workflows across an organization, making it an incredibly powerful tool for enhancing..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6458767) RG Roman G. Sr. Manager, Internal Audit > "Company support website and its chat bot are not easy to search through or get relevant information." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) EP Eduardo P. Security Analyst Manager > "Their platform is very open and customizable, allowing us to tailor workflows to our needs." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6777458) VR Verified Reviewer Analytic Scientist > "Initially, navigating the ServiceNow platform can be a challenge." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840) MP Mattia P. IT Operations Manager > "An excellent ticketing product, definitely the most famous, it allows for many integrations, many of which are already ready..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6867173) JL John L. Automation Engineer > "UI but it's hard to navigate." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6810764) SM Shreyash M. Manager > "Pretty reliable ticket and issue tracking system and can be very useful in managing all communication." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6849204) SM Shubham M. Consultant > "AI integration is still not the best." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6473118) VR Verified Reviewer Analyst > "I use it occasionally to enter tickets and it's pretty easy for me to track the progress. If anything changes, it notifies me..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6431623) PH Philip H. Application Administrative Developer > "Sometimes it can be to customizable." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6351976) VR Verified Reviewer Senior Desktop Support Technician > "Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6280551) MW Michael W. Owner > "Training curve for new employees can be a pain." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6667847) MA Misbah A. Product and Manufacturing Engineer > "ServiceNow has helped our company implement workflows for our processes that are hard or monotonous to manage." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6693819) VR Verified Reviewer Logistics Specialist > "A bit slow loading speed when there are multiple tabs open" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6129853) CS Cherif S. HR Manager > "It has seamless features that are very easy to apply so managing our IT has been easy and efficient." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7115433) HH Hassan H. Cyber Security Analyst > "Due to extensive feature it offers, sometimes its difficult to find appropriate section which we are looking for and its does..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3778804) JR Janessa R. Product Marketing Manger > "Improved user interface with streamlined dashboards that make it easy to get and give insight into work." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6842669) DP Dulsy P. Project manager associate > "Documentation ordering is not easy to understand the flow of product" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4720443) NK Norbert K. Salesforce Analyst > "It also integrates easily with other systems like Salesforce CRM for example" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747) VR Verified Reviewer Azure Cloud Engineer > "Interface can be cumbersome." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4992308) RK Rishi K. ITSM Consultant > "Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6539189) RB ROB B. Operations Manager > "Cost, it is not equitable for small businesses." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6191616) VK Virginia K. IT Manager > "The drag and drop feature is helpful .It's integration with other apps is seamless making the whole experience..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6756012) VsrP Vidya sagar reddy P. Cloud Support Engineer > "Its very complex with multiple development modules, sometimes its very heavy to load and it takes time opening few links." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3818089) MS Manon S. Associate software engineer > "It automatically routed service requests to the right team, speeding up our response times significantly." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6356329) VR Verified Reviewer IT Systems Engineer II > "The clunkiness of the product was discouraging." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___5086346) VR Verified Reviewer Software engineer > "ServiceNow is a great tool for any IT management it improves overall productivity by streamlining complex workflows." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6637017) SS Sudhir S. CASS Lead > "This led to a number of internal complaints as we had to requests the users to open new tickets for the same request." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4588741) PP Prachi P. Manager > "Effective and easy to use interface, with the ability to configure workflows to suit varying processes." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6834638) UM Uddipan M. Data Engineering Manager > "Sometimes UI response it bit slow which makes users to wait before form response." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3711774) TB Thomas B. Risk and Compliance Consultant > "It provides an incredibly flexible ticket and project platform. " [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664) SN Soumalya N. Architect > "Changes created by “Copy Change” can not be tracked separately" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3815836) LS Lewis S. Systems and Network technician > "Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6438804) SN Soumalya N. Architect > "OOB baseline does not support some level of access control for change which it should have" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3815836) Rohit M. software development engineer > "We have been using ServiceNow for ITSM and CSM modules from couple of years now, they are consistent and in every 6th month..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4869448) Chetan T. Customer Experience Director > "Custom applications running on SNOW can be a little buggy at times." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3813097) Andrew R. Cyber Security and Compliance > "It has a great user interface that is very easy to manipulate and learn from an end user perspective." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7103624) SS Sudhir S. CASS Lead > "In the past, we have had challenges in re-opening the service now tickets once they were closed in error." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4588741) CS Cherif S. HR Manager > "It is very intuitive and easy to use so new user with no technical skills do not struggle to navigate this tool." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7115433) VR Verified Reviewer Mechanical Engineer > "The self service portal is hard to use for tracking your requests." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4631061) SD Suzanne D. Engineer > "It integrates with a lot of other systems and has many other modules that can be added" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6727422) UG Utkarsh G. Administrator > "Sometimes there is some seconds latency in opening tickets, this needs improvement" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4523663) VR Verified Reviewer Analytic Scientist > "ServiceNow is useful for tracking tickets' status." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840) AV Ashish V. Solution Architect > "Its difficult to manage it through mobile devices." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3509462) Naveen C. Senior Technical Manager > "I have been using since more than 5 years for Incident management and lifecycle of incidents and it really helped." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6640022) Kavindu Githsara K. System Specialist > "However, its cost and complexity may be drawbacks for some users" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4389173) SM Shreyash M. Manager > "Has easy integration with multiple systems" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6849204) VR Verified Reviewer Staff Engineer > "There own resolution systems are slow sometimes" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3858620) [View Reviews](https://www.capterra.com/p/254088/ServiceNow/reviews/) ## User interface 4.41 (4,071) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) 4.46 (344) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Access Controls/Permissions 207 Important Activity Dashboard 150 Important AI Copilot 120 Important Zendesk Suite Top features 30/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/164283/Zendesk/#features) ServiceNow 18/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/254088/ServiceNow/#features) ### Recognition No recognitions have been awarded to Zendesk Suite No recognitions have been awarded to ServiceNow ### Deployment & support Zendesk Suite Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ServiceNow Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Zendesk Suite - By Zendesk - Located in United States - Founded in 2007 ServiceNow - By ServiceNow - Located in United States - Founded in 2012 ## Popular Comparisons [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,766)](https://www.capterra.com/p/61368/Salesforce/reviews/) $39/month Price $25/month 4.4 Features 4.4 4.3 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-164283/Salesforce-vs-Zendesk) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $100/month Price $25/month 4.5 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/202528-254088/Milvus-vs-ServiceNow) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $39/month Price $15/month 4.4 Features 4.6 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-164283/LiveAgent-vs-Zendesk) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $100/month Price $19/month 4.5 Features 4.3 4.2 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-254088/Freshdesk-vs-ServiceNow) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,713)](https://www.capterra.com/p/62194/LiveChat/reviews/) $39/month Price $25/month 4.4 Features 4.5 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-164283/LiveChat-vs-Zendesk) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/) $100/month Price $29/month 4.5 Features 4.3 4.2 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/132997-254088/Freshservice-vs-ServiceNow) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $39/month Price $19/month 4.4 Features 4.3 4.3 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-164283/Freshdesk-vs-Zendesk) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Supremo Remote Desktop](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/) [4.67 (447)](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/reviews/) $100/month Price $199/year 4.5 Features 4.5 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/177094-254088/Supremo-Remote-Desktop-vs-ServiceNow) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $39/month Price $25/month 4.4 Features 4.7 4.3 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/164283-202528/Zendesk-vs-Milvus) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) $100/month Price $20/month 4.5 Features 4.5 4.2 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/227102-254088/JIRA-Service-Management-vs-ServiceNow) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) $39/month Price $0/month 4.4 Features 4.6 4.3 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/144040-164283/Tidio-Chat-vs-Zendesk) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Atera](https://www.capterra.com/p/144309/Atera/)[4.55 (446)](https://www.capterra.com/p/144309/Atera/reviews/) $100/month Price $129/month 4.5 Features 4.3 4.2 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/144309-254088/Atera-vs-ServiceNow)