# ServiceNow Customer Service Management Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about ServiceNow Customer Service Management Software - reviews, pricing plans, popular comparisons to other Customer Service products and more. Source: https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management --- # ServiceNow Customer Service Management Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) ServiceNow Customer Service Management ## What is ServiceNow Customer Service Management? ServiceNow Customer Service Management (CSM) serves enterprise-wide customers and streamlines operations to resolve issues quickly with automated workflows. With CSM, you can empower customers to self-serve or seek agent support on any channel. Communicate status updates and resolve issues before customers are even aware they exist with early detection on trending problems. Boost agent performance with a modern, highly configurable UI and a single workspace to manage and see case activity. ## What is ServiceNow Customer Service Management used for? [IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Knowledge Management](https://www.capterra.com/knowledge-management-software/) Top alternative Featured Overall rating Based on 151 user reviews Reviews sentiment Positive 87% Neutral 11% Negative 3% Pros & cons Comprehensive ticket tracking system Integrated customer service platform Frequent slowness and lag Contact vendor for pricing Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for ServiceNow Customer Service Management?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.servicenow.com/&name=ServiceNow Customer Service Management) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### ServiceNow Customer Service Management 4.4 (151) VS. [4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting Price Contact vendor Starting Price $15 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.1 (151) Ease Of Use 4.6 (1,733) Value For Money 4.1 (111) Value For Money 4.6 (1,487) Customer Service 4.2 (110) Customer Service 4.7 (1,506) ## ServiceNow Customer Service Management alternatives [4.5 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (2,211)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/alternatives/) ## Pros and Cons Comprehensive ticket tracking system 78% positive reviews out of 49 Most reviewers find ticket management efficient, enabling easy tracking, categorization, and quick resolution of issues. Frequent slowness and lag 91% negative reviews out of 23 Most users report performance and speed issues, with slow page loads and occasional unresponsiveness disrupting workflow. Integrated customer service platform 88% positive reviews out of 34 Most reviewers describe customer support as streamlined, centralizing requests and enhancing user satisfaction through automation. ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Support Ticket Management 4.2 (32) 81.25% of 32 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Knowledge Base Management 4.5 (18) 88.89% of 18 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Alerts/Escalation 4.4 (13) 53.85% of 13 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Customer Database 4.0 (13) 61.54% of 13 reviewers that rated this feature as important or highly important A collection of customer information such as contact details, demographics, previous interactions, etc. Task Management 4.5 (13) 76.92% of 13 reviewers that rated this feature as important or highly important Create, manage and track all task activities and progression Incident Management 4.4 (11) 90.91% of 11 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents ServiceNow Customer Service Management 111 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Agents can view and manage all customer requests and interactions. A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Software program that continuously adjusts its behavior based on observed data System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Application programming interface that allows for integration with other systems/databases Track, manage and store the applications of potential future members, customers or candidates Assign issues and tasks based on availability or required skills Tickets are automatically assigned to specific agents based on predefined rules Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Manage and track all past and future calls. Listen to live phone conversations for the purpose of training and assessing agent performance Track and report on all incoming and outgoing calls Sends voice calls to a specific queue based on predetermined criteria Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Transfers live calls to other agents Identify the number and contact information of a caller before answering the phone Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Track and monitor efficient handling of all changes/transitions Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Provides a channel for team members to share media files, communicate, and work together Leave comments and notes on documents for others to view Manage and track all internal and external communication conducted via calls, email, text, or chat Computer-telephony integration is the use of computers to manage telephone calls Configure existing workflows to meet your organization's needs Centralized database of stakeholders and their contact information such as names, address, phone number etc. Manage, organize, and store contact information Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system A collection of customer information such as contact details, demographics, previous interactions, etc. Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Access previous interactions or concerns to maintain customer relationships A website or login for customers to access information Customize data fields to support various needs and use cases Connect to big data sources Import and export data to and from software applications Ability to handle large datasets Assemble applications and processes by dragging over and arranging pre-built components Manage, store and organize emails within the system or via third-party apps Tracks metrics that provide insight into how a user interacts with any interface or product Predefined actions automatically performed on the occurance of specific events Search for specific words or phrases within a document or database Managing service requests, incidents, IT issues & support with a ticketing system Manage and track all disruptions and incidents Track interaction history by documenting conversations for contacts Allow the audience to interact or engage with the content Track and manage inventory levels to maintain proper supply Inspecting the issue resolution process for compliance with related systems and regulatory guidelines Identify and respond to unexpected problems or failures (ie. "negative events") Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Ability to chat online in real time Enable businesses to implement machine learning algorithms on business data such as sales and revenue Share, track, and store machine learning models and data. Access the system via a mobile application Process of testing an ML algorithm by feeding it training data to learn from Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage and support multiple languages Process and analyze human language in text or audio form Drag and drop/visual interfaces that allow non-tech users to build without writing code Generate personalized communications upon request to meet customer needs Manage the process of receiving, preparing, and delivering orders for goods/products Track orders throughout the fulfillment process Organize and manage the accomplishments and development of employees or performance of applications or systems A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Adjust communications based on previous interactions or personal preferences Predict future data based on historical data sets Arrange tasks based on the level of priority or urgency Streamlining repetitive tasks and activities through automated and predefined workflows Create, manage, or update project workflows. Create, send, and track purchase orders and their statuses Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Monitor wait time and abandonment for incoming requests that have not been routed Analyze and gain insights into data in real-time Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Receive system updates as soon as any changes are made Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Set & manage permission levels based on user roles and restrict access to only authorized individuals Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Analyze the current state of sales data to accurately understand trends and forecast future sales numbers. Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. Search and filter data across systems to locate required information by entering keywords or certain criteria Access, combine, transform, and store data without the help of an IT department Online portal through which end users can access the system, manage tasks, or obtain information Generate reports on your own without IT involvement Set and monitor service level agreements to ensure timely response and resolution Send messages via SMS Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Manage special order requested by a customer Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Create, manage and track all task activities and progression Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues Review data from past periods to reveal recurring tendencies and predict future performance Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks Interact with data visualization elements, such as charts and graphs, to drill down into data Alter the default workflow to meet your organization's needs Create, design and manage workflows for repetitive tasks A set of processes to optimize the productivity of its employees Get Advice We can help you find the software with the features you need. Features 4.3 (151) 4.3 Based on 151 reviews ## Pricing Value for money 4.1 (111) ### Starting price Contact vendor for pricing Free trial not available Value for money 4.1 (111) 4.1 Based on 111 reviews ## Integrations [ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Webex Suite](https://www.capterra.com/p/237272/Webex/)[ Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[ Five9](https://www.capterra.com/p/132405/Five9/)[ Vonage Business Communications](https://www.capterra.com/p/159047/Vonage-Business/)[ TenFold](https://www.capterra.com/p/144586/Tenfold/)[ Bright Pattern](https://www.capterra.com/p/130369/Bright-Pattern/) 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. ## Support, customer service and training options Customer Service 4.2 (110) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.2 (110) 4.2 Based on 110 reviews ## User reviews Overall rating 4.4 Based on 151 reviews Filter by rating 5(81) 4(50) 3(16) 2(1) 1(3) Mentioned topic Sorted by most recent PS Preeti S. Software Engineer Financial Services ### "Honest Review about ServiceNow Customer Service Management" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 June 30, 2025 My overall experience with ServiceNow Customer Service Management has been really good. The comprehensive handling of customer enquiries makes it very reliable . Pros The thing that I like the most about ServiceNow Customer Service Management is that the interface is very easy to understand interface and is also very easy to navigate. Raising tickets is very easy. Also, the platform uses very easy to understand English. Cons At times, I find it not very intuitive and also certain features seem a little overwhelming for the beginners. Also, sometimes it is non -responsive or slow to to respond . Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AF Analia F. Ssr. QA Tester Insurance ### "Great tool for incidents and service requests management" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 16, 2024 Great tool for incidents and service requests management Pros It provides full integration with teams and tasks, allowing to easy monitoring their status and progress Cons It has so many branches to get an incident sent to. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. TR Tomia R. Sr. Help desk Anaylst Information Technology and Services ### "Everything you need right at your fingertips" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 August 28, 2024 It made life as an analyst very easy. Know that everything you need to know about a ticket is all in one place Pros I like that everything you need to know is in the system Cons It can be a little overwhelming when you first start Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AU Anonymous User Lead Security Consultant Information Technology and Services ### "ServiceNow - Integrate all you can . One stop for Managing your IT Lifecycle." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 12, 2024 Pros Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot. Cons Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SM Solomon M. Project manager Information Technology and Services ### "My Incredibly High Valued Review on ServiceNow Customer Service Management " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 7, 2024 Pros It is easy to manage our staffs effectively. It has an easy to use and userfriendly interface that is fit for all our employees. It is easy to cut tickets to our customers having issues. Cons There is nothing we liked the least.It delivered to our company's expectations Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) [Front](https://www.capterra.com/p/132901/Front/) The customer service we receive is incomparable. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AU Anonymous User HR people support Human Resources ### "ServiceNow is the best tool for Ticketing Management" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 10/10 May 3, 2024 Pros 1\. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly. Cons The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SK Song Kean T. NOC SOC Manager Telecommunications ### "A refreshing tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 April 2, 2024 Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool. Pros The ability to build personal and team reporting dashboards Cons Documentation to get help on creating filters Switched from [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Organization's decision to save cost and increase efficiency Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. KD Karan D. operation Engineer Information Technology and Services ### ""ServiceNow helps me to manage the Shift Schedule, Daily Incidents, Status of tickets etc"" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 25, 2024 ServiceNow provides interface to users to raise incident tickets so intimation about an production issue in application will be highlighted within the organization, hence tracker maintenance solution is provided. Also Ticket status and where the SN call is pending or concern team when work done or halted a message can be provided within the flow of ticket itself is a good user interface so we as operation engineer can easily identify the root cause and suggest solution to respective teams to tackle or resolve the issues Pros As a operation Lead i use ServiceNow on daily basis , it helps me checking shift schedule of my team so as i can assign tasks 2) also to check the current status of Service tickets as like where the call is pending so to get follow up with concern team,3)ServiceNow helps to raise Incident or issues occurs for production application environment to report to centralized senior management team so as to keep tracker Cons Has two view for dashboard one basic view enable to raise tickets and other is agent view to get details about various things about ticket in-depth details and dashboard customization services. In spite can have to different link so that users can use either one which required also we can offer to user which specifically used by that designation Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. OV Omkar V. Network analyst Business Supplies and Equipment ### "Service noe-best ticketing plateform" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 10, 2024 I am using service now from last two year, i found it very easy comfortable and best application for it ticket and incident management. Pros I like service now ticketing tool like categorised ricketing environment, proper work not addition and multiple types of ticket. Cons Nothing to be disliked in service now it is best used by industries for ticketing purpose and solving customer queries. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JC James C. Engineering Consultant Automotive ### "Don't use IT Service Now" 1.0 Overall Rating 1.0 1.0 Ease of Use 2.0 2.0 Features 2.0 2.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 December 27, 2023 Don't use Service Now. don't waste your money. Pros None of the Service Now items belong to the "Like" group. Cons Service Now technician can not fix anything. It is worthless. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) Popular comparisons [LiveAgent vs ServiceNow Customer Service Management](https://www.capterra.com/compare/102188-225960/LiveAgent-vs-ServiceNow-Customer-Service-Management)[Freshdesk vs ServiceNow Customer Service Management](https://www.capterra.com/compare/124981-225960/Freshdesk-vs-ServiceNow-Customer-Service-Management)[Zendesk Suite vs ServiceNow Customer Service Management](https://www.capterra.com/compare/164283-225960/Zendesk-vs-ServiceNow-Customer-Service-Management)[Zoho Desk vs ServiceNow Customer Service Management](https://www.capterra.com/compare/169505-225960/Zoho-Desk-vs-ServiceNow-Customer-Service-Management)[ManageEngine ServiceDesk Plus vs ServiceNow Customer Service Management](https://www.capterra.com/compare/179501-225960/ManageEngine-Service-Desk-Plus-vs-ServiceNow-Customer-Service-Management) [Dynamics 365 vs ServiceNow Customer Service Management](https://www.capterra.com/compare/157279-225960/Dynamics-365-vs-ServiceNow-Customer-Service-Management)[Salesforce Service Cloud vs ServiceNow Customer Service Management](https://www.capterra.com/compare/136189-225960/Salesforce-vs-ServiceNow-Customer-Service-Management)[Bitrix24 vs ServiceNow Customer Service Management](https://www.capterra.com/compare/113540-225960/Bitrix24-vs-ServiceNow-Customer-Service-Management)[Front vs ServiceNow Customer Service Management](https://www.capterra.com/compare/132901-225960/Front-vs-ServiceNow-Customer-Service-Management)[Supportbench vs ServiceNow Customer Service Management](https://www.capterra.com/compare/155934-225960/Supportbench-vs-ServiceNow-Customer-Service-Management)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. 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