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- ServiceNow Customer Service Management-vs-Zendesk Support Suite
Compare ServiceNow Customer Service Management and Zendesk Support Suite 
At a Glance
Market Segments
Enterprise (60.2% of reviews)
Mid-Market (45.4% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
ServiceNow Customer Service Management
Star Rating
(201)4.4 out of 5
Market Segments
Enterprise (60.2% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementZendesk Support Suite
Star Rating
(6,222)4.3 out of 5
Market Segments
Mid-Market (45.4% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in ticket creation user experience, scoring 8.8, while ServiceNow Customer Service Management slightly edges out with a score of 8.9. Reviewers mention that Zendesk's intuitive interface makes it easy to create tickets quickly, but some users feel that ServiceNow's additional features enhance the overall experience.
- Reviewers mention that ServiceNow Customer Service Management shines in ticket collaboration, achieving a score of 9.1 compared to Zendesk's 8.6. Users say that ServiceNow's collaborative tools allow for seamless communication among team members, which is crucial for resolving complex issues.
- Users on G2 highlight that Zendesk Support Suite has a strong knowledge base feature, scoring 8.5, which many find helpful for self-service support. In contrast, ServiceNow's knowledge base scores slightly lower at 8.1, with reviewers noting that while it is functional, it lacks some of the user-friendly aspects found in Zendesk.
- Reviewers mention that ServiceNow Customer Service Management offers superior SLA management, scoring 8.7 compared to Zendesk's 8.1. Users report that ServiceNow's robust SLA tracking features help ensure compliance and improve service delivery, making it a preferred choice for enterprises with strict service level agreements.
- Users say that Zendesk Support Suite provides a better overall ease of use with a score of 8.5, while ServiceNow scores 8.4. Reviewers appreciate Zendesk's straightforward navigation and user-friendly design, which can be particularly beneficial for teams that require quick onboarding.
- G2 users report that ServiceNow Customer Service Management has a more favorable product direction score of 9.2 compared to Zendesk's 7.9. Reviewers mention that ServiceNow's commitment to continuous improvement and feature updates gives them confidence in the product's future, which is a significant factor for long-term planning.
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Pricing
Entry-Level Pricing
ServiceNow Customer Service Management
No pricing availableZendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
ServiceNow Customer Service Management
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.8
131
8.6
4,812
Ease of Use
8.4
148
8.5
4,855
Ease of Setup
7.9
91
7.9
2,921
Ease of Admin
8.4
57
8.2
2,945
Quality of Support
8.4
117
8.4
4,501
Has the product been a good partner in doing business?
8.6
58
8.4
2,869
Product Direction (% positive)
9.2
118
7.9
4,467
Features by Category
Ticket and Case Management
9.0
36
|
Verified
8.8
2268
|
Verified
8.8
36
|
Verified
8.7
2284
|
Verified
8.8
36
|
Verified
8.5
2209
|
Verified
8.4
33
8.4
2056
|
Verified
8.6
35
|
Verified
8.1
1644
|
Verified
8.6
35
|
Verified
8.4
2121
|
Verified
9.0
34
|
Verified
8.6
2108
|
Verified
8.8
35
|
Verified
8.2
1575
|
Verified
Generative AI
7.1
12
7.3
138
7.0
11
7.2
140
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.8
35
|
Verified
8.4
1786
|
Verified
8.9
35
|
Verified
8.8
2032
|
Verified
8.1
29
|
Verified
8.4
1450
|
Verified
7.5
28
|
Verified
8.0
1155
|
Verified
7.8
27
|
Verified
8.1
1039
|
Verified
Platform
7.3
29
|
Verified
7.7
1128
|
Verified
8.4
35
|
Verified
8.0
1496
|
Verified
8.8
35
|
Verified
8.2
1696
|
Verified
8.4
34
|
Verified
8.1
1487
|
Verified
8.6
35
|
Verified
7.8
2086
|
Verified
8.5
36
|
Verified
7.9
2155
|
Verified
Administration
Not enough data
8.4
193
|
Verified
Not enough data
7.9
174
|
Verified
Not enough data
8.3
221
|
Verified
Service Desk
Not enough data
9.0
250
|
Verified
Not enough data
8.7
226
|
Verified
Not enough data
8.6
214
|
Verified
Management
Not enough data
8.3
186
|
Verified
Not enough data
8.4
187
|
Verified
Not enough data
8.3
176
|
Verified
Not enough data
8.0
136
|
Verified
Not enough data
8.2
129
Functionality
Not enough data
9.0
201
|
Verified
Not enough data
8.5
165
Not enough data
8.4
173
|
Verified
Not enough data
8.6
183
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.1
581
Not enough data
7.9
562
Not enough data
8.2
624
Knowledge Management
Not enough data
8.6
765
Not enough data
8.2
615
Not enough data
7.8
667
Compliance
Not enough data
8.3
545
Not enough data
8.2
507
Not enough data
8.2
510
Not enough data
8.0
482
Customer Support
Not enough data
8.0
626
Not enough data
7.8
602
Not enough data
7.8
437
Data Security
Not enough data
8.1
450
Not enough data
8.1
452
Not enough data
8.3
543
Not enough data
8.5
489
Administration
Not enough data
8.2
636
Not enough data
8.3
747
Not enough data
8.6
751
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.3
600
Not enough data
8.3
595
Not enough data
8.3
566
Reporting
Not enough data
8.3
525
Not enough data
7.9
499
Not enough data
8.1
579
Generative AI
Not enough data
7.1
118
Not enough data
7.0
117
Responses
Not enough data
8.1
40
Not enough data
8.6
47
Not enough data
8.3
48
Automation - AI Agents
Not enough data
6.1
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Platform
Not enough data
8.3
48
Not enough data
8.4
46
Not enough data
8.4
42
Autonomy - AI Agents
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.4
6
Generative AI
Not enough data
7.6
12
Not enough data
8.0
11
Responses
Not enough data
8.1
405
Not enough data
8.0
402
Not enough data
8.3
389
Not enough data
8.1
387
Not enough data
8.1
295
Platform
Not enough data
8.6
409
Not enough data
8.2
406
Not enough data
8.2
402
Not enough data
8.2
402
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
394
Generative AI
Not enough data
8.1
53
Not enough data
7.9
52
Workforce Management
8.4
19
Not enough data
8.5
19
Not enough data
8.5
18
Not enough data
8.2
17
Not enough data
8.1
15
Not enough data
Administration
8.9
19
Not enough data
9.1
20
Not enough data
8.5
20
Not enough data
8.1
17
Not enough data
8.3
17
Not enough data
Conversational Platform
Not enough data
8.1
775
Not enough data
8.2
634
Not enough data
8.1
601
Not enough data
8.1
668
Support Automation
Not enough data
8.1
636
Not enough data
8.2
679
Not enough data
8.4
632
Not enough data
8.0
710
Generative AI
Not enough data
7.6
126
Not enough data
7.7
126
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
78
Not enough data
8.4
86
Administration
Not enough data
8.1
92
Not enough data
8.9
140
Not enough data
8.2
97
Not enough data
8.4
129
Customer Support
7.7
5
7.4
28
Not enough data
6.4
23
7.7
5
7.6
28
Automation
8.3
5
7.6
27
7.3
5
8.3
27
8.3
5
7.7
28
Artificial Intelligence
7.7
5
7.3
28
7.7
5
7.2
29
7.7
5
7.1
29
Generative AI
8.7
5
Feature Not Available
Not enough data
7.5
79
Not enough data
Feature Not Available
Communication
8.3
18
|
Verified
8.6
797
|
Verified
8.7
18
|
Verified
8.4
815
|
Verified
8.2
18
8.0
572
8.2
17
8.4
593
|
Verified
8.3
17
7.9
373
Internal Use
8.4
35
|
Verified
8.0
1496
|
Verified
8.6
17
|
Verified
8.4
705
|
Verified
8.3
15
8.0
506
8.7
18
8.4
753
8.4
18
|
Verified
8.6
680
|
Verified
8.2
18
|
Verified
8.2
707
|
Verified
Generative AI
7.1
7
Feature Not Available
Self-Service Experience
8.0
27
8.5
1426
7.9
24
8.4
1363
7.2
24
8.0
954
6.7
23
7.7
577
8.0
25
7.9
709
Self-Service Platform
8.3
27
8.2
757
8.5
26
8.2
772
7.8
24
7.6
589
8.3
26
8.1
735
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
6.7(won by default)
41
Not enough data
6.7(won by default)
42
Process
6.7
6
8.4(won by 1.7)
527
9.2(won by 0.2)
6
9.0
703
Not enough data
8.8(won by default)
652
Channels
9.3(won by 0.3)
5
9.0
702
Not enough data
8.3(won by default)
548
Not enough data
8.7(won by default)
526
Not enough data
8.2(won by default)
448
7.3
5
8.3(won by 1.0)
384
Insight
6.7
5
8.1(won by 1.4)
502
7.0
5
8.3(won by 1.3)
613
7.7
5
8.4(won by 0.7)
525
8.3
6
8.7(won by 0.4)
632
Generative AI
Not enough data
7.5
52
Not enough data
7.5
51
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Ticket Management - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Support Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
Not enough data
Not enough data
Agentic AI - Google Workspace for Sales
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
ServiceNow Customer Service Management and Zendesk Support Suite are categorized as Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Conversational Support
Unique Categories
ServiceNow Customer Service Management is categorized as Contact Center Workforce
Zendesk Support Suite is categorized as Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Contact Center Knowledge Base, AI IT Agents, Genesys AppFoundry Marketplace, IT Service Management (ITSM) Tools, Google Workspace for Sales, Google Workspace Communication Tools, and Proactive Notification
Reviews
Reviewers' Company Size
ServiceNow Customer Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
34.7%
Telecommunications
6.1%
Computer Software
6.1%
Consumer Services
5.1%
Financial Services
4.6%
Other
43.4%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.2%
Most Helpful Reviews
ServiceNow Customer Service Management
Most Helpful Favorable Review
Verified User in Computer Software
- Organized ticketing queue - Automated email mechanism - Priority based suggestions - ETA alerts - Enhanced knowledge management associated with tickets
Most Helpful Critical Review
Debbie M.
Verified User in Health, Wellness and Fitness
Difficult to send follow up emails as you cannot reply to a response with the email trail. You need to copy paste and if the person who sends the response adds additional people to their email they are not automatically added to the ticket and can get left...
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Verified User in Computer Software
- Organized ticketing queue - Automated email mechanism - Priority based suggestions - ETA alerts - Enhanced knowledge management associated with tickets
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Debbie M.
Verified User in Health, Wellness and Fitness
Difficult to send follow up emails as you cannot reply to a response with the email trail. You need to copy paste and if the person who sends the response adds additional people to their email they are not automatically added to the ticket and can get left...
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Alternatives
Discussions
What is ServiceNow customer service management?
1 comment
G2
It is one solution for all your customer queries Read more
What is ServiceNow service management?
1 comment
RK
Its one stop solution for handling your customer enquiries and making a smooth communication with themRead more
Zendesk is a popular customer service platform known for its user-friendly interface and robust features. It is generally well-regarded for its ability to streamline customer support processes, offering tools for ticketing, live chat, and customer engagement. However, its effectiveness can vary depending on the specific needs and size of a business. It's recommended to evaluate its features against your requirements to determine if it's a good fit for you.
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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