Overview: ServiceNow and Zoho Desk as Help Desk Category solutions.

ServiceNow and Zoho Desk both offer robust help desk solutions but cater to distinct user bases. ServiceNow excels in operational integration and caters to larger enterprises with a strong emphasis on workflow management and security, while Zoho Desk is suited for diverse business sizes with a focus on engagement management and social media integration. Each product provides unique features that align with specific business needs and operational workflows.

ServiceNow: ServiceNow, a cloud-based workflow automation platform, enhances operational efficiencies by automating routine tasks and delivering digital workflows. Its capabilities include AI, analytics, mobile app building, and secure cross-enterprise integrations.

Zoho Desk: Zoho Desk is an online customer service help desk software designed for happier customers and empowered agents. A 15-day free trial is offered for new users.

ServiceNow and Zoho Desk: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

ServiceNow facilitates workflows, helpdesk management, and extensive engagement management, supporting teams in streamlining processes and enhancing communication. read more →

Zoho Desk focuses on helpdesk management and integrates social media management, allowing teams to handle customer queries from multiple platforms efficiently. read more →

Business Goals

ServiceNow helps scale best practices, manage risk, and improve ROI, aligning with enterprises aiming for structured growth and internal improvements. read more →

Zoho Desk enhances customer relationships and drives customer acquisition, making it ideal for businesses focused on expanding their client base and improving customer service efficiency. read more →

Core Features

ServiceNow offers extensive integration options, custom reports, and security features, making it adaptable for complex requirements and data management needs. read more →

Zoho Desk provides strong integration capabilities and thorough data management, appealing to organizations needing flexible connectivity and comprehensive data handling. read more →

Vendor Support

ServiceNow ensures support through phone, email, chat, and 24/7 options, catering to users who prioritize continuous, reliable assistance. read more →

Zoho Desk provides phone, email, chat support, and 24/7 availability, suitable for users who need interactive and around-the-clock support. read more →

Segments and Industries

ServiceNow is popular among large and mid-sized enterprises, specifically in IT services and financial sectors, reflecting its capability to handle complex organizational needs. read more →

Zoho Desk serves a broad range of businesses, including large enterprises in IT, software, and non-profits, highlighting its adaptability to different industry needs. read more →

Operational Alignment

ServiceNow is designed for integration into large-scale operations, emphasizing workflow optimization and risk management. read more →

Zoho Desk fits well with businesses that require multi-platform communication and efficient helpdesk operations, supporting diverse operational environments. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

low

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high

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Integration Risk

low

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medium

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Chat Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for ServiceNow and Zoho Desk

How can ServiceNow and Zoho Desk optimize your Workflow Management Workflow?

Both Servicenow and Zoho Desk allow for the creation of workflows to automate tasks and processes. Servicenow offers a more robust workflow system, allowing for greater customization but requiring more technical expertise. Zoho Desk provides a simpler, more user-friendly workflow system that is easier to learn and use, but it may not be as flexible as Servicenow. Both tools have limitations with their respective workflow systems, including the need for expert development teams to create custom workflows.

"...Web based and accessible on mobile, notifications, reminders and workflow based escalations...." Peer review by User

"...The tools are simple, the reports are customizable, and the work flows makes sense to the agents and the end users...." Peer review by joe dufore

What makes ServiceNow and Zoho Desk ideal for Helpdesk Management?

ServiceNow and Zoho Desk both manage help desk tickets and provide features for incident, request, change, and problem management. ServiceNow offers more extensive capabilities, including knowledge-base management and asset tracking, while Zoho Desk excels in ease of use and customer service support. ServiceNow is more complex and may require more configuration, while Zoho Desk is more limited in customization options.

"...It has allowed me to coordinate the efforts of the entire helpdesk team when a major issue hit campus...." Peer review by John C., Education

"...I was able to set up an entire cloud-based call center in only days that is entirely white-label on the customer end...." Peer review by Tyler U, (Temp) Customer Support Representative, Human Resources

What benefits does ServiceNow and Zoho Desk offer for Knowledge Management?

Both ServiceNow and Zoho Desk offer knowledge management features, allowing organizations to centralize and share information. ServiceNow excels in providing a robust, customizable knowledge base with a strong search function, while Zoho Desk integrates knowledge management seamlessly with ticketing and customer support functions. ServiceNow is a more comprehensive solution, offering a full Service Management platform, while Zoho Desk focuses primarily on customer support and knowledge management. However, both systems have limitations, with Zoho Desk lacking a user-friendly knowledge base interface and ServiceNow requiring some knowledge management abilities to be added through customizations.

"...Integrating with our knowledge base and the ability to attach knowledge articles to tickets...." Peer review by Paul Trupka, Systems Engineer/Sr. Desktop Support Technician, Interthinx

"...You can then begin setting up customers, creating reports, defining SLAs, linking to social media, texting messages, configuring chats and VoIP sessions, creating a knowledge base, and entering tickets...." Peer review by Dallas G, Head Of IT

What makes ServiceNow and Zoho Desk ideal for Engagement Management?

ServiceNow and Zoho Desk both manage customer engagements. ServiceNow is used for incident tracking, project management, and change management. Zoho Desk manages customer interactions and integrates with a CRM system. ServiceNow has limitations in reporting and email follow-up, while Zoho Desk lacks a defined engagement metric.

"...Also I know service now have feature of adding notes and re assigning facility which makes it easier for me to re send to the team rather then following up through emails or calls...." Peer review by Consultant

"...In the same way, it will help to engage the workers of the company, providing a better service to their clients...." Peer review by Janeth O, Janeth Oviedo