ServiceNow and Zoho Desk, An In-Depth Comparison 2024

Comparison Summary

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: Customer Satisfaction Data

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.

"...Login issue and enhancement request the workflow management and user is kept up to date with status on his/her request...." Peer review by Patricio H.

"...It is easy to understand in the system what are the statuses of all tickets and what are the workflows...." Peer review by Maris B, IT Manager, Retail

What benefits does ServiceNow and Zoho Desk offer 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.

"...ServiceNow was used by our company for a government agency, to help manage help desk incident, request, change, and problem tickets...." Peer review by Analyst in Information Technology

"...Those who want complete CALL center and CRM solution , ZOHO DESK can solve almost all your problems, Open API will help to customize further also...." Peer review by Goga G, Mr.

What solutions does ServiceNow and Zoho Desk provide 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.

"...Easier to search knowledge base to have quicker solutions...." Peer review by Aditi V, Senior Associate Consultant

"...Knowledge base allows to accumulate and easily find information often needed to provide best possible service to our customers...." Peer review by Igor S, Application Scientist

What Are the key features of ServiceNow and Zoho Desk 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.

"...With ServiceNow, we ve transformed how we engage with customers...." Peer review by Darrel Popowich, Vice President of Information Technology, H&R Block Canada