Overview: Zendesk For Service and ServiceNow as Help Desk Category solutions.

Zendesk for Service is tailored for enterprises focusing on customer interaction and sales, providing robust integration and reporting features. It's predominantly used by large enterprises in tech-centric industries. On the other hand, ServiceNow caters more to smaller clients needing workflow and risk management, with strong support and training options. It is particularly prevalent in IT services and financial sectors. Both offer extensive support, yet differ in their primary industry usage and operational scaling capacities.

Zendesk For Service: Zendesk-for-service offers scalable, user-friendly customer service software. Businesses can focus on conversations, not channels, with a free trial available.

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.

Zendesk For Service and ServiceNow: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Zendesk For Service excels in helpdesk and customer feedback management, which enhances customer interaction and support processes. read more →

ServiceNow focuses on workflow and helpdesk management, suitable for businesses prioritizing efficiency in operations. read more →

Business Goals

Zendesk For Service aids in enhancing customer relationships and acquiring new customers, central for businesses aiming to boost client interactions. read more →

ServiceNow supports scaling best practices and risk management, aligning with companies looking to refine internal processes and manage risks. read more →

Core Features

Zendesk For Service's core strengths lie in its comprehensive analytics and seamless integration capabilities, catering to large enterprises. read more →

ServiceNow offers notable training and compliance features, appealing to organizations seeking structured onboarding and regulatory adherence. read more →

Vendor Support

Zendesk For Service provides extensive 24/7 support options including phone, email, and chat, ideal for enterprises with complex support needs. read more →

ServiceNow offers 24/7 support with additional emphasis on training and onboarding, beneficial for companies seeking hands-on assistance. read more →

Segments and Industries

Zendesk For Service is popular among enterprises and large tech firms, highlighting its competence in handling high customer volumes. read more →

ServiceNow predominantly serves smaller businesses and the IT sector, indicating its suitability for technology-driven environments. read more →

Operational Alignment

Zendesk For Service integrates well into workflows of large organizations, providing scalable and flexible solutions. read more →

ServiceNow fits smaller operational scales with a focus on process automation and efficient resource management. 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

medium

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low

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Integration Risk

low

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low

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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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Email Support

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Chat 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 Zendesk For Service and ServiceNow

How can Zendesk For Service and ServiceNow optimize your Helpdesk Management Workflow?

Zendesk For Service and ServiceNow both manage helpdesk tickets. Zendesk For Service provides live chat, which ServiceNow does not. ServiceNow is used for IT Service Management (ITSM) and change management processes, while Zendesk For Service is used for general customer support and feedback. Both tools offer features for reporting and analytics, but some users report that both tools have limitations in functionality and documentation.

"...Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system...." Peer review

"...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

What makes Zendesk For Service and ServiceNow ideal for Workflow Management?

Zendesk For Service and ServiceNow both allow users to create and manage workflows. Zendesk For Service has an intuitive interface and is easier to learn, while ServiceNow requires specialized expertise for custom workflow development. Zendesk For Service is highly customizable with many features, but this can make it challenging to learn and use effectively. ServiceNow, on the other hand, excels at managing large volumes of tickets and automating workflows but may be time-consuming to customize.

"...I like the ticket management options that includes social media as well as the automatic workflows and integration options...." Peer review by Verified Reviewer, Financial Services

"...It automates the flow of business processes through the use of structured workflows...." Peer review by Verified User, Team Lead in Information Technology, Information Technology and Services

How can Zendesk For Service and ServiceNow enhance your Engagement Management process?

Zendesk For Service and ServiceNow both offer tools for engaging with customers. Zendesk For Service focuses on customer service interactions, including live chat, email, and surveys. ServiceNow emphasizes a service management approach and provides tools for managing customer cases, projects, and internal controls. While both tools offer the ability to track customer interactions, Zendesk For Service offers more robust features for customer engagement, such as live chat and integrations with other systems. The limitation of ServiceNow is that it can be difficult to send follow-up emails.

"...It is the central hub of how we interact with our customers when they reach out...." Peer review by Lou Gallo, Team Member, Onshape Inc.

"...Based on feedback from our customers, a service management approach was a much better fit than traditional CRM to engage our customers business holistically and to help them grow...." Peer review by Ian Ashby, Senior Vice President, Global Support, Epicor

What Are the key features of Zendesk For Service and ServiceNow for Knowledge Management?

Zendesk For Service and ServiceNow both offer knowledge management features. Zendesk For Service primarily focuses on customer-facing knowledge bases, providing a platform for creating and organizing articles, while ServiceNow emphasizes internal knowledge management, enabling organizations to share information across departments and applications. Zendesk For Service has limitations in its knowledge base capabilities, particularly in suggesting relevant articles, whereas ServiceNow requires customizations for advanced knowledge management features.