Compare ServiceNow Customer Service Management and Zendesk Support Suite 
At a Glance
Market Segments
Enterprise (62.7% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
ServiceNow Customer Service Management
Star Rating
(174)4.4 out of 5
Market Segments
Enterprise (62.7% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementZendesk Support Suite
Star Rating
(6,184)4.3 out of 5
Market Segments
Mid-Market (45.5% 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 its ticket creation user experience, scoring 8.8, while ServiceNow Customer Service Management is slightly higher at 8.9. Reviewers mention that Zendesk's interface is intuitive, making it easy for agents to create tickets quickly.
- Reviewers mention that ServiceNow shines in SLA Management with a score of 8.9 compared to Zendesk's 8.1. Users on G2 appreciate ServiceNow's robust SLA tracking features, which help ensure timely responses and resolutions.
- G2 users highlight that Zendesk Support Suite offers superior ticket collaboration features, scoring 8.6, while ServiceNow leads with a score of 9.0. Users report that ServiceNow's collaboration tools facilitate better communication among team members, enhancing overall efficiency.
- Users say that both platforms provide strong automation capabilities, but Zendesk's automation score of 9.1 is notably higher than ServiceNow's 8.7. Reviewers mention that Zendesk's automation features, such as intelligent routing, significantly reduce response times.
- Reviewers mention that ServiceNow's reporting capabilities are impressive, with a score of 8.6, compared to Zendesk's 7.8. Users report that ServiceNow's analytics tools provide deeper insights into customer service performance, helping teams make data-driven decisions.
- Users on G2 report that Zendesk's knowledge base feature scores 8.6, while ServiceNow's is slightly lower at 8.4. Reviewers say that Zendesk's knowledge base is user-friendly and well-organized, making it easier for customers to find answers independently.
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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
122
8.6
4,780
Ease of Use
8.3
121
8.5
4,821
Ease of Setup
8.0
65
7.9
2,889
Ease of Admin
8.4
53
8.2
2,922
Quality of Support
8.4
108
8.4
4,469
Has the product been a good partner in doing business?
8.6
54
8.4
2,846
Product Direction (% positive)
9.2
110
7.9
4,435
Features by Category
Ticket and Case Management
8.9
32
|
Verified
8.8
2254
|
Verified
8.8
32
|
Verified
8.7
2270
|
Verified
8.9
32
|
Verified
8.5
2195
|
Verified
8.4
29
8.4
2041
|
Verified
8.8
31
|
Verified
8.1
1630
|
Verified
8.5
31
|
Verified
8.4
2108
|
Verified
9.1
30
|
Verified
8.6
2096
|
Verified
8.8
31
|
Verified
8.2
1561
|
Verified
Generative AI
7.5
8
7.2
127
7.4
7
7.2
130
Communication Channels
8.7
31
|
Verified
8.4
1771
|
Verified
8.9
31
|
Verified
8.8
2017
|
Verified
8.3
25
|
Verified
8.4
1435
|
Verified
7.7
24
|
Verified
8.0
1140
|
Verified
8.2
23
|
Verified
8.1
1025
|
Verified
Platform
7.4
25
|
Verified
7.6
1113
|
Verified
8.3
30
|
Verified
8.0
1476
|
Verified
8.8
31
|
Verified
8.2
1682
|
Verified
8.4
30
|
Verified
8.1
1473
|
Verified
8.6
31
|
Verified
7.8
2072
|
Verified
8.4
32
|
Verified
7.9
2140
|
Verified
Administration
Not enough data
8.4
194
|
Verified
Not enough data
7.9
175
|
Verified
Not enough data
8.3
222
|
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
187
|
Verified
Not enough data
8.4
188
|
Verified
Not enough data
8.3
177
|
Verified
Not enough data
8.0
137
|
Verified
Not enough data
8.2
130
Functionality
Not enough data
9.0
202
|
Verified
Not enough data
8.5
166
Not enough data
8.4
174
|
Verified
Not enough data
8.6
184
|
Verified
Administration
Not enough data
8.1
573
Not enough data
8.0
554
Not enough data
8.2
616
Knowledge Management
Not enough data
8.6
757
Not enough data
8.3
607
Not enough data
7.9
660
Compliance
Not enough data
8.3
537
Not enough data
8.2
499
Not enough data
8.3
502
Not enough data
8.0
475
Customer Support
Not enough data
8.0
620
Not enough data
7.8
596
Not enough data
7.8
431
Data Security
Not enough data
8.1
443
Not enough data
8.1
445
Not enough data
8.3
536
Not enough data
8.5
482
Administration
Not enough data
8.2
630
Not enough data
8.3
741
Not enough data
8.6
745
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.2
592
Not enough data
8.3
588
Not enough data
8.3
559
Reporting
Not enough data
8.3
518
Not enough data
7.9
492
Not enough data
8.1
572
Generative AI
Not enough data
7.2
111
Not enough data
7.0
110
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
400
Not enough data
8.1
397
Not enough data
8.3
384
Not enough data
8.1
382
Not enough data
8.1
290
Platform
Not enough data
8.6
403
Not enough data
8.2
401
Not enough data
8.2
396
Not enough data
8.2
397
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
389
Generative AI
Not enough data
8.3
49
Not enough data
8.1
48
Workforce Management
8.4
18
Not enough data
8.4
18
Not enough data
8.5
17
Not enough data
8.2
16
Not enough data
8.2
14
Not enough data
Administration
9.0
18
Not enough data
9.1
19
Not enough data
8.5
19
Not enough data
8.0
16
Not enough data
8.3
16
Not enough data
Conversational Platform
Not enough data
8.1
772
Not enough data
8.2
630
Not enough data
8.1
597
Not enough data
8.1
665
Support Automation
Not enough data
8.1
632
Not enough data
8.2
675
Not enough data
8.4
628
Not enough data
8.0
706
Generative AI
Not enough data
7.7
123
Not enough data
7.7
123
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
77
Not enough data
8.5
85
Administration
Not enough data
8.1
91
Not enough data
8.9
140
Not enough data
8.3
96
Not enough data
8.4
129
Customer Support
Not enough data
7.0
19
Not enough data
5.5
14
Not enough data
7.3
19
Automation
Not enough data
7.5
18
Not enough data
8.2
18
Not enough data
7.5
19
Artificial Intelligence
Not enough data
7.5
19
Not enough data
7.6
20
Not enough data
7.4
20
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
7.6
72
Feature Not Available
Feature Not Available
Communication
8.3
16
|
Verified
8.6
786
|
Verified
8.6
16
|
Verified
8.4
804
|
Verified
8.2
16
8.0
561
8.1
15
8.4
583
|
Verified
8.6
15
7.9
364
Internal Use
8.3
30
|
Verified
8.0
1476
|
Verified
8.7
15
|
Verified
8.4
697
|
Verified
8.6
13
8.0
498
8.9
16
8.4
744
8.4
16
|
Verified
8.6
671
|
Verified
8.4
16
|
Verified
8.2
698
|
Verified
Generative AI
7.3
5
Feature Not Available
Self-Service Experience
8.1
24
8.5
1417
8.2
21
8.4
1355
7.5
21
8.0
947
6.9
20
7.7
568
8.0
22
7.9
700
Self-Service Platform
8.3
24
8.2
748
8.4
23
8.2
763
8.0
21
7.6
581
8.6
23
8.1
728
Generative AI
Feature Not Available
6.6(won by default)
39
Feature Not Available
6.5(won by default)
40
Process
6.7
6
8.4(won by 1.7)
525
9.2(won by 0.2)
6
9.0
701
Not enough data
8.8(won by default)
650
Channels
9.3(won by 0.3)
5
9.0
701
Not enough data
8.3(won by default)
546
Not enough data
8.7(won by default)
524
Not enough data
8.2(won by default)
446
7.3
5
8.3(won by 1.0)
382
Insight
6.7
5
8.1(won by 1.4)
500
7.0
5
8.3(won by 1.3)
611
7.7
5
8.4(won by 0.7)
523
8.3
6
8.7(won by 0.4)
630
Generative AI
Not enough data
7.7
52
Not enough data
7.5
51
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 Genesys AppFoundry Marketplace, Shared Inbox, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Proactive Notification, and AI Agents
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
37.9%
Computer Software
7.1%
Telecommunications
5.3%
Consumer Services
4.7%
Financial Services
4.1%
Other
40.8%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.5%
Other
58.3%
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
Jeremy C.
Verified User in Higher Education
User interface is not as user friendly as I would like to see.
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...
Jeremy C.
Verified User in Higher Education
User interface is not as user friendly as I would like to see.
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...
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
Is zendesk any good?
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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