Zendesk vs. ServiceNow: Differences and How to Choose

If you're looking for a comprehensive solution for your business's IT service management (ITSM) needs, you've likely come across Zendesk and ServiceNow. Both platforms offer a wide range of features to help you streamline your IT operations, but they differ in many key ways. In this article, we'll compare Zendesk and ServiceNow and help you choose the best platform for your business. 

What Are Zendesk and ServiceNow?

Zendesk

Zendesk is a cloud-based customer service and engagement platform that allows businesses to manage customer interactions across various channels, including email, phone, chat, and social media. It offers features such as ticket management, live chat, and a knowledge base for self-service support. Strengths: 

• Easy-to-use interface
• Extensive integrations with other platforms
• Offers both support ticketing and live chat solutions

Weaknesses: 

• Limited customization options
• Limited automation options
• No native ITSM solution

ServiceNow

ServiceNow is an enterprise-level cloud-based platform that offers ITSM, IT operations management (ITOM), and IT business management (ITBM) solutions. It includes features such as incident management, change management, and asset management, among others. Strengths: 

• Comprehensive ITSM solutions
• Strong automation capabilities
• Highly customizable

Weaknesses: 

• Complex interface
• Higher learning curve
• Expensive pricing

Similarities Between Zendesk vs ServiceNow

While Zendesk and ServiceNow differ in many key ways, they do share some similarities. Here are some of the main similarities between the two platforms: 

• Cloud-based solutions: Both Zendesk and ServiceNow are cloud based, meaning that they are accessible from anywhere with an internet connection. This provides flexibility and enables remote teams to work together.
• Ticket and asset management: Both platforms offer ticket management and asset management capabilities to help businesses track issues and manage their assets effectively.
• Integrations with other platforms: Both Zendesk and ServiceNow integrate with other platforms and services, making it easy for businesses to centralize their data and streamline their workflows.
• Mobile apps: Both platforms have mobile apps that allow users to access key features and data on the go.
• Designed for IT service management: Zendesk and ServiceNow are designed to help businesses improve their IT service management by providing tools for issue tracking, incident management, and more.
• Customization options: Both platforms offer customization options for workflows, dashboards, and reports to allow businesses to tailor the platform to their specific needs.
• Customer satisfaction: Both Zendesk and ServiceNow prioritize customer satisfaction and offer tools for tracking customer interactions, collecting feedback, and analyzing performance metrics.

Differences Between Zendesk vs ServiceNow

Now that we've covered the similarities, let's take a closer look at the differences between Zendesk and ServiceNow. 

Pricing

Zendesk offers a wide range of pricing plans that cater to the needs and budgets of different businesses, starting with a free plan that includes basic features such as email ticketing and social media support, and going up to more advanced plans such as the Professional, Enterprise, and Elite plans, which offer additional features such as advanced analytics and reporting, multiple ticket forms, and custom roles and permissions. In contrast, ServiceNow takes a different approach to pricing and does not publicly disclose its pricing options, instead requiring businesses to request a quote based on their specific needs and requirements. 

ITSM Solutions

While both platforms offer ITSM solutions, ServiceNow is specifically designed for ITSM and includes a wide range of features for incident management, change management, problem management, and more. Zendesk, on the other hand, does not have a native ITSM solution and instead offers a more general customer service platform. 

Customization and Automation

ServiceNow is highly customizable and allows businesses to create their own workflows, forms, and business rules. It also offers powerful automation capabilities, including machine learning and artificial intelligence. Zendesk, while customizable to an extent, is more limited in terms of customization and automation options. 

User Interface

Zendesk has a simple and intuitive user interface, making it easy to navigate for beginners. ServiceNow, on the other hand, has a more complex interface that may require some training and experience to master. 

Zendesk vs ServiceNow Comparison Chart

To better understand the differences between Zendesk and ServiceNow, let's take a closer look at some key features and compare them side by side: 

How to Choose Between Zendesk vs ServiceNow?

To help you better understand the differences between Zendesk and ServiceNow and make an informed decision, let's take a look at some case studies. 

Case Study 1: Small Business IT Support

Imagine you run a small business that requires IT support. Your business has around 50 employees, and you need a platform that can handle all your ITSM needs. 

If you're on a budget and looking for a simple and easy-to-use platform, Zendesk may be the right choice for you. Its pricing plans are more affordable, and its interface is simple and intuitive. However, you may need to use third-party tools to manage your ITSM needs. 

On the other hand, if you're looking for a comprehensive ITSM solution with powerful automation capabilities and the ability to customize workflows, ServiceNow may be a better fit for your business. However, it may be more expensive and require more training and experience to use effectively. 

Case Study 2: Enterprise IT Operations

Now, let's imagine you run an enterprise-level business that requires IT operations management. Your business has thousands of employees, and you need a platform that can handle complex workflows and automation. 

In this case, ServiceNow may be the better choice for your business. It offers a wide range of ITSM, ITOM, and ITBM solutions, making it a one-stop shop for all your IT needs. Its customization and automation capabilities are also highly advanced, making it ideal for large-scale operations. 

While Zendesk may offer a range of customer service and engagement features, it may not be powerful enough to handle the complex needs of an enterprise-level business. 

Is ServiceNow Better Than Zendesk?

The answer to this question ultimately depends on your business's specific needs. If you require a comprehensive ITSM solution with strong automation and customization capabilities, ServiceNow may be the better choice for your business. However, if you're looking for a simpler and more affordable solution that focuses on customer service and engagement, Zendesk may be the right fit for you. 

Does Zendesk Integrate with ServiceNow?

Yes, Zendesk does integrate with ServiceNow through third-party tools such as Zapier and Workato. This allows businesses to use the customer service and engagement features of Zendesk alongside the ITSM solutions of ServiceNow, creating a more comprehensive solution. 

Conclusion

Zendesk and ServiceNow offer two different solutions for ITSM needs. While both platforms have their strengths and weaknesses, it's important to consider your business's specific needs when choosing between them. If you're on a budget and require simple customer service and engagement features, Zendesk may be the right choice for you. However, if you require a comprehensive ITSM solution with strong automation and customization capabilities, ServiceNow may be the better fit for your business. Regardless of which platform you choose, integrating with third-party tools can help you create a more comprehensive solution that meets all your business needs. 

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This post was written by Chinyere Ordor. Chinyere is a versatile writer and developer with expertise in RPA, backend development, and various other cutting-edge technology fields. With a passion for technology and innovation, Chinyere has written various articles on Node.js, test automation, etc. showcasing their deep understanding of the subject. When she's not working, she's found catching up with friends.

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