Compare ServiceNow and Zendesk - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - ServiceNow or Zendesk?

ServiceNow is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than ServiceNow (78/100). Zendesk offers users more features (23) than ServiceNow (18). There is a clear winner in this case and it is Zendesk!

Looking for the right Customer Service solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Servicenow Vs. Zendesk

Servicenow: ServiceNow is a leading provider of cloud-based services that automate enterprise IT operations. Our service includes a suite of applications built on our proprietary platform that automates workflow and provides integration between related business processes. We focus on transforming enterprise IT by automating and standardizing business processe...

Zendesk: Zendesk is founded in Copenhagen, Denmark. Zendesk is the leading cloud-based customer service software solution. More than 20,000 companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction.

Who is more expensive? ServiceNow or Zendesk?

The real total cost of ownership (TCO) of Customer Service software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for ServiceNow and Zendesk.

ServiceNow price starts at $100 per user/month + standard ITSM package , On a scale between 1 to 10 ServiceNow is rated 4, which is lower than the average cost of Customer Service software. Zendesk price starts at $49 per agent/month , When comparing Zendesk to its competitors, the software is rated 2 - much lower than the average Customer Service software cost.

Bottom line: ServiceNow is more expensive than Zendesk.

Which software includes more/better features?

We've compared ServiceNow Vs. Zendesk based on some of the most important and required Customer Service features.

ServiceNow: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Asset Management, Billing and Invoicing, Change Management, Contract Management, Customer Survey, Email Integration, Incident / Request Management, ITIL Compliant.

Zendesk: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows.

Target customer size

Customers of the software include businesses of all sizes and a variety of types. Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process.