# Desk360 vs ServiceNow Customer Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow Customer Service Management excels in centralizing customer support operations, making it easier for teams to manage cases and automate workflows. Users appreciate the platform's ability to improve communication between support teams and customers, highlighting features like the Advanced Work Assignment as a gamechanger for team efficiency.
- **Users say** that Desk360 offers a hassle-free experience, with many finding the ticketing process straightforward and efficient. Reviewers commend the technical support team for their invaluable assistance, which enhances the overall user experience and helps resolve issues quickly.
- **According to verified reviews** , ServiceNow Customer Service Management has a higher overall satisfaction score, indicating that users feel more positively about its performance and reliability compared to Desk360. This is reflected in the platform's robust feature set that supports enterprise-level needs.
- **Reviewers mention** that Desk360 shines in ease of use and setup, with many users noting that the platform is intuitive and accessible. This user-friendly approach is particularly beneficial for small businesses looking for a straightforward solution without the complexity of larger systems.
- **G2 reviewers highlight** that while ServiceNow Customer Service Management has a wealth of features, some users recommend sticking to out-of-the-box functionality to avoid configuration challenges. This suggests that while the platform is powerful, it may require a learning curve for optimal use.
- **Users report** that both platforms provide solid support, but Desk360's support team is frequently praised for their responsiveness and helpfulness, making it a strong choice for businesses that prioritize customer service and support in their software solutions.



| | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 55 | 478 | 
| **Largest Market Segment** | Small-Business (80.0% of reviews) | Enterprise (53.4% of reviews) | 
| **Entry Level Price** | $0.00 Per Month | No pricing available | 

---
## Top Pros & Cons

### Desk360

**Not enough data**

### ServiceNow Customer Service Management

Pros:
- Ease of Use (34 reviews)
- Features (26 reviews)

Cons:
- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)

---
## Ratings Comparison
| Rating | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.8 (39 reviews) | 8.7 (227 reviews) | 
  | **Ease of Use** | 9.0 (39 reviews) | 8.5 (342 reviews) | 
  | **Ease of Setup** | 8.9 (28 reviews) | 8.0 (207 reviews) | 
  | **Ease of Admin** | 9.2 (28 reviews) | 8.4 (89 reviews) | 
  | **Quality of Support** | 9.3 (40 reviews) | 8.4 (279 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (28 reviews) | 8.5 (91 reviews) | 
  | **Product Direction (% positive)** | 8.6 (33 reviews) | 9.1 (223 reviews) | 

---
## Pricing

### Desk360

#### Entry-Level Pricing

Plan: Basic Plan

Price: $0.00 Per Month

Description: Free for 1 user / 1 product

Key Features:
- Email Integration
- App Message Box Integration
- Web Contact Us Integration

[Browse all 2 editions](https://www.g2.com/products/desk360/pricing)

#### Free Trial

Yes

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | 8.1/10 | 32 |
| **ServiceNow Customer Service Management** | 8.2/10 | 113 |

#### Ticket and Case Management

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.1 (26 reviews) | 9.0 (78 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.3 (25 reviews) | 8.8 (79 reviews) ✓ Verified | 
| **Workflow** | 8.0 (25 reviews) | 8.8 (82 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (25 reviews) | 8.4 (70 reviews) | 
| **SLA Management** | 8.0 (22 reviews) | 8.7 (72 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.3 (24 reviews) | 8.4 (69 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.0 (22 reviews) | 8.9 (72 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.7 (23 reviews) | 8.8 (68 reviews) ✓ Verified | 

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (37 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (36 reviews) | 

#### Agentic AI - Help Desk

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.6 (28 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.5 (26 reviews) | 
| **Proactive Assistance** | Not enough data | 7.6 (27 reviews) | 

#### Communication Channels

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Customer Portal** | 7.9 (30 reviews) | 8.6 (71 reviews) ✓ Verified | 
| **Email to Case** | 8.4 (26 reviews) | 8.7 (69 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.0 (27 reviews) | 8.2 (62 reviews) ✓ Verified | 
| **Social Integration** | 8.3 (24 reviews) | 7.5 (56 reviews) ✓ Verified | 
| **Voice** | Feature Not Available | 7.8 (56 reviews) ✓ Verified | 

#### Platform

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile User Support** | 7.4 (20 reviews) | 7.5 (61 reviews) ✓ Verified | 
| **Customization ** | 7.3 (20 reviews) | 8.3 (70 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.0 (22 reviews) | 8.7 (74 reviews) ✓ Verified | 
| **Integration** | 8.4 (20 reviews) | 8.5 (72 reviews) ✓ Verified | 
| **Reporting** | 8.1 (20 reviews) | 8.6 (69 reviews) ✓ Verified | 
| **Dashboards** | 8.2 (22 reviews) | 8.7 (72 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Administration

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 

#### Design

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Usability

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Quality Assurance

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Voice** | Not enough data | Not enough data | 
| **Social** | Not enough data | Not enough data | 
| **Web Chat** | Not enough data | Not enough data | 
| **Mobile SMS** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Routing** | Not enough data | Not enough data | 
| **Session Queuing** | Not enough data | Not enough data | 
| **Concurrent Calling** | Not enough data | Not enough data | 
| **Speech Analytics** | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Inbound Screen Pop** | Not enough data | Not enough data | 
| **Persistent Data** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Summary Notes** | Not enough data | Not enough data | 
| **Administrator Access** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 
| **Session Recording** | Not enough data | Not enough data | 
| **Agent Scheduling and Assignment** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.1/10 | 31 |

#### Workforce Management

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.2 (26 reviews) | 
| **Skills Management** | Not enough data | 8.2 (25 reviews) | 
| **Shift Scheduling** | Not enough data | 8.2 (25 reviews) | 
| **Agent Self-Service** | Not enough data | 8.0 (23 reviews) | 
| **Mobile Access** | Not enough data | 7.6 (21 reviews) | 

#### Administration

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Automation** | Not enough data | 8.5 (26 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (26 reviews) | 
| **Dashboards** | Not enough data | 8.1 (27 reviews) | 
| **Forecasting** | Not enough data | 7.9 (23 reviews) | 
| **Intraday Management** | Not enough data | 8.0 (24 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.6/10 | 11 |

#### Conversational Platform

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Personalization** | Not enough data | 8.7 (9 reviews) | 
| **Omnichannel** | Not enough data | 8.8 (7 reviews) | 
| **Contextual Engagement** | Not enough data | 9.0 (7 reviews) | 
| **Proactive Engagement** | Not enough data | 8.8 (8 reviews) | 

#### Support Automation

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.6 (7 reviews) | 
| **Seamless Escalation** | Not enough data | 9.3 (7 reviews) | 
| **Transcripts** | Not enough data | 7.9 (7 reviews) | 
| **Self-Serve Support** | Not enough data | 7.7 (8 reviews) | 

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (6 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (6 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.4/10 | 134 |

#### Customer Support

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Text** | Not enough data | 8.9 (37 reviews) | 
| **Speech** | Not enough data | 7.5 (17 reviews) | 
| **Knowledge Base** | Not enough data | 8.7 (30 reviews) | 

#### Automation

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 9.4 (48 reviews) | 
| **Customization** | Not enough data | 7.4 (60 reviews) | 
| **Intelligent Routing** | Not enough data | 8.7 (31 reviews) | 

#### Artificial Intelligence

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Learning** | Not enough data | 8.2 (21 reviews) | 
| **Language** | Not enough data | 8.5 (17 reviews) | 
| **Conversational AI** | Not enough data | 8.0 (27 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.5/10 | 83 |

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (9 reviews) | 
| **AI Text-to-Speech** | Not enough data | 8.5 (9 reviews) | 

#### Communication

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.3 (26 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.8 (26 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.5 (26 reviews) | 
| **In-App Messaging** | Not enough data | 8.3 (25 reviews) | 
| **Co-Browsing** | Not enough data | 8.2 (25 reviews) | 

####  Internal Use

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization ** | 7.3 (20 reviews) | 8.3 (70 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.6 (25 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.4 (23 reviews) | 
| **Knowledge Base** | Not enough data | 8.9 (27 reviews) | 
| **Team Inbox ** | Not enough data | 8.5 (26 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.5 (25 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.6/10 | 60 |

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (23 reviews) | 

#### Self-Service Experience

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.1 (50 reviews) | 
| **Searchable Articles** | Not enough data | 8.0 (45 reviews) | 
| **Community Forums** | Not enough data | 7.6 (44 reviews) | 
| **Mobile Optimization** | Not enough data | 6.7 (42 reviews) | 
| **Personalization** | Not enough data | 8.0 (46 reviews) | 

#### Self-Service Platform

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Branding** | Not enough data | 8.2 (47 reviews) | 
| **Automation** | Not enough data | 8.1 (46 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.7 (44 reviews) | 
| **Integrations** | Not enough data | 8.2 (48 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (18 reviews) | 
| **Multi-step Planning** | Not enough data | 7.3 (17 reviews) | 
| **Cross-system Integration** | Not enough data | 7.5 (17 reviews) | 
| **Adaptive Learning** | Not enough data | 7.3 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.7 (18 reviews) | 
| **Proactive Assistance** | Not enough data | 7.5 (17 reviews) | 
| **Decision Making** | Not enough data | 7.3 (17 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.8/10 | 12 |

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Mentions** | Not enough data | Feature Not Available | 
| **Tickets** | Not enough data | 9.3 (9 reviews) | 
| **Macros** | Not enough data | 7.2 (6 reviews) | 

#### Channels

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Email** | Not enough data | 9.3 (7 reviews) | 
| **Social** | Not enough data | 7.8 (6 reviews) | 
| **Live Chat** | Not enough data | 7.5 (6 reviews) | 
| **Phone** | Not enough data | 7.2 (6 reviews) | 
| **Text** | Not enough data | 7.6 (7 reviews) | 

#### Insight

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Surveys** | Not enough data | 7.1 (7 reviews) | 
| **Reporting** | Not enough data | 6.7 (7 reviews) | 
| **Visitor Activity** | Not enough data | 7.9 (7 reviews) | 
| **Help Desk** | Not enough data | 8.3 (8 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.6/10 | 8 |

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (7 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Desk360** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Generative AI

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)


**Unique to ServiceNow Customer Service Management (13):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Desk360 | ServiceNow Customer Service Management | 
|---|---|---|
| **Small-Business** | 80.0% | 12.2% | 
| **Mid-Market** | 20.0% | 34.5% | 
| **Enterprise** | 0% | 53.4% | 

### By Industry

#### Desk360

- **Computer Software:** 22.0%
- **Information Technology and Services:** 14.0%
- **Program Development:** 6.0%
- **Marketing and Advertising:** 6.0%
- **Financial Services:** 6.0%
- **Retail:** 4.0%
- **Leisure, Travel & Tourism:** 4.0%
- **Consumer Services:** 4.0%
- **Health, Wellness and Fitness:** 4.0%
- **Education Management:** 4.0%
- **Other:** 26.0%

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 33.8%
- **Telecommunications:** 4.9%
- **Financial Services:** 4.9%
- **Computer Software:** 4.1%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.3%
- **Computer & Network Security:** 3.0%
- **Banking:** 2.7%
- **Retail:** 2.7%
- **Consumer Services:** 2.7%
- **Other:** 34.1%

---
## Alternatives

### Alternatives to Desk360

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6998 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7783 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)
- [Helpshift](https://www.g2.com/products/helpshift/reviews) — 4.3/5 stars (384 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3888 reviews)
- [Connecteam](https://www.g2.com/products/connecteam/reviews) — 4.6/5 stars (3505 reviews)

### Alternatives to ServiceNow Customer Service Management

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6998 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7783 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3888 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

---
## Top Discussions

### Desk360

- Title: [Why don't you consider simplifying?](https://www.g2.com/discussions/neden-basitlestirmeyi-dusunmuyorsunuz) — 1 comment, 1 upvote
  > **Top comment:** "But i never believed that trading can be this profitable because i have traded on live account and i always run out of luck and i traded again and also ran..."
- Title: [Is Desk360 can be integrated into other tools like JIRA?](https://www.g2.com/discussions/51075-is-desk360-can-be-integrated-into-other-tools-like-jira) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Tickets can be tracked with JIRA issues attached. You only need to login to your JIRA account once to do the JIRA-Desk360 integration. After that, you can..."
- Title: [Does Desk360 offer multi-user capability like teams?](https://www.g2.com/discussions/50821-does-desk360-offer-multi-user-capability-like-teams) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "You can get detailed info on groups and assignment on docs.desk360.com

You can find more on Desk360.com "
- Title: [Does Desk360 offer guides, tutorials and or customer support?](https://www.g2.com/discussions/50810-does-desk360-offer-guides-tutorials-and-or-customer-support) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "As Desk360, we pride ourselves in offering unique customer experiences as well as our technical prowess. We do not limit ourselves to our clients providing a..."
- Title: [Which communication channels can be used for customer support on Desk360?](https://www.g2.com/discussions/50809-which-communication-channels-can-be-used-for-customer-support-on-desk360) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "You can find out more on Desk360.com"

### ServiceNow Customer Service Management

- Title: [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) — 2 comments
  > **Top comment:** "No, it is not. It is much more than that. Its Customer Service Management application (which is one feature among many many others) is the equivalent to a CRM."
- Title: [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) — 1 comment
  > **Top comment:** "The answer is hidden in your question, Customer Service Management. It can manage all king of services like changes, incidents, service requests etc. "
- Title: [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) — 1 comment
  > **Top comment:** "Its one stop solution for handling your customer enquiries and making a smooth communication with them"
- Title: [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) — 1 comment
  > **Top comment:** "It is one solution for all your customer queries "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/desk360-vs-servicenow-customer-service-management)