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At a Glance
Market Segments
Enterprise (44.4% of reviews)
Enterprise (60.9% of reviews)
Entry-Level Pricing
$25.00 1 User Per Month
No pricing available
Request Tracker
Star Rating
(10)3.8 out of 5
Market Segments
Enterprise (44.4% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
$25.00 1 User Per Month
Browse all 4 pricing plansServiceNow Customer Service Management
Star Rating
(236)4.4 out of 5
Market Segments
Enterprise (60.9% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Request Tracker excels in ticket creation user experience with a score of 8.9, while ServiceNow Customer Service Management, although strong, scores slightly lower in this area, indicating that Request Tracker may offer a more intuitive interface for creating tickets.
- Reviewers mention that ServiceNow shines in SLA Management with a score of 8.9, compared to Request Tracker's score, suggesting that ServiceNow provides more robust features for managing service level agreements effectively.
- G2 users highlight that Request Tracker has a superior ticket collaboration feature, scoring 9.0, which indicates that it may facilitate better teamwork and communication among agents compared to ServiceNow.
- Users on G2 report that ServiceNow's automation capabilities are impressive, with a score of 9.1, which suggests that it may offer more advanced automation features for ticket resolution and support processes than Request Tracker.
- Reviewers say that ServiceNow's quality of support is rated at 8.4, which is higher than Request Tracker's score, indicating that users may find ServiceNow's customer support more responsive and helpful.
- Users report that Request Tracker has a strong performance in customization, scoring 8.5, which suggests that it may allow for more tailored solutions to fit specific organizational needs compared to ServiceNow.
Pricing
Entry-Level Pricing
Request Tracker
Starter
$25.00
1 User Per Month
Per User, Per Month
- 5 user minimum
- Access to RT's full feature set
- Unlimited External Users
ServiceNow Customer Service Management
No pricing availableFree Trial
Request Tracker
Free Trial is available
ServiceNow Customer Service Management
Free Trial is available
Ratings
Meets Requirements
7.3
8
8.7
160
Ease of Use
7.1
8
8.4
177
Ease of Setup
Not enough data
7.9
116
Ease of Admin
Not enough data
8.4
78
Quality of Support
7.5
6
8.3
142
Has the product been a good partner in doing business?
Not enough data
8.5
80
Product Direction (% positive)
7.1
8
9.2
145
Features by Category
Ticket and Case Management
Not enough data
8.9
60
|
Verified
Not enough data
8.9
60
|
Verified
Not enough data
8.7
60
|
Verified
Not enough data
8.3
57
Not enough data
8.7
59
|
Verified
Not enough data
8.4
58
|
Verified
Not enough data
8.8
57
|
Verified
Not enough data
8.7
57
|
Verified
Generative AI
Not enough data
7.2
32
Not enough data
6.9
31
Agentic AI - Help Desk
Not enough data
7.3
22
Not enough data
7.3
22
Not enough data
7.3
22
Communication Channels
Not enough data
8.6
59
|
Verified
Not enough data
8.6
59
|
Verified
Not enough data
8.0
52
|
Verified
Not enough data
7.4
51
|
Verified
Not enough data
7.7
49
|
Verified
Platform
Not enough data
7.3
53
|
Verified
Not enough data
8.1
60
|
Verified
Not enough data
8.5
59
|
Verified
Not enough data
8.2
58
|
Verified
Not enough data
8.5
59
|
Verified
Not enough data
8.6
60
|
Verified
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Bug Reporting
Not enough data
Not enough data
Not enough data
Not enough data
7.7
5
Not enough data
Bug Monitoring
7.3
5
Not enough data
Not enough data
Not enough data
7.7
5
Not enough data
Agentic AI - Bug Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
Not enough data
8.1
25
Not enough data
8.2
25
Not enough data
8.1
24
Not enough data
8.0
23
Not enough data
7.8
21
Administration
Not enough data
8.5
25
Not enough data
8.7
26
Not enough data
8.3
26
Not enough data
8.1
23
Not enough data
8.0
23
Conversational Platform
Not enough data
8.6
6
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.6
6
Support Automation
Not enough data
8.3
6
Not enough data
9.2
6
Not enough data
7.5
6
Not enough data
7.2
6
Generative AI
Not enough data
8.3
5
Not enough data
8.3
5
Customer Support
Not enough data
7.9
13
Not enough data
7.1
12
Not enough data
8.2
13
Automation
Not enough data
8.7
13
Not enough data
8.3
13
Not enough data
8.3
13
Artificial Intelligence
Not enough data
8.5
13
Not enough data
8.2
12
Not enough data
8.1
12
Generative AI
Not enough data
8.5
10
Not enough data
8.3
9
Not enough data
8.5
9
Communication
Not enough data
8.3
24
|
Verified
Not enough data
8.9
23
|
Verified
Not enough data
8.5
24
Not enough data
8.4
23
Not enough data
8.2
23
Internal Use
Not enough data
8.1
60
|
Verified
Not enough data
8.6
23
|
Verified
Not enough data
8.3
21
Not enough data
8.9
24
Not enough data
8.5
24
|
Verified
Not enough data
8.5
24
|
Verified
Generative AI
Not enough data
6.9
21
Self-Service Experience
Not enough data
7.9
43
Not enough data
7.8
39
Not enough data
7.4
39
Not enough data
6.4
38
Not enough data
7.7
40
Self-Service Platform
Not enough data
8.0
42
Not enough data
8.0
41
Not enough data
7.6
39
Not enough data
8.0
41
Agentic AI - Customer Self-Service
Not enough data
6.6
15
Not enough data
7.0
15
Not enough data
7.2
15
Not enough data
7.1
15
Not enough data
7.3
15
Not enough data
7.2
15
Not enough data
7.1
15
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
Not enough data
6.9(won by default)
7
Not enough data
9.0(won by default)
7
Not enough data
7.3(won by default)
5
Channels
Not enough data
9.4(won by default)
6
Not enough data
7.7(won by default)
5
Not enough data
7.7(won by default)
5
Not enough data
7.3(won by default)
5
Not enough data
7.5(won by default)
6
Insight
Not enough data
7.2(won by default)
6
Not enough data
6.9(won by default)
6
Not enough data
7.8(won by default)
6
Not enough data
8.3(won by default)
7
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Reporting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access & Usability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Request Tracker and ServiceNow Customer Service Management are categorized as Help Desk
Unique Categories
Request Tracker is categorized as Bug Tracking, Incident Management, IT Service Management (ITSM) Tools, Service Desk, and Shared Inbox
ServiceNow Customer Service Management is categorized as Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, Live Chat, Contact Center Workforce, Customer Self-Service, and Conversational Support
Reviews
Reviewers' Company Size
Request Tracker
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow Customer Service Management
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
Internet
22.2%
Oil & Energy
11.1%
Information Technology and Services
11.1%
Higher Education
11.1%
Consumer Services
11.1%
Other
33.3%
Information Technology and Services
36.0%
Telecommunications
5.8%
Computer Software
5.8%
Financial Services
4.4%
Hospital & Health Care
4.0%
Other
44.0%
Alternatives
Discussions
Request Tracker has no discussions with answers
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