Compare Request Tracker and ServiceNow Customer Service Management 
At a Glance
Market Segments
Enterprise (44.4% of reviews)
Enterprise (59.2% 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
(256)4.4 out of 5
Market Segments
Enterprise (59.2% 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.
- G2 reviewers report that ServiceNow Customer Service Management excels in user satisfaction, boasting a higher overall rating compared to Request Tracker. Users appreciate its efficient communication features and the ability to manage data effectively, which contributes to a more streamlined service experience.
- According to verified reviews, ServiceNow's quick initial setup is a significant advantage, making it easier for teams to get started. In contrast, some users of Request Tracker mention that while it offers valuable insights and automation capabilities, the onboarding process can be less intuitive for beginners.
- Users say that ServiceNow Customer Service Management provides a consistent and professional approach to customer support, thanks to its robust process safeguarding features. Meanwhile, Request Tracker is praised for its automation of requests, which helps organizations track defects and enhancements, but it may require more configuration to meet specific workflow needs.
- Reviewers mention that ServiceNow's pre-built flows significantly streamline processes, making it easier to manage various aspects of service operations. On the other hand, while Request Tracker offers a customizable dashboard that aids in organization, some users find its authorization system complex and not the simplest for new users.
- G2 reviewers highlight that ServiceNow Customer Service Management has a strong market presence, with a larger number of reviews indicating a more established user base. In contrast, Request Tracker has fewer reviews, which may limit the reliability of its user feedback and insights.
- According to recent user feedback, both products have their strengths, but ServiceNow's higher ratings in quality of support and ease of administration suggest a more user-friendly experience overall. Request Tracker, while effective in automating tasks, may not match the same level of support and ease that ServiceNow offers.
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
172
Ease of Use
7.1
8
8.4
189
Ease of Setup
Not enough data
8.0
129
Ease of Admin
Not enough data
8.4
83
Quality of Support
7.5
6
8.3
153
Has the product been a good partner in doing business?
Not enough data
8.6
85
Product Direction (% positive)
7.1
8
9.1
156
Features by Category
Ticket and Case Management
Not enough data
8.9
66
|
Verified
Not enough data
8.7
67
|
Verified
Not enough data
8.8
69
|
Verified
Not enough data
8.4
63
Not enough data
8.6
63
|
Verified
Not enough data
8.4
61
|
Verified
Not enough data
8.9
63
|
Verified
Not enough data
8.7
61
|
Verified
Generative AI
Not enough data
7.2
34
Not enough data
7.0
33
Agentic AI - Help Desk
Not enough data
7.4
24
Not enough data
7.3
23
Not enough data
7.3
23
Communication Channels
Not enough data
8.6
62
|
Verified
Not enough data
8.6
62
|
Verified
Not enough data
8.0
54
|
Verified
Not enough data
7.4
53
|
Verified
Not enough data
7.7
51
|
Verified
Platform
Not enough data
7.3
57
|
Verified
Not enough data
8.2
65
|
Verified
Not enough data
8.5
66
|
Verified
Not enough data
8.3
65
|
Verified
Not enough data
8.5
64
|
Verified
Not enough data
8.7
65
|
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
7.6
21
Administration
Not enough data
8.4
25
Not enough data
8.5
26
Not enough data
8.1
26
Not enough data
7.9
23
Not enough data
7.9
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
8.2
25
|
Verified
Not enough data
8.8
24
|
Verified
Not enough data
8.4
25
Not enough data
8.3
24
Not enough data
8.1
24
Internal Use
Not enough data
8.2
65
|
Verified
Not enough data
8.5
24
|
Verified
Not enough data
8.3
22
Not enough data
8.8
25
Not enough data
8.5
25
|
Verified
Not enough data
8.5
25
|
Verified
Generative AI
Not enough data
6.9
21
Self-Service Experience
Not enough data
8.0
45
Not enough data
7.9
40
Not enough data
7.4
40
Not enough data
6.5
39
Not enough data
7.7
41
Self-Service Platform
Not enough data
8.1
43
Not enough data
8.0
42
Not enough data
7.5
40
Not enough data
8.0
43
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
7.1(won by default)
8
Not enough data
9.2(won by default)
8
Not enough data
7.2(won by default)
6
Channels
Not enough data
9.3(won by default)
7
Not enough data
7.8(won by default)
6
Not enough data
7.5(won by default)
6
Not enough data
7.2(won by default)
6
Not enough data
7.6(won by default)
7
Insight
Not enough data
7.1(won by default)
7
Not enough data
6.7(won by default)
7
Not enough data
7.9(won by default)
7
Not enough data
8.3(won by default)
8
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
34.6%
Telecommunications
6.3%
Computer Software
5.9%
Computer & Network Security
4.2%
Consumer Services
4.2%
Other
44.7%
Alternatives
Discussions
Request Tracker has no discussions with answers
Is service now a CRM tool?
2 Comments
MS
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.Read more
What is ServiceNow Customer Service Management used for?
1 Comment
PP
The answer is hidden in your question, Customer Service Management. It can manage all king of services like changes, incidents, service requests etc. 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
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