# ServiceNow Customer Service Management vs osTicket Comparison
---
## AI Generated Summary
- **G2 reviewers report** that osTicket excels in user-friendliness, with many users appreciating its straightforward interface for managing incoming requests. One user noted, "OSTicket is a great first point of contact for keeping requests from our customers organized," highlighting its effectiveness in ticket assignment.
- **Users say** that ServiceNow Customer Service Management stands out for its comprehensive features, particularly in centralizing customer support operations. Reviewers mention that it "helps manage cases, automate workflows, and improve communication between support teams and customers," making it a robust choice for larger organizations.
- **According to verified reviews** , osTicket is praised for its ease of setup, with users finding it simple to filter and assign tickets. One user remarked, "Osticket is very easy to use, you can use the search parameter to filter out the tickets," which contributes to a smooth onboarding experience.
- **Reviewers mention** that ServiceNow Customer Service Management offers advanced features like the Advanced Work Assignment, which significantly enhances team efficiency. Users recommend sticking to the out-of-the-box functionality, stating that it "will work seamlessly with no bugs," indicating a reliable performance.
- **G2 reviewers highlight** that while osTicket is effective for small businesses, it may lack some advanced functionalities that larger enterprises require. Users appreciate its task tracking capabilities but note that it may not fully meet the complex needs of larger organizations.
- **Users report** that ServiceNow Customer Service Management provides superior support quality, with a score reflecting its strong customer service. Reviewers have noted the platform's ability to streamline operations, which is crucial for maintaining high levels of customer satisfaction in enterprise environments.



| | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 470 | 45 | 
| **Largest Market Segment** | Enterprise (53.6% of reviews) | Small-Business (57.8% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### ServiceNow Customer Service Management

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

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

### osTicket

**Not enough data**

---
## Ratings Comparison
| Rating | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
  | **Meets Requirements** | 8.7 (218 reviews) | 8.8 (42 reviews) | 
  | **Ease of Use** | 8.5 (333 reviews) | 8.2 (42 reviews) | 
  | **Ease of Setup** | 8.0 (198 reviews) | 8.1 (30 reviews) | 
  | **Ease of Admin** | 8.4 (87 reviews) | 8.4 (30 reviews) | 
  | **Quality of Support** | 8.4 (270 reviews) | 6.8 (28 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (89 reviews) | 8.5 (25 reviews) | 
  | **Product Direction (% positive)** | 9.0 (214 reviews) | 8.5 (40 reviews) | 

---
## Pricing

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### osTicket

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.3/10 | 110 |
| **osTicket** | 7.4/10 | 34 |

#### Ticket and Case Management

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (78 reviews) ✓ Verified | 8.6 (33 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (78 reviews) ✓ Verified | 8.7 (32 reviews) ✓ Verified | 
| **Workflow** | 8.8 (80 reviews) ✓ Verified | 8.0 (31 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (69 reviews) | 8.4 (29 reviews) ✓ Verified | 
| **SLA Management** | 8.7 (71 reviews) ✓ Verified | 8.0 (24 reviews) | 
| **Attachments/Screencasts** | 8.4 (68 reviews) ✓ Verified | 7.7 (30 reviews) | 
| **Ticket Collaboration** | 8.9 (70 reviews) ✓ Verified | 8.3 (31 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.8 (68 reviews) ✓ Verified | 7.3 (17 reviews) | 

#### Generative AI

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

#### Agentic AI - Help Desk

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Autonomous Task Execution** | 7.6 (28 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.5 (26 reviews) | Not enough data | 
| **Proactive Assistance** | 7.7 (27 reviews) | Not enough data | 

#### Communication Channels

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Customer Portal** | 8.6 (69 reviews) ✓ Verified | 8.1 (24 reviews) ✓ Verified | 
| **Email to Case** | 8.7 (68 reviews) ✓ Verified | 9.0 (27 reviews) | 
| **Chat/Live Support** | 8.2 (61 reviews) ✓ Verified | 5.3 (10 reviews) ✓ Verified | 
| **Social Integration** | 7.5 (56 reviews) ✓ Verified | 5.3 (10 reviews) | 
| **Voice** | 7.8 (55 reviews) ✓ Verified | 4.0 (7 reviews) | 

#### Platform

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Mobile User Support** | 7.5 (61 reviews) ✓ Verified | 5.4 (16 reviews) | 
| **Customization ** | 8.3 (70 reviews) ✓ Verified | 7.2 (24 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.7 (74 reviews) ✓ Verified | 8.8 (26 reviews) ✓ Verified | 
| **Integration** | 8.5 (71 reviews) ✓ Verified | 6.8 (13 reviews) ✓ Verified | 
| **Reporting** | 8.6 (68 reviews) ✓ Verified | 7.2 (26 reviews) ✓ Verified | 
| **Dashboards** | 8.7 (71 reviews) ✓ Verified | 7.8 (27 reviews) ✓ Verified | 

### Contact Center Knowledge Base

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

#### Administration

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

### Customer Communications Management

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

#### Channels

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

### Complaint Management

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

#### Usability

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **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 |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Quality Assurance

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

#### Engagement

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

#### Performance

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

#### Generative AI

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

### Contact Center

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

#### Channels

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

#### Functions

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **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 |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.1/10 | 31 |
| **osTicket** | N/A | N/A |

#### Workforce Management

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

#### Administration

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

### Conversational Support

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

#### Conversational Platform

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

#### Support Automation

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

#### Generative AI

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

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.4/10 | 125 |
| **osTicket** | N/A | N/A |

#### Customer Support

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Text** | 8.8 (33 reviews) | Not enough data | 
| **Speech** | 7.5 (17 reviews) | Not enough data | 
| **Knowledge Base** | 8.7 (30 reviews) | Not enough data | 

#### Automation

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Ticket Resolution** | 9.4 (45 reviews) | Not enough data | 
| **Customization** | 7.4 (58 reviews) | Not enough data | 
| **Intelligent Routing** | 8.7 (29 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Learning** | 8.3 (20 reviews) | Not enough data | 
| **Language** | 8.6 (17 reviews) | Not enough data | 
| **Conversational AI** | 8.2 (25 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.5/10 | 82 |
| **osTicket** | N/A | N/A |

#### Generative AI

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

#### Communication

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

####  Internal Use

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Customization ** | 8.3 (70 reviews) ✓ Verified | 7.2 (24 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (25 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.4 (23 reviews) | Not enough data | 
| **Knowledge Base** | 8.9 (27 reviews) | Not enough data | 
| **Team Inbox ** | 8.5 (26 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.5 (25 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 7.6/10 | 58 |
| **osTicket** | N/A | N/A |

#### Generative AI

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

#### Self-Service Experience

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Knowledge Base** | 8.1 (49 reviews) | Not enough data | 
| **Searchable Articles** | 8.0 (45 reviews) | Not enough data | 
| **Community Forums** | 7.6 (43 reviews) | Not enough data | 
| **Mobile Optimization** | 6.7 (42 reviews) | Not enough data | 
| **Personalization** | 7.9 (45 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Branding** | 8.2 (47 reviews) | Not enough data | 
| **Automation** | 8.1 (45 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (43 reviews) | Not enough data | 
| **Integrations** | 8.2 (47 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (18 reviews) | Not enough data | 
| **Multi-step Planning** | 7.4 (17 reviews) | Not enough data | 
| **Cross-system Integration** | 7.5 (17 reviews) | Not enough data | 
| **Adaptive Learning** | 7.3 (17 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (18 reviews) | Not enough data | 
| **Proactive Assistance** | 7.5 (17 reviews) | Not enough data | 
| **Decision Making** | 7.4 (17 reviews) | Not enough data | 

### Social Customer Service

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

#### Generative AI

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

#### Process

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

#### Channels

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

#### Insight

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

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 7.9/10 | 9 |
| **osTicket** | N/A | N/A |

#### Generative AI

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **AI Text Generation** | 8.0 (9 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (8 reviews) | Not enough data | 

### Enterprise Feedback Management

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

#### Generative AI

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

#### Survey Management

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

### AWS Marketplace

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

#### Agentic AI - AWS Marketplace

| Feature | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | 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)

**Unique to osTicket (1):** [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace)


---
## Reviewer Demographics

### By Company Size

| Segment | ServiceNow Customer Service Management | osTicket | 
|---|---|---|
| **Small-Business** | 12.2% | 57.8% | 
| **Mid-Market** | 34.2% | 33.3% | 
| **Enterprise** | 53.6% | 8.9% | 

### By Industry

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 32.7%
- **Telecommunications:** 5.1%
- **Financial Services:** 4.8%
- **Computer Software:** 4.2%
- **Hospital & Health Care:** 3.7%
- **Consulting:** 3.1%
- **Computer & Network Security:** 3.1%
- **Banking:** 2.8%
- **Retail:** 2.8%
- **Consumer Services:** 2.8%
- **Other:** 34.9%

#### osTicket

- **Information Technology and Services:** 24.4%
- **Education Management:** 13.3%
- **Computer Software:** 11.1%
- **Telecommunications:** 4.4%
- **Retail:** 4.4%
- **Primary/Secondary Education:** 4.4%
- **Internet:** 4.4%
- **Accounting:** 2.2%
- **Capital Markets:** 2.2%
- **Computer Games:** 2.2%
- **Other:** 26.7%

---
## Alternatives

### 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)
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- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to osTicket

- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [OTRS](https://www.g2.com/products/otrs/reviews) — 4.4/5 stars (38 reviews)
- [Zammad](https://www.g2.com/products/zammad/reviews) — 4.5/5 stars (10 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7777 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Vision Helpdesk](https://www.g2.com/products/vision-helpdesk/reviews) — 4.6/5 stars (95 reviews)

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## Top Discussions

### 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 "

### osTicket

- Title: [What is ticket support system?](https://www.g2.com/discussions/what-is-ticket-support-system) — 1 comment
  > **Top comment:** "TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. "

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