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Compare ServiceNow Customer Service Management and Zendesk for Customer Service - AC 
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At a Glance
Market Segments
Enterprise (60.9% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
ServiceNow 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 ManagementZendesk for Customer Service - AC
Star Rating
(6,662)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in ticket creation user experience, scoring 8.8 compared to ServiceNow's 9.0. Reviewers mention that Zendesk's intuitive interface makes it easy to create and manage tickets, while ServiceNow's process is slightly more complex.
- Reviewers mention that ServiceNow Customer Service Management shines in SLA Management with a score of 8.7, compared to Zendesk's 8.2. Users appreciate ServiceNow's robust SLA tracking features, which help ensure compliance and timely responses.
- G2 users highlight that Zendesk Support Suite offers superior ticket collaboration features, scoring 8.6 against ServiceNow's 8.9. Reviewers say that Zendesk's collaboration tools facilitate seamless communication among team members, enhancing overall efficiency.
- Users on G2 report that ServiceNow's proactive engagement features are more effective, scoring 8.3 compared to Zendesk's 8.1. Reviewers mention that ServiceNow's proactive notifications help keep customers informed, improving satisfaction rates.
- Reviewers mention that Zendesk Support Suite has a more user-friendly interface for ease of use, scoring 8.5 compared to ServiceNow's 8.4. Users say that Zendesk's design is straightforward, making it easier for new users to adapt quickly.
- Users report that both platforms have similar quality of support, each scoring 8.4. However, reviewers mention that Zendesk's support team is often praised for their responsiveness and helpfulness, while ServiceNow's support can be slower at times.
Pricing
Entry-Level Pricing
ServiceNow Customer Service Management
No pricing availableZendesk for Customer Service - AC
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
ServiceNow Customer Service Management
Free Trial is available
Zendesk for Customer Service - AC
Free Trial is available
Ratings
Meets Requirements
8.7
160
8.6
5,120
Ease of Use
8.4
177
8.6
5,164
Ease of Setup
7.9
116
8.0
3,188
Ease of Admin
8.4
78
8.2
3,074
Quality of Support
8.3
142
8.4
4,798
Has the product been a good partner in doing business?
8.5
80
8.4
3,000
Product Direction (% positive)
9.2
145
8.0
4,773
Features by Category
Ticket and Case Management
8.9
60
|
Verified
8.8
2552
|
Verified
8.9
60
|
Verified
8.7
2567
|
Verified
8.7
60
|
Verified
8.5
2494
|
Verified
8.3
57
8.4
2338
|
Verified
8.7
59
|
Verified
8.2
1921
|
Verified
8.4
58
|
Verified
8.4
2398
|
Verified
8.8
57
|
Verified
8.6
2386
|
Verified
8.7
57
|
Verified
8.3
1854
|
Verified
Generative AI
7.2
32
7.6
385
6.9
31
7.6
385
Agentic AI - Help Desk
7.3
22
7.8
246
7.3
22
7.9
245
7.3
22
8.0
246
Communication Channels
8.6
59
|
Verified
8.5
2060
|
Verified
8.6
59
|
Verified
8.8
2310
|
Verified
8.0
52
|
Verified
8.4
1725
|
Verified
7.4
51
|
Verified
8.0
1429
|
Verified
7.7
49
|
Verified
8.0
1313
|
Verified
Platform
7.3
53
|
Verified
7.8
1387
|
Verified
8.1
60
|
Verified
8.0
1777
|
Verified
8.5
59
|
Verified
8.3
1947
|
Verified
8.2
58
|
Verified
8.2
1739
|
Verified
8.5
59
|
Verified
7.9
2339
|
Verified
8.6
60
|
Verified
8.0
2407
|
Verified
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Workforce Management
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
Not enough data
Administration
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
Not enough data
Conversational Platform
8.6
6
8.1
859
8.6
6
8.3
716
8.9
6
8.2
684
8.6
6
8.2
749
Support Automation
8.3
6
8.2
714
9.2
6
8.3
757
7.5
6
8.4
711
7.2
6
8.1
788
Generative AI
8.3
5
7.8
204
8.3
5
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
7.9
13
8.1
82
7.1
12
7.6
77
8.2
13
8.1
84
Automation
8.7
13
8.1
83
8.3
13
8.2
83
8.3
13
8.1
84
Artificial Intelligence
8.5
13
7.8
83
8.2
12
7.7
82
8.1
12
7.7
84
Generative AI
8.5
10
Feature Not Available
8.3
9
7.9
207
8.5
9
Feature Not Available
Communication
8.3
24
|
Verified
8.6
950
|
Verified
8.9
23
|
Verified
8.5
964
|
Verified
8.5
24
8.1
720
8.4
23
8.5
737
|
Verified
8.2
23
8.0
520
Internal Use
8.1
60
|
Verified
8.0
1777
|
Verified
8.6
23
|
Verified
8.5
849
|
Verified
8.3
21
8.1
650
8.9
24
8.5
898
8.5
24
|
Verified
8.6
824
|
Verified
8.5
24
|
Verified
8.3
848
|
Verified
Generative AI
6.9
21
Feature Not Available
Self-Service Experience
7.9
43
8.5
1499
7.8
39
8.5
1436
7.4
39
8.0
1024
6.4
38
7.7
648
7.7
40
8.0
780
Self-Service Platform
8.0
42
8.2
828
8.0
41
8.2
841
7.6
39
7.7
658
8.0
41
8.2
806
Agentic AI - Customer Self-Service
6.6
15
8.3
63
7.0
15
8.3
63
7.2
15
8.2
64
7.1
15
8.7
63
7.3
15
8.6
61
7.2
15
8.2
63
7.1
15
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
6.9
7
8.4(won by 1.5)
564
9.0
7
9.1(won by 0.1)
741
7.3
5
8.9(won by 1.6)
689
Channels
9.4(won by 0.4)
6
9.0
740
7.7
5
8.4(won by 0.7)
586
7.7
5
8.7(won by 1.0)
563
7.3
5
8.2(won by 0.9)
485
7.5
6
8.3(won by 0.8)
421
Insight
7.2
6
8.2(won by 1.0)
539
6.9
6
8.3(won by 1.4)
648
7.8
6
8.5(won by 0.7)
562
8.3
7
8.7(won by 0.4)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
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
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
Agentic AI - AI Agents
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
Platform
Not enough data
9.4
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
ServiceNow Customer Service Management and Zendesk for Customer Service - AC are categorized as Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Conversational Support
Unique Categories
ServiceNow Customer Service Management is categorized as Contact Center Workforce
Zendesk for Customer Service - AC is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, and Proactive Notification
Reviews
Reviewers' Company Size
ServiceNow Customer Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service - AC
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
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%
Computer Software
14.1%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Discussions
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
What is ServiceNow customer service management?
1 Comment
G2
It is one solution for all your customer queries Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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