ServiceNow vs Zendesk


30
ServiceNow
ServiceNow offers a portfolio of robust cloud-based products that automate and manage IT service relationships across the enterprise. Our products have the advantage of being built on a single cloud platform that consists of one user interface, one code base and one data model, delivering easy, automated upgrades. ServiceNow provides an intuitive and approachable user experience complete with expert services to accelerate time-to-value. ServiceNow free open-source alternatives are: osTicket, OTRS, Mantis
54
Zendesk
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient. Zendesk free open-source alternatives are osTicket, OTRS, Mantis
Comparing ServiceNow vs Zendesk is like comparing apples to oranges. Because your business is unique and nobody except you can decide, which is better for your company. But we can add some fun to your research and suggest some new comparison parameters.

Let's start with videos. We think that Zendesk has better video than ServiceNow



Ok, now let's compare the UI. Looks like Zendesk has more user-friendly interface than ServiceNow because it's bigger. At least on our screenshots


To compare the popularity of the solutions we counted how many alternatives people search for each of them on the Internet. And it turns out that Zendesk is more popular than ServiceNow

Now let's look at the recent activities of our competitors:

- Helpdesk provider ServiceNow bought a design firm (in 2017)
- Zendesk expands beyond the help desk (in 2016)
- Zendesk introduced Zendesk Message (in 2016)
- Zendesk acquired Business Intelligence service BIME Analytics (in 2015)
- New Zendesk Voice raises the bar for phone support (in 2014)
- ServiceNow adds more Enterprise features (in 2014)
- Zendesk adds business intelligence tool (in 2014)
- Zendesk and HootSuite will help to survive in case of Zombie apocalypse (in 2013)
- Zendesk launched new self-service portal (in 2013)
- Zendesk and amoCRM call SaaS vendors to integrate (in 2013)

Looks like Zendesk was recently more active than ServiceNow (at least in our news). We also found some news, in which ServiceNow and Zendesk meet head to head:

2014 - New Zendesk Voice raises the bar for phone support to take on ServiceNow


Helpdesk service Zendesk updated its phone support feature Zendesk Voice. The new version, built upon the Twilio platform, is now available in 39 countries. Leveraging Twilio’s global network of data centers, calls are delivered quickly and clearly. You can launch a call center in minutes by using built-in functionality that allows agents to make and receive calls from within the browser, or forward calls to another line. By bringing customer information, contact history and internal knowledge bases right into the agent desktop, providing phone support has never been easier.