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Software · head to head

ServiceNow vs Zendesk

ServiceNow logo

ServiceNow

Software

The world works with ServiceNow

From
On request
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

Software

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: ServiceNow listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow; Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • They diverge on capability: ServiceNow covers ITSM, Zendesk covers Ticket management.

Where they differ

Only the attributes on which ServiceNow and Zendesk actually diverge.

Attributes where ServiceNow and Zendesk differ
AttributeServiceNowZendesk
Starting priceOn request$19/month
Pricing modelquotesubscription
PlatformsWeb, Ios, AndroidWeb
Founded20042007

Identical on both: free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in ServiceNow

  • ITSM
  • IT Operations
  • Customer workflows
  • Employee workflows
  • App development
  • AI/ML capabilities
  • SAP
  • AWS

Only in Zendesk

  • Ticket management
  • Omnichannel support
  • Knowledge base
  • Live chat
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction

Both cover

  • Slack
  • Microsoft Teams
  • Salesforce
  • SOC2
  • ISO27001
  • FedRAMP
  • HIPAA

What people use each for

The jobs each tool is most often brought in to do.

ServiceNow

  • Enterprise IT managementnot Zendesk
  • Digital transformationnot Zendesk
  • Workflow automationnot Zendesk

Zendesk

  • Help desk and ticketing system managementnot ServiceNow
  • Omnichannel customer supportnot ServiceNow
  • Knowledge base and self-service portalsnot ServiceNow
  • AI-assisted customer servicenot ServiceNow

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

ServiceNow

  • Listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

Pricing, plan by plan

ServiceNow

On request
  • IT Service Management$undefined/month
    • Incident management
    • Problem management
    • Change management
  • IT Operations Management$undefined/month
    • Discovery
    • Service mapping
    • Event management
  • Customer Service Management$undefined/month
    • Omnichannel engagement
    • Self-service
    • Case management

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Which should you pick?

Choose ServiceNow if

  • You need itsm.
  • You work on Web, Ios, Android.
  • You also want it operations.
ServiceNow review

Choose Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Questions people ask

Is ServiceNow or Zendesk better?
Neither clearly leads. ServiceNow starts at On request and Zendesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, ServiceNow or Zendesk?
ServiceNow starts at On request and Zendesk at $19/month.
Does ServiceNow or Zendesk run on more platforms?
ServiceNow runs on Web, Ios, Android. Zendesk runs on Web.
What is ServiceNow best used for?
ServiceNow is most often used for enterprise it management, digital transformation, workflow automation. Of those, enterprise it management and digital transformation are not what Zendesk is typically brought in for.
What can ServiceNow do that Zendesk cannot?
ServiceNow covers ITSM, IT Operations, Customer workflows, Employee workflows. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Both handle Slack, Microsoft Teams, Salesforce, SOC2.
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