TrustRadius

HelpDesk vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HelpDesk
Score 7.3 out of 10
N/A
HelpDesk is an online ticketing system that simplifies team workflows and enhances internal collaboration. Equipped with AI features, it optimizes responses and manages email overload through smart categorization. HelpDesk offers email and mail overload management through intelligent filtering and prioritization. With 256-bit SSL encryption, it provides a secure and reliable environment for enterprise customer…
$34
per month
ServiceNow Customer Service Management
Score 7.7 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
Pricing
HelpDeskServiceNow Customer Service Management
Editions & Modules
Team
$34
per month per agent
Business
$59
per month per agent
Enterprise
Contact Sales
No answers on this topic
Offerings
Pricing Offerings
HelpDeskServiceNow Customer Service Management
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details15% discount for annual pricing.—
More Pricing Information
Community Pulse
HelpDeskServiceNow Customer Service Management
Features
HelpDeskServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HelpDesk
-
Ratings
ServiceNow Customer Service Management
7.0
6 Ratings
14% below category average
Organize and prioritize service tickets00 Ratings7.66 Ratings
Expert directory00 Ratings7.95 Ratings
Subscription-based notifications00 Ratings7.15 Ratings
ITSM collaboration and documentation00 Ratings4.45 Ratings
Ticket creation and submission00 Ratings9.26 Ratings
Ticket response00 Ratings6.06 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HelpDesk
-
Ratings
ServiceNow Customer Service Management
4.7
5 Ratings
50% below category average
External knowledge base00 Ratings4.44 Ratings
Internal knowledge base00 Ratings5.15 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HelpDesk
-
Ratings
ServiceNow Customer Service Management
6.3
6 Ratings
21% below category average
Customer portal00 Ratings7.24 Ratings
IVR00 Ratings5.34 Ratings
Social integration00 Ratings3.54 Ratings
Email support00 Ratings7.45 Ratings
Help Desk CRM integration00 Ratings8.25 Ratings
Best Alternatives
HelpDeskServiceNow Customer Service Management
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 9.0 out of 10
SysAid
SysAid
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HelpDeskServiceNow Customer Service Management
Likelihood to Recommend
-
(0 ratings)
7.4
(6 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
HelpDeskServiceNow Customer Service Management
Likelihood to Recommend
LiveChat
No answers on this topic
ServiceNow
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
Verified User
Anonymous
Read full review
Pros
LiveChat
No answers on this topic
ServiceNow
  • We manage internal tickets through ServiceNow Customer Service Management. We raise tickets with IT and other team
  • We manage our datapipe customers through ServiceNow Customer Service Management and it efficiently manages our customer interactions
  • ServiceNow Customer Service Management helps us manage projects and tasks and keep a log of all our migration customers
Verified User
Anonymous
Read full review
Cons
LiveChat
No answers on this topic
ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
Verified User
Anonymous
Read full review
Usability
LiveChat
No answers on this topic
ServiceNow
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Verified User
Anonymous
Read full review
Support Rating
LiveChat
No answers on this topic
ServiceNow
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Verified User
Anonymous
Read full review
Alternatives Considered
LiveChat
No answers on this topic
ServiceNow
Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved overall customer satisfaction and reduced resolution time by taking help of Knowledge base integration
Amrit Kumar Pal | TrustRadius Reviewer
Amrit Kumar Pal
Lead Consultant
Read full review
Return on Investment
LiveChat
No answers on this topic
ServiceNow
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
Verified User
Anonymous
Read full review
ScreenShots

HelpDesk Screenshots

Screenshot of A single ticket view.Screenshot of A list of all tickets stored in the application.Screenshot of A new support ticket created from within the application.