HelpDesk vs. ServiceNow features and capabilities — how to choose the best tool for your service?
HelpDesk offers ticketing, automation, reporting, and collaboration tools to streamline the customer support process and ensure timely resolutions. Their software is designed to improve customer satisfaction, boost team productivity, and optimize support operations. Overall, HelpDesk aims to help businesses build stronger customer relationships through exceptional support experiences.
ServiceNow's platform automates and streamlines processes to enhance organizational efficiency and productivity. They aim to help businesses improve service delivery, reduce costs, and improve customer experience. ServiceNow is known for its user-friendly interface and flexibility in customizing solutions to fit each organization's unique needs.
Let's compare the features offered by both tools.
HelpDesk features
- Ticketing system: A ticketing system allows users to easily submit technical issues or service requests to the help desk team. Each ticket is logged, assigned a priority level, and tracked until resolved.
- Remote desktop support: Remote desktop support enables help desk agents to connect to a user's computer remotely to troubleshoot issues, provide real-time assistance, and resolve technical problems without needing in-person visits.
- Reporting and analytics: Reporting and analytics tools provide valuable insights into help desk performance metrics such as ticket volume, resolution times, customer satisfaction scores, and agent productivity, allowing organizations to identify trends, monitor performance, and make data-driven decisions.
- Self-service portal: A self-service portal allows users to access a range of resources, submit tickets, track ticket status, and find solutions to common issues without needing to contact the help desk directly, increasing efficiency and reducing the workload on help desk agents.
- Integration with other systems: Integration with other systems such as CRM, WordPress, Webflow, and monitoring tools enables seamless data sharing, enhances collaboration between teams, and streamlines workflows for more efficient issue resolution and customer support.
- Multichannel support: Multi-channel support ensures that users can contact the help desk through various communication channels such as phone, email, chat, or social media, providing flexibility and convenience for users to reach out for assistance in their preferred way.
ServiceNow features
- Incident management: This feature helps organizations track and resolve IT service disruptions quickly and effectively. It allows users to create, categorize, prioritize, assign, and track incidents through a centralized platform.
- Change management: ServiceNow's Change Management feature helps organizations manage and track changes to their IT infrastructure in a controlled and systematic manner. It enables users to plan, approve, implement, and review changes while minimizing the risk of disruptions.
- Knowledge management: ServiceNow's Knowledge Management feature enables organizations to create and manage a centralized repository of knowledge articles and resources. It helps users quickly access information, troubleshoot issues, and find solutions to common problems.
- Reporting and analytics: ServiceNow provides robust reporting and analytics capabilities that enable organizations to track key performance indicators, generate custom reports, and gain insights into their IT operations. It helps organizations make data-driven decisions and continuously improve their service delivery.
- Integrations: ServiceNow offers seamless integrations with various third-party applications and systems, enabling organizations to connect their IT service management platform with other tools and technologies. Integrations help streamline workflows, improve efficiency, and enhance user experience.
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Pricing and plans comparison
HelpDesk pricing and plans
HelpDesk offers a flexible pricing structure based on your team's needs. They offer three plans: Team, Business, and Enterprise. You can also try HelpDesk for free during the 14-days trial. Check more information on the pricing page: https://www.helpdesk.com/pricing/
ServiceNow pricing and plans
ServiceNow pricing and plans vary depending on the user's specific needs. The company offers various products and solutions for IT service management, IT operations management, customer service management, human resources, security operations, and more. For more details, check here: https://www.servicenow.com/lpgp/pricing-itsm.html
Integrations comparison: HelpDesk vs. ServiceNow
HelpDesk integrations
It's possible to integrate HelpDesk with many tools.
- LiveChat: Integrates with LiveChat to provide seamless real-time customer communication directly from the HelpDesk interface. This allows support agents to handle tickets and live chats in one place, improving response times and customer satisfaction.
- ChatBot: This integration works with ChatBot to automate customer interactions using AI. It enables businesses to set up automated responses, handle common inquiries, and reduce the workload on support teams by filtering and resolving issues without human intervention.
- WordPress: The WordPress integration allows HelpDesk forms to be embedded directly onto WordPress sites. This makes it easy for customers to submit tickets or requests without leaving the website, enhancing user experience and ensuring that support requests are seamlessly captured.
- Zapier: By connecting with Zapier, HelpDesk can integrate with over 3,000 different applications. This integration is highly versatile, allowing businesses to automate tasks, such as syncing customer data between HelpDesk and CRM systems or triggering alerts based on ticket status.
- Slack: The Slack integration sends ticket notifications and updates directly to Slack channels. This allows support teams to stay informed about ticket statuses and collaborate effectively without leaving their preferred communication tool.
- Jira: Integrating HelpDesk with Jira facilitates smooth issue tracking and management for technical teams. Tickets from HelpDesk can be directly linked to Jira issues, enabling better coordination between customer support and development teams.
ServiceNow integrations
- IT Service Management (ITSM) integration: One of the most critical integrations for ServiceNow is with ITSM tools. This integration ensures that all IT service requests, incidents, problems, changes, and releases are managed effectively within the platform. It streamlines IT processes, improves team collaboration, and provides better visibility into IT operations.
- Customer service management (CSM) integration: Integrating ServiceNow with customer service tools allows organizations to provide exceptional customer experiences. It enables customer service teams to efficiently manage inquiries, complaints, and requests, leading to faster resolution times and improved customer satisfaction.
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Read the guideWhat are the key differences between HelpDesk and ServiceNow?
If you need the perfect tool for customer support, choose HelpDesk for its user-friendly interface and efficient ticketing system.
Should I choose HelpDesk or ServiceNow?
- HelpDesk is a customer support tool that allows users to submit and track support tickets for customer issues. IT departments often use it to manage and prioritize incoming help requests. On the other hand, ServiceNow is an IT service management platform that includes features such as incident management, problem management, change management, and asset management.
- HelpDesk typically focuses on providing reactive and proactive support for issues. In contrast, ServiceNow includes features for proactive IT service management.
- Smaller organizations often use HelpDesk, thanks to its affordable pricing, whereas ServiceNow can be expensive.
Choosing the best help desk for your business
When choosing the right help desk tool for your business, several factors must be considered. First, consider the size of your business and the level of support you will need. Consider the features and functionality of the help desk tool, such as the ticketing system, automation capabilities, and reporting. Look for a tool that integrates well with your existing systems and software. Consider the cost of the tool and whether it fits within your budget. Finally, consider the reputation and track record of the help desk tool provider to ensure you are getting a reliable and effective solution for your business.
How to Transition Smoothly to a HelpDesk Tool
Transitioning to a new helpdesk tool can be challenging, but with careful planning and execution, you can ensure a smooth migration of your tickets and data.
Migrate to HelpDesk
We're here to support you during the entire migration process, offering information about any related costs and, if possible, covering them for you.
