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ServiceNow vs TeamSupport

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Our analysts compared ServiceNow vs TeamSupport based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
ServiceNow Software Tool
TeamSupport Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

80 Detailed Analysis

User Sentiment

Great User Sentiment (572 Reviews)

Analyst Rating

82 Detailed Analysis

User Sentiment

Great User Sentiment (1715 Reviews)

ServiceNow's Help Desk Software streamlines customer service processes, providing a centralized platform for issue tracking, incident management, and knowledge management. It's ideal for businesses seeking to improve their help desk efficiency and customer satisfaction. Key benefits include automated workflows, customizable dashboards, and self-service portals. Popular features encompass ticket assignment, SLA management, and knowledge base creation.

In comparison to similar products, ServiceNow excels in its comprehensive functionality and scalability. User experiences highlight its intuitive interface, ease of customization, and robust reporting capabilities. Pricing considerations include a subscription-based model with flexible payment options, allowing businesses to tailor their investment to their specific needs.

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TeamSupport, a help desk software, empowers businesses with efficient customer support tools. It's ideal for organizations seeking to enhance their support operations. Key benefits include improved ticket management, streamlined communication, and increased customer satisfaction. Popular features include a user-friendly interface, customizable workflows, and robust reporting capabilities. TeamSupport compares favorably to similar products, with users praising its intuitive design, seamless integrations, and exceptional customer support. Pricing varies based on the number of users and support channels, offering flexible options to meet specific business needs.
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$4,500/User, Annually
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$49/Agent, Monthly
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Windows
Mac
Linux
Android
Chromebook
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Mac
Linux
Android
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Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Enhanced Productivity: Streamlined workflows and automation tools reduce manual tasks, allowing agents to focus on higher-value activities.
  • Improved Customer Satisfaction: Centralized knowledge base, intuitive self-service portal, and personalized communication channels elevate customer experiences.
  • Increased Efficiency: Automated ticket routing, escalation rules, and proactive notifications optimize ticket management, minimizing resolution times.
  • Enhanced Collaboration: Integrated communication channels and real-time collaboration tools foster seamless teamwork between agents and other departments.
  • Data-Driven Insights: Comprehensive reporting and analytics provide valuable insights into performance metrics, enabling data-informed decision-making.
  • Improved IT Service Management: Integration with IT infrastructure and monitoring tools provides a comprehensive view of IT service delivery, streamlining incident management.
  • Enhanced Employee Experience: Self-service capabilities, knowledge sharing forums, and personalized dashboards empower employees to resolve issues efficiently.
  • Reduced Costs: Automation and process optimization reduce operational expenses and minimize the need for additional staffing.
  • Improved Compliance: Adherence to industry regulations and standards through automated compliance checks and reporting capabilities.
  • Scalability and Flexibility: Modular design and cloud-based architecture enable ServiceNow to adapt to changing business needs and scale as required.
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  • Enhanced Customer Satisfaction: TeamSupport's intuitive interface and efficient workflow streamline customer interactions, leading to faster resolution times and improved customer experiences.
  • Increased Productivity: The software's automation features, such as ticket routing and canned responses, reduce manual tasks and free up agents' time for more complex issues, boosting overall productivity.
  • Improved Collaboration: TeamSupport fosters seamless collaboration between agents and departments through shared tickets, internal messaging, and customizable workflows, ensuring that all relevant parties are kept informed and working together effectively.
  • Comprehensive Reporting and Analytics: The software provides robust reporting capabilities that enable businesses to track key performance indicators (KPIs), identify trends, and make data-driven decisions to optimize their support operations.
  • Scalability and Flexibility: TeamSupport adapts to the evolving needs of businesses with customizable settings, flexible integrations, and scalability to support growing teams and increasing ticket volumes.
  • Enhanced Team Management: The software includes tools for agent performance tracking, workload balancing, and skill-based routing, empowering managers to optimize team efficiency and ensure consistent support quality.
  • Cost Savings: By automating tasks, reducing resolution times, and improving customer satisfaction, TeamSupport helps businesses save costs on support operations and increase customer retention.
  • Seamless Integration: The software seamlessly integrates with popular CRM and communication tools, enabling businesses to streamline their customer support processes and access all relevant information in one central location.
  • Personalized Support: TeamSupport allows businesses to tailor their support experience by creating custom ticket fields, setting up automated workflows, and offering self-service options, ensuring that customers receive personalized and efficient assistance.
  • Improved Customer Loyalty: By providing exceptional customer support experiences, TeamSupport helps businesses build strong relationships with their customers, leading to increased loyalty and repeat business.
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  • Customer Service Management: Enable the back, middle and front offices to address customer issues and automate common requests prudently. Get access to robust tools such as dashboards, cross-portal search and activity feed to enhance the customer experience and improve the team’s productivity. 
    • Communities: Connect customers with peers to solve problems, share ideas, solutions and experiences and find answers via online forums. 
    • Gamification: Encourage engagement through elements like levels, points and badges. 
    • Case Integration: Escalate unanswered questions or issues into cases manually or automatically. 
    • Harvest Knowledge: Allow moderators to turn solutions into knowledge articles.
  • Knowledge Management: Offer a customer-grade search experience to users with contextual knowledge powered by AI capabilities and machine learning. Monitor timelines, knowledge use, aging, gaps and feedback via dashboards and analytics to fine-tune processes and content. 
  • Microsoft Word Authoring: Offer a familiar writing experience to users with a Microsoft Word online integration. Create reusable knowledge articles to reduce repetition and redundancy 
  • Feedback Management: Manage feedback with exceptional automatic closed-loop processes. 
  • Performance Analytics: Solve customer issues with better insights into real-time trends and patterns. Improve team productivity and decrease repetitions and failures with dashboards, analytics hub, spotlights and KPI signals. 
  • Subscription: Allow users to subscribe to a knowledge base, articles and to receive automatic notifications about any new content. 
  • Virtual Agent: Help customers resolve issues instantly via an AI-powered chatbot. Transfer conversation history to the most appropriate agent who can resolve issues quickly through live-agent hand-off. Use a built-in NLU engine to connect Microsoft LUIS and IBM Watson Assistant to identify map entities and intents. 
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  • Integrations: Multiply efficiency with native help desk integrations. Integrate the product with solutions such as Microsoft Teams, Salesforce, Jira, Microsoft Dynamics, ServiceNow, Slack, Hubspot CRM, Ringcentral and more to minimize headaches and optimize workflows.  
  • Customer Management: Track all customer information and consolidate requests accordingly. Keep an eye on all the tickets and issues from a single view, run reports to identify which client is demanding the most. Add notes to a customer record to give everyone access to the same information. 
  • Customer Sentiment: Get real-time sentiment analysis through AI-powered technology and instantly gauge customer tone. Prioritize tickets according to customer response and create proactive support opportunities. 
  • Service Contacts/SLA’s: Define service agreement, block portal access and track support hours. Assign SLAs to customer product or product level. Pause, clone or attach SLA’s to products to limit customer downloads on the portal.  
  • Agent Rating: Allow customers to rate experiences with agents and get real-time insights into satisfaction levels. Spot trends and service issues, get immediate feedback, identify training or product development areas and get real-time metrics to enhance customer experience. 
  • Ticket Management: Link a support email address with the product and let the automated help desk take charge. Talk with customers via the conversation feature through the main interface without dealing with the email inbox again. Ensure tickets are routed or escalated to the right person or group and closed with completely flexible and customizable rules. 
  • Ticket Collision Prevention: Observe when someone else is watching the same ticket. Chat with other users over a case by clicking on the name. Update tickets automatically for everyone on the team. 
  • Visual Support Suite: Allow agents to upload images, share a webcam video recording and embed a screencast directly into a ticket so they can guide customers through performing tasks and fix a problem. 
  • Products and Inventory: Combine physical and digital inventory and product information with streamlining support and reduce duplicated effort. See which products customers have and track why they’re using it. Define all products and versions, consolidate the information required to provide exceptional customer service and associate products to tickets for easy product reporting and tracking. 
  • Customer Hub: Allow customers to create and view ticket statuses, read knowledge base content, chat with agents and search for answers to simple questions without bothering agents. 
  • Reporting and Analytics: Add a help desk report and move items to appear in the preferred order with simple drag-and-drop functionality. Hide/unhide series from the display and access listed tickets easily by clicking on the ticket link. 
  • Omnichannel Support: Boost customer satisfaction and first-time issue resolution rates by connecting with customers across any channel of their preference. Integrate all channels for a single view of customer records and interactions at one place, so client history is already on hand during the next call. 
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Product Ranking

#4

among all
Help Desk Software

#50

among all
Help Desk Software

Find out who the leaders are

Analyst Rating Summary

80
82
83
100
56
50
92
92
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Dashboards and Reporting
Platform Security
Platform Capabilities
Team Collaboration
Agent Productivity
Platform Security
Platform Capabilities
Ticket Management
Dashboards and Reporting

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

ServiceNow
TeamSupport
+ Add Product + Add Product
Agent Productivity Call Center Management Dashboards And Reporting Email Management Live Chat Management Mobile Capabilities Platform Capabilities Team Collaboration Ticket Management 83 56 92 76 79 50 88 88 75 100 50 92 76 89 25 94 71 94 0 25 50 75 100
83%
0%
17%
100%
0%
0%
0%
58%
42%
0%
0%
100%
83%
0%
17%
83%
0%
17%
71%
0%
29%
71%
0%
29%
73%
0%
27%
91%
0%
9%
40%
0%
60%
20%
0%
80%
83%
4%
13%
92%
0%
8%
83%
0%
17%
50%
0%
50%
71%
6%
23%
94%
0%
6%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

68%
0%
32%
74%
0%
26%
78%
11%
11%
100%
0%
0%

User Sentiment Summary

Great User Sentiment 572 reviews
Great User Sentiment 1715 reviews
82%
of users recommend this product

ServiceNow has a 'great' User Satisfaction Rating of 82% when considering 572 user reviews from 4 recognized software review sites.

89%
of users recommend this product

TeamSupport has a 'great' User Satisfaction Rating of 89% when considering 1715 user reviews from 3 recognized software review sites.

4.0 (248)
4.4 (843)
n/a
4.5 (798)
4.3 (50)
n/a
4.4 (82)
n/a
4.1 (192)
4.1 (74)

Awards

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SelectHub research analysts have evaluated TeamSupport and concluded it earns best-in-class honors for Agent Productivity.

Agent Productivity Award

Synopsis of User Ratings and Reviews

Robust Ticket Management: Efficiently manage and track tickets from submission to resolution, with customizable workflows and automated notifications.
Seamless Integrations: Effortlessly connect with other business systems, such as CRM, ERP, and HR, for a unified view of customer interactions.
Comprehensive Knowledge Base: Empower users with self-service options by creating and managing a searchable knowledge base of FAQs and solutions.
Automated Workflows: Streamline processes by automating repetitive tasks, such as ticket assignment, escalation, and status updates.
Real-Time Analytics: Gain valuable insights into performance metrics, customer trends, and areas for improvement through customizable dashboards and reports.
Mobile Accessibility: Provide remote teams and users with access to the help desk platform anytime, anywhere, through mobile applications.
Enhanced Collaboration: Foster teamwork and knowledge sharing among support agents through integrated chat, forums, and collaboration tools.
Scalability and Flexibility: Easily adapt the platform to changing business needs, with the ability to handle large volumes of tickets and integrate with new systems as required.
Excellent Customer Support: Receive dedicated support from ServiceNow's team of experts to ensure smooth implementation and ongoing assistance.
Proven Track Record: Leverage a platform trusted by leading organizations worldwide, with a proven track record of delivering exceptional help desk solutions.
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Seamless Omnichannel Support: TeamSupport unifies all customer interactions from various channels, such as email, phone, chat, and social media, into a single, centralized platform, providing a comprehensive view of customer communications.
Automated Workflows: Its powerful automation capabilities streamline repetitive tasks, such as ticket assignment, status updates, and follow-ups, freeing up agents to focus on more complex issues and enhance productivity.
Robust Knowledge Base: TeamSupport allows businesses to create and maintain a comprehensive knowledge base that empowers customers to find answers to common questions independently, reducing support volume and improving customer satisfaction.
Detailed Reporting and Analytics: The platform provides insightful reports and analytics that enable businesses to track key performance indicators, identify areas for improvement, and make data-driven decisions to optimize their support operations.
Customizable Interface: TeamSupport offers a highly customizable interface that allows businesses to tailor the platform to their specific needs and branding, ensuring a seamless and consistent user experience for both agents and customers.
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Steep Learning Curve: Navigating ServiceNow's complex interface and functionality requires significant training and experience, leading to slow adoption and productivity challenges.
Customization Limitations: While ServiceNow offers customization options, they can be restrictive and time-consuming, hindering organizations from tailoring the platform to their specific needs.
Costly Implementation: Implementing ServiceNow can be expensive, involving licensing fees, professional services, and ongoing maintenance costs, which may not align with all budgets.
Limited Reporting Capabilities: ServiceNow's built-in reporting features may fall short of providing comprehensive insights and analytics, requiring additional third-party tools or custom development.
Slow Performance: Users have reported instances of slow performance and responsiveness within ServiceNow, particularly during peak usage times, affecting productivity and user satisfaction.
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Insufficient Automation: TeamSupport lacks robust automation features, making it difficult to streamline workflows and reduce manual tasks.
Limited Reporting and Analytics: The reporting and analytics capabilities are basic, hindering users from gaining insights into team performance and customer behavior.
Lack of Customization: TeamSupport offers limited customization options, restricting users from tailoring the software to meet their specific business needs.
Cluttered Interface: The user interface can be overwhelming and cluttered, making it challenging to navigate and find essential features.
Slow Response Times: Users have reported experiencing slow response times and technical issues, which can hinder productivity and customer satisfaction.
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ServiceNow's Help Desk Software receives consistent praise for its intuitive interface, robust automation capabilities, and comprehensive reporting features. Users appreciate its ability to streamline workflows, improve efficiency, and provide real-time visibility into support operations. However, some reviewers note that its complex configuration and customization options can be daunting for small teams or those with limited technical expertise. Compared to similar products, ServiceNow stands out for its scalability, enterprise-grade security, and extensive integration options. Its ability to handle large volumes of support requests and integrate seamlessly with other business systems makes it a popular choice for large organizations. However, its higher cost and steep learning curve may not be suitable for smaller businesses or those with less demanding support needs. Overall, ServiceNow's Help Desk Software is best suited for large organizations seeking a comprehensive and scalable solution. Its strengths in automation, reporting, and integration make it a valuable tool for streamlining support operations and improving customer satisfaction.

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TeamSupport is a top-rated help desk software solution praised for its user-friendly interface, robust automation capabilities, and comprehensive reporting features. Many users find it superior to competitors due to its intuitive design, which streamlines workflows and reduces training time. Additionally, its advanced automation capabilities, such as ticket routing and escalation rules, free up agents to focus on more complex tasks. TeamSupport's reporting functionality provides valuable insights into team performance and customer satisfaction, enabling data-driven decision-making. TeamSupport's strengths include its ease of use, powerful automation, and in-depth reporting. These features make it an excellent choice for organizations looking to improve their customer support operations. However, it may not be the most suitable option for smaller teams or those with limited budgets due to its higher pricing compared to some competitors. Overall, TeamSupport is a feature-rich and user-friendly help desk software that can significantly enhance the efficiency and effectiveness of customer support teams.

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Screenshots

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