# ServiceNow Customer Service Management Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about ServiceNow Customer Service Management Software - reviews, pricing plans, popular comparisons to other Customer Service products and more.

Source: https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/pricing

---

# 

 ServiceNow Customer Service Management Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 13, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews)

ServiceNow Customer Service Management

## What is ServiceNow Customer Service Management?

ServiceNow Customer Service Management (CSM) serves enterprise-wide customers and streamlines operations to resolve issues quickly with automated workflows. With CSM, you can empower customers to self-serve or seek agent support on any channel. Communicate status updates and resolve issues before customers are even aware they exist with early detection on trending problems. Boost agent performance with a modern, highly configurable UI and a single workspace to manage and see case activity.

## What is ServiceNow Customer Service Management used for?

[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Knowledge Management](https://www.capterra.com/knowledge-management-software/)

Top alternative

Featured

Overall rating

Based on 151 user reviews

Reviews sentiment

Positive

87%

Neutral

11%

Negative

3%

Pros & cons

Comprehensive ticket tracking system

Integrated customer service platform

Frequent slowness and lag

Contact vendor  
for pricing

Free trial  
not available

Capterra Shortlist charts the highest-rated and most popular products...

Our "Best of" badge program showcases products with the highest ratings...

Our "Best of" badge program showcases products with the highest ratings...

Do you work for ServiceNow Customer Service Management?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.servicenow.com/&name=ServiceNow Customer Service Management)

## Compare with a popular alternative

Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status.

### ServiceNow Customer Service Management

4.4 (151)

VS.

[4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Starting Price

Contact vendor

Starting Price

$15

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.1 (151)

Ease Of Use

4.6 (1,733)

Value For Money

4.1 (111)

Value For Money

4.6 (1,487)

Customer Service

4.2 (110)

Customer Service

4.7 (1,506)

## ServiceNow Customer Service Management alternatives

[4.5 (3,407)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Starting price

$19.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

[4.4 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

89%

of reviewers

rated it above 4 stars

[4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/)

Starting price

$29.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

[4.5 (2,211)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

Starting price

$20.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

[View all alternatives](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/alternatives/)

## Pros and Cons

Comprehensive ticket tracking system

78% positive reviews out of 49

Most reviewers find ticket management efficient, enabling easy tracking, categorization, and quick resolution of issues.

Frequent slowness and lag

91% negative reviews out of 23

Most users report performance and speed issues, with slow page loads and occasional unresponsiveness disrupting workflow.

Integrated customer service platform

88% positive reviews out of 34

Most reviewers describe customer support as streamlined, centralizing requests and enhancing user satisfaction through automation.

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

Support Ticket Management

4.2 (32)

81.25% of 32 reviewers that rated this feature as important or highly important

Allow customers/users to submit support queries and service requests

Knowledge Base Management

4.5 (18)

88.89% of 18 reviewers that rated this feature as important or highly important

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Alerts/Escalation

4.4 (13)

53.85% of 13 reviewers that rated this feature as important or highly important

System alerts about the need to escalate an issue or request

Customer Database

4.0 (13)

61.54% of 13 reviewers that rated this feature as important or highly important

A collection of customer information such as contact details, demographics, previous interactions, etc.

Task Management

4.5 (13)

76.92% of 13 reviewers that rated this feature as important or highly important

Create, manage and track all task activities and progression

Incident Management

4.4 (11)

90.91% of 11 reviewers that rated this feature as important or highly important

Manage and track all disruptions and incidents

ServiceNow Customer Service Management 111 features

Define levels of authorization for access to specific files or systems

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Agents can view and manage all customer requests and interactions.

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Software program that continuously adjusts its behavior based on observed data

System alerts about the need to escalate an issue or request

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Application programming interface that allows for integration with other systems/databases

Track, manage and store the applications of potential future members, customers or candidates

Assign issues and tasks based on availability or required skills

Tickets are automatically assigned to specific agents based on predefined rules

Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Manage and track all past and future calls.

Listen to live phone conversations for the purpose of training and assessing agent performance

Track and report on all incoming and outgoing calls

Sends voice calls to a specific queue based on predetermined criteria

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Transfers live calls to other agents

Identify the number and contact information of a caller before answering the phone

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

Track and monitor efficient handling of all changes/transitions

Communicate using direct chat or messages within the system

AI-based platform which conducts a conversation via auditory or textual methods

Provides a channel for team members to share media files, communicate, and work together

Leave comments and notes on documents for others to view

Manage and track all internal and external communication conducted via calls, email, text, or chat

Computer-telephony integration is the use of computers to manage telephone calls

Configure existing workflows to meet your organization's needs

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

Manage, organize, and store contact information

Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

A collection of customer information such as contact details, demographics, previous interactions, etc.

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

Access previous interactions or concerns to maintain customer relationships

A website or login for customers to access information

Customize data fields to support various needs and use cases

Connect to big data sources

Import and export data to and from software applications

Ability to handle large datasets

Assemble applications and processes by dragging over and arranging pre-built components

Manage, store and organize emails within the system or via third-party apps

Tracks metrics that provide insight into how a user interacts with any interface or product

Predefined actions automatically performed on the occurance of specific events

Search for specific words or phrases within a document or database

Managing service requests, incidents, IT issues & support with a ticketing system

Manage and track all disruptions and incidents

Track interaction history by documenting conversations for contacts

Allow the audience to interact or engage with the content

Track and manage inventory levels to maintain proper supply

Inspecting the issue resolution process for compliance with related systems and regulatory guidelines

Identify and respond to unexpected problems or failures (ie. "negative events")

Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Ability to chat online in real time

Enable businesses to implement machine learning algorithms on business data such as sales and revenue

Share, track, and store machine learning models and data.

Access the system via a mobile application

Process of testing an ML algorithm by feeding it training data to learn from

Observe and track the demand, usage, progress or quality of a system, product, or user

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Manage and support multiple languages

Process and analyze human language in text or audio form

Drag and drop/visual interfaces that allow non-tech users to build without writing code

Generate personalized communications upon request to meet customer needs

Manage the process of receiving, preparing, and delivering orders for goods/products

Track orders throughout the fulfillment process

Organize and manage the accomplishments and development of employees or performance of applications or systems

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Adjust communications based on previous interactions or personal preferences

Predict future data based on historical data sets

Arrange tasks based on the level of priority or urgency

Streamlining repetitive tasks and activities through automated and predefined workflows

Create, manage, or update project workflows.

Create, send, and track purchase orders and their statuses

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Monitor wait time and abandonment for incoming requests that have not been routed

Analyze and gain insights into data in real-time

Receive data and information in real time

Active monitoring of systems, applications, or networks

Notifications that are delivered to users as soon as an event occurs

Active reporting of data and metrics

Receive system updates as soon as any changes are made

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

View and track pertinent metrics to find patterns and gain insights from data

Set & manage permission levels based on user roles and restrict access to only authorized individuals

Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work

Analyze the current state of sales data to accurately understand trends and forecast future sales numbers.

Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc.

Search and filter data across systems to locate required information by entering keywords or certain criteria

Access, combine, transform, and store data without the help of an IT department

Online portal through which end users can access the system, manage tasks, or obtain information

Generate reports on your own without IT involvement

Set and monitor service level agreements to ensure timely response and resolution

Send messages via SMS

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Manage special order requested by a customer

Allow customers/users to submit support queries and service requests

Track the status of support tickets/escalations as they move through the service queue

Gauge satisfaction and receive information for improvement and success

Attach digital tags to documents and assets for identification, search, or monitoring purposes

Create, manage and track all task activities and progression

Set up connections to third-party platforms to improve business processes

Track, manage, or resolve user requests and IT incidents/issues

Review data from past periods to reveal recurring tendencies and predict future performance

Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks

Interact with data visualization elements, such as charts and graphs, to drill down into data

Alter the default workflow to meet your organization's needs

Create, design and manage workflows for repetitive tasks

A set of processes to optimize the productivity of its employees

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Features

4.3 (151)

4.3

Based on 151 reviews

## Pricing

Value for money

4.1 (111)

### Starting price

Contact vendor  
for pricing

Free trial  
not available

Value for money

4.1 (111)

4.1

Based on 111 reviews

## Integrations

[

Jira](https://www.capterra.com/p/19319/JIRA/)[

Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[

Webex Suite](https://www.capterra.com/p/237272/Webex/)[

Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[

Five9](https://www.capterra.com/p/132405/Five9/)[

Vonage Business Communications](https://www.capterra.com/p/159047/Vonage-Business/)[

TenFold](https://www.capterra.com/p/144586/Tenfold/)[

Bright Pattern](https://www.capterra.com/p/130369/Bright-Pattern/)

Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

## Support, customer service and training options

Customer Service

4.2 (110)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.2 (110)

4.2

Based on 110 reviews

## User reviews

Overall rating

4.4

Based on 151 reviews

Filter by rating

5(81)

4(50)

3(16)

2(1)

1(3)

Mentioned topic

Sorted by most recent

PS

Preeti S.

Software Engineer

Financial Services

### "Honest Review about ServiceNow Customer Service Management"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

4.0

4.0

Likelihood to Recommend

8/10

June 30, 2025

My overall experience with ServiceNow Customer Service Management has been really good. The comprehensive handling of customer enquiries makes it very reliable .

Pros

The thing that I like the most about ServiceNow Customer Service Management is that the interface is very easy to understand interface and is also very easy to navigate. Raising tickets is very easy. Also, the platform uses very easy to understand English.

Cons

At times, I find it not very intuitive and also certain features seem a little overwhelming for the beginners. Also, sometimes it is non -responsive or slow to to respond .

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AF

Analia F.

Ssr. QA Tester

Insurance

### "Great tool for incidents and service requests management"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

October 16, 2024

Great tool for incidents and service requests management

Pros

It provides full integration with teams and tasks, allowing to easy monitoring their status and progress

Cons

It has so many branches to get an incident sent to.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

TR

Tomia R.

Sr. Help desk Anaylst

Information Technology and Services

### "Everything you need right at your fingertips"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

August 28, 2024

It made life as an analyst very easy. Know that everything you need to know about a ticket is all in one place

Pros

I like that everything you need to know is in the system

Cons

It can be a little overwhelming when you first start

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

AU

Anonymous User

Lead Security Consultant

Information Technology and Services

### "ServiceNow - Integrate all you can . One stop for Managing your IT Lifecycle."

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

July 12, 2024

Pros

Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot.

Cons

Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

SM

Solomon M.

Project manager

Information Technology and Services

### "My Incredibly High Valued Review on ServiceNow Customer Service Management "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

May 7, 2024

Pros

It is easy to manage our staffs effectively. It has an easy to use and userfriendly interface that is fit for all our employees. It is easy to cut tickets to our customers having issues.

Cons

There is nothing we liked the least.It delivered to our company's expectations

Switched from

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)

[Front](https://www.capterra.com/p/132901/Front/)

The customer service we receive is incomparable.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

AU

Anonymous User

HR people support

Human Resources

### "ServiceNow is the best tool for Ticketing Management"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

10/10

May 3, 2024

Pros

1\. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly.

Cons

The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

SK

Song Kean T.

NOC SOC Manager

Telecommunications

### "A refreshing tool"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

9/10

April 2, 2024

Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool.

Pros

The ability to build personal and team reporting dashboards

Cons

Documentation to get help on creating filters

Switched from

[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/)

Organization's decision to save cost and increase efficiency

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

KD

Karan D.

operation Engineer

Information Technology and Services

### ""ServiceNow helps me to manage the Shift Schedule, Daily Incidents, Status of tickets etc""

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

March 25, 2024

ServiceNow provides interface to users to raise incident tickets so intimation about an production issue in application will be highlighted within the organization, hence tracker maintenance solution is provided. Also Ticket status and where the SN call is pending or concern team when work done or halted a message can be provided within the flow of ticket itself is a good user interface so we as operation engineer can easily identify the root cause and suggest solution to respective teams to tackle or resolve the issues

Pros

As a operation Lead i use ServiceNow on daily basis , it helps me checking shift schedule of my team so as i can assign tasks 2) also to check the current status of Service tickets as like where the call is pending so to get follow up with concern team,3)ServiceNow helps to raise Incident or issues occurs for production application environment to report to centralized senior management team so as to keep tracker

Cons

Has two view for dashboard one basic view enable to raise tickets and other is agent view to get details about various things about ticket in-depth details and dashboard customization services. In spite can have to different link so that users can use either one which required also we can offer to user which specifically used by that designation

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

OV

Omkar V.

Network analyst

Business Supplies and Equipment

### "Service noe-best ticketing plateform"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

January 10, 2024

I am using service now from last two year, i found it very easy comfortable and best application for it ticket and incident management.

Pros

I like service now ticketing tool like categorised ricketing environment, proper work not addition and multiple types of ticket.

Cons

Nothing to be disliked in service now it is best used by industries for ticketing purpose and solving customer queries.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

JC

James C.

Engineering Consultant

Automotive

### "Don't use IT Service Now"

1.0

Overall Rating

1.0

1.0

Ease of Use

2.0

2.0

Features

2.0

2.0

Customer Service

1.0

1.0

Likelihood to Recommend

0/10

December 27, 2023

Don't use Service Now. don't waste your money.

Pros

None of the Service Now items belong to the "Like" group.

Cons

Service Now technician can not fix anything. It is worthless.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

[View all Reviews](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

Popular comparisons

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