ServiceNow Ticketing Tool: What to Know Before Choosing?

Suvedha Balasubramanian
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Updated on : May 16, 2025 May 16, 2025

If you’re searching for an easy-to-use ticketing tool to manage IT support and service requests, you’ve probably come across ServiceNow. But what makes it so popular? Simply put, ServiceNow is a powerful platform that helps businesses of all sizes streamline their workflows, organize support tickets, and solve issues faster.

Whether you’re an IT manager, a service desk agent, or just someone looking to improve your company’s service management, ServiceNow offers the tools you need to get things done efficiently.

In this blog, we’ll explore what ServiceNow does, why it’s trusted by thousands of organizations, and how it can help your team work smarter—not harder.

Overview of ServiceNow ticketing tool

If you’ve ever been frustrated by lost emails, missed requests, or slow responses when trying to get IT support or service help, you’re not alone. That’s exactly the problem ServiceNow’s ticketing tool is built to fix. It takes every request—be it a broken device, a password reset, or a customer inquiry—and turns it into a ticket your team can easily track and manage, no matter where they’re located.

ServiceNow stands out globally because it brings all your service requests together in one place. No more digging through countless emails or chasing down updates across different time zones. You get a clear, real-time view of what needs attention, who’s working on it, and how close each issue is to being resolved.

It even helps prioritize the most urgent tickets so teams anywhere, from small startups to multinational enterprises, can focus on what matters most.

Key features of ServiceNow ticketing tool

1. Centralized ticket management

All service requests and issues are organized in one platform, making it easy to track, update, and resolve tickets without missing anything.

2. Automated workflows

ServiceNow automates repetitive tasks like ticket routing, approvals, and notifications, so your team can focus on solving problems instead of managing paperwork.

3. Prioritization and SLA tracking

The tool helps prioritize tickets based on urgency and tracks service-level agreements (SLAs) to ensure issues get resolved on time.

4. Self-service portal

Users can submit and track their own requests through a user-friendly portal, reducing the workload on your support team and speeding up resolutions.

5. Multi-channel support

ServiceNow supports ticket creation through various channels like email, phone, chat, and web forms, making it easy for users to get help however they prefer.

ServiceNow pricing models

ServiceNow offers different pricing models depending on the specific needs and structure of your organization. Understanding these models will help businesses choose the one that aligns best with their objectives and budget. Below are the primary pricing models that ServiceNow provides:

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1. Subscription-based pricing

ServiceNow primarily operates on a subscription-based pricing model. In this model, organizations pay a recurring fee, typically billed annually or on a multi-year basis. The subscription cost is determined by the number of users, the modules selected, and the services required.

User-based: Pricing is usually per user per month, with rates varying based on the type of user (e.g., requesters, fulfillers, or administrators) and the level of access they need.
Module-based: Organizations can choose from a variety of modules (ITSM, ITOM, HRSD, SecOps, etc.) and only pay for the ones they need. Additional modules will increase the subscription cost.

2. Perpetual licensing

In contrast to the subscription model, perpetual licensing involves a one-time fee for a long-term license to use ServiceNow. With this model, businesses pay upfront for the software license and are often charged separately for maintenance, support, and upgrades.

One-time fee: A one-time payment grants access to the platform for as long as the business wants to use it. However, businesses are typically responsible for managing their own updates and patches.
Annual maintenance fees: Although the license itself is a one-time fee, annual maintenance fees (usually around 20%-25% of the original license cost) are required for continued support, updates, and bug fixes.

3. Per-module pricing

ServiceNow allows organizations to purchase different modules individually, meaning businesses only pay for the specific features they need. This is a flexible pricing model, especially for companies that don’t need all the functionalities offered by ServiceNow.

Core modules: Commonly, modules like IT Service Management (ITSM), IT Operations Management (ITOM), or Human Resources Service Delivery (HRSD) are offered on a per-module basis.
Add-ons: Some additional features or premium services (such as AI capabilities or advanced reporting tools) may be priced separately and added to the base cost.

4. Volume-based pricing

For large enterprises with a significant number of users, ServiceNow may offer volume-based pricing. This model offers discounts based on the volume of users or licenses purchased, making it more affordable for companies that require a larger number of users or enterprise-level access.

Enterprise discounting: Larger organizations with hundreds or thousands of users may be able to negotiate lower rates based on their size and expected usage.
Tiered pricing: With volume-based pricing, the cost per user can decrease as the number of users increases, incentivizing larger deployments.

5. Usage-based pricing

In some cases, ServiceNow may charge based on actual usage or consumption, rather than per user or per module. This model is often used for cloud-based services where businesses pay for the resources they use, such as the number of transactions, service requests, or storage capacity.

Pay-As-You-Go: Businesses pay based on how much they use the platform in a given period, offering more flexibility and potentially reducing costs if usage is lower than expected.
Metered services: For example, the number of incidents raised, or the volume of data being processed, could determine the cost.

6. Enterprise pricing

For large-scale, global organizations, ServiceNow offers enterprise pricing. This is a customized pricing structure for organizations that require significant customization, integration, and support. The cost typically includes access to a wide array of modules, premium support, and additional customization options.

Custom quotes: Pricing for enterprises is typically negotiated on a case-by-case basis, considering the organization’s specific needs, user base, and service requirements.
Comprehensive packages: Enterprise pricing packages often include everything from software licenses to consulting, integration, training, and ongoing support.

7. Freemium model

ServiceNow also offers a freemium model for certain features, particularly for smaller businesses or for those who are trying out the platform before committing to a paid subscription.

Limited access: The freemium model offers limited access to certain features and may be used for pilot programs or small-scale deployments.
Upgrade options: Businesses using the freemium version can later upgrade to a paid model as their needs grow or when they are ready to scale their deployment.

8. Cloud-based vs. On-premises pricing

ServiceNow offers both cloud-based and on-premises solutions, and pricing can vary significantly based on which option you choose.

Cloud-based pricing: The cloud version of ServiceNow typically follows a subscription-based model with lower upfront costs, and the service is maintained and hosted by ServiceNow.
On-premises pricing: For businesses that require on-premises deployment, the cost is usually higher, as the business must manage infrastructure, hardware, and ongoing maintenance.

ServiceNow offers a variety of pricing models to suit businesses of different sizes and needs. Whether you are looking for a flexible subscription model, a one-time perpetual license, or custom enterprise pricing, ServiceNow provides multiple options to help businesses scale while managing costs effectively. It’s essential to choose the right pricing model that aligns with your organizational goals, usage requirements, and budget.

Is ServiceNow the right fit for your business?

ServiceNow is a robust, enterprise-grade platform designed to handle complex IT service management (ITSM), automation, and workflow processes across large organizations. It offers a wide range of features, including advanced automation, incident management, change management, and compliance management. These capabilities make it ideal for large enterprises that require scalability and customization for their operations.

However, as a Reddit user perfectly put it: “Using ServiceNow for 10 people is like using a surface-to-air missile to kill a squirrel in your backyard.” This analogy highlights a crucial point—ServiceNow’s vast array of features and capabilities can be overkill for small businesses or teams with simpler needs. While it excels at managing complex workflows across large teams, many businesses don’t need the full range of features or the level of complexity that ServiceNow offers.

Cons of ServiceNow

While ServiceNow offers a wealth of features, it does come with some downsides that businesses should consider:

Pricing is quite high: ServiceNow’s pricing is steep, particularly for smaller businesses or those with tighter budgets. The platform operates on a subscription-based model, and as you scale or add more features, costs can quickly increase.
Steep learning curve: Due to its comprehensive features, there is a significant learning curve involved in getting started with ServiceNow. It can take time for users to become proficient, especially for those without a technical background. This often results in higher training costs and delays in realizing the full benefits of the platform.
User interface needs improvement: The user interface (UI) in ServiceNow is functional but often described as plain and basic. While it gets the job done, it lacks the modern and intuitive design that many other platforms offer, which can affect user experience and engagement.
Complexity: ServiceNow is a complex platform with a wide range of features, customizations, and integrations. While this level of flexibility is great for large organizations, it can feel overwhelming for businesses that don’t require such a complex solution. For smaller teams or those with more straightforward needs, this complexity can be an obstacle rather than an asset.

On average, Desk365 costs 87% less than ServiceNow!

ServiceNow can be pretty expensive, especially for smaller businesses or organizations with tighter budgets. While it offers a ton of features and is a powerful platform, the costs can add up quickly when you factor in subscriptions, implementation, and ongoing support.

If you’re looking for a more affordable option, Desk365 might be a game-changer. By switching to Desk365, you could save up to 87% on costs compared to ServiceNow. Desk365 starts at just $12 per user per month and provides many of the essential features you’d need, like AI-powered ticketing, automation, and seamless integrations with tools like Microsoft Teams—all without the heavy price tag or the complex setup process that comes with ServiceNow.

For many businesses, Desk365 offers a more budget-friendly alternative while still meeting their service management needs, making it easier to save money without sacrificing functionality.

Alternatives to ServiceNow

If you’re looking for an all-in-one alternative to ServiceNow that offers everything you need—features, pricing, and solid reviews—Desk365 could be the perfect fit. It provides a comprehensive set of tools, including ticket management, multi-channel support, automation, and detailed reporting, all packed into one easy-to-use platform.

Whether you’re a small business or a larger organization, Desk365 has flexible pricing plans that can suit different needs.

Plus, it gets great feedback for its simplicity and effectiveness, making it a strong choice for businesses looking for an affordable and powerful customer support solution.

Desk365 is an AI-powered helpdesk ticketing system that helps businesses streamline customer interactions and optimize ticket resolution processes. It offers powerful features such as AI-powered ticket responses, unified inbox, automation, omnichannel support, and in-depth reporting and analytics. Desk365 integrates well with other tools like Microsoft Teams and provides a customizable experience for agents and customers alike.

Key features

1. AI-powered ticket responses

Desk365 enhances agent efficiency by utilizing AI to generate quick, contextual replies. These AI-powered responses are based on historical ticket data and knowledge base articles, allowing agents to respond faster and with more accuracy. This significantly reduces the time spent on routine inquiries.

2. Service Level Agreements (SLAs)

Desk365 ensures timely resolution of tickets by monitoring SLAs. It provides periodic reminders to agents about upcoming due dates and alerts them when SLA infractions occur, helping teams stay on track and avoid delays.

3. Unified inbox

Desk365 consolidates all customer support requests from various channels into a single, easy-to-use inbox. This feature allows agents to collaborate efficiently and manage requests without toggling between different communication platforms.

4. Automations

Desk365 offers a wide range of automation tools to improve productivity. For example, automation macros can be triggered when a ticket is created or updated, ensuring that routine tasks are handled automatically based on predefined conditions (such as ticket properties or customer events).

5. Real-time alerts and notifications

Instant notifications keep agents informed of updates to tickets. Whether it’s a new reply, a status change, or other activities, Desk365 ensures agents are aware of important developments in real-time, preventing them from missing critical updates.

6. Round-robin ticket assignment

To ensure a balanced workload, Desk365 includes a round-robin ticket assignment feature. This automatically distributes tickets to agents in a balanced way, improving response times and preventing any one agent from becoming overwhelmed.

7. Knowledge base

Desk365 makes it easy to create and share knowledge base articles with your team and customers. The knowledge base can serve as a training tool for agents, and selected solution articles can be made public on the customer support portal, allowing customers to find answers on their own.

8. Custom ticket views and reports

Desk365 offers customizable ticket views and detailed analytics that allow you to monitor your team’s performance. You can track metrics like ticket resolution time, agent performance, and customer satisfaction, helping you to make data-driven decisions to improve your support process.

9. Omnichannel support

Desk365 integrates with multiple channels, making it easy for customers to reach you through the medium they prefer. Channels include:

Microsoft Teams: Customers can create tickets, check statuses, and respond to agents all within Teams.

Email: Incoming emails are converted into tickets, and agents can respond directly from the platform.

Web Widget: A customizable widget that can be embedded on your website for easy ticket creation.

Web Form: A configurable iframe form that can also be added to your website for seamless ticket creation.

10. Customization options

Desk365 allows extensive customization to suit the specific needs of your business. You can tailor:

Agent roles and permissions for different levels of access.

Ticket forms with custom fields and workflows to align with your processes.

Support portal appearance to match your branding.

Email settings and secondary email configurations for different departments (e.g., sales, marketing).

11. Mobile accessibility

Desk365 ensures that your team can stay productive even on the go. The platform offers mobile apps for both agents and customers, allowing users to manage tickets, respond to requests, and monitor performance from their mobile devices.

12. Powerful analytics

Desk365 includes powerful reporting tools that provide actionable insights into your support operations:

Custom reports: Tailor reports to analyze any specific data related to your team’s performance, ticket trends, or customer satisfaction.

Agent performance reports: Evaluate individual agent metrics like response times and ticket resolution rates.

Ticket trends report: Visualize trends across different ticket fields to identify recurring issues or bottlenecks.

Why Desk365 is the better choice?

While ServiceNow is a powerful solution, it’s not always the best fit for every business. For companies that need advanced automation, change management, and compliance but without the complexities and high costs of ServiceNow, Desk365 is an excellent alternative.

Desk365 offers similar advanced features, such as:

Automation: Desk365 allows businesses to automate routine tasks, workflows, and approvals, saving valuable time and reducing manual effort.
Change and Approval Management: Much like ServiceNow, Desk365 manage change requests, approvals, and service management workflows.
Compliance Management: Desk365 helps businesses stay compliant with industry standards and regulations, ensuring that all processes are documented and meet compliance requirements.

Additionally, Desk365 is more cost-effective and user-friendly, with an intuitive interface that allows teams to get up and running quickly. It is designed to scale with your business, providing powerful functionality while maintaining ease of use.

Omni-Channel

Process Automation

Workflow Automation
Multiple Business Hours
Custom Response Templates
Canned Responses
Tasks/To-do Lists
'Share To' Tickets
Time Tracking
SLA Management & Business Hours
SLA Reminders & Escalations
Multiple SLAs
SLAs in Automations

Ticket Management

Change/Approval Management
Round Robin Ticket Assignments
Load Based Ticket Assignments
Ticket Watchers
Multiple Groups/Departments
Draft with AI
AI Agent
Collision Detection
Closure Rules
Knowledge Base

Data & Analytics

Customization

Custom Email Servers
Custom Domain
Custom Ticket Fields
Custom Forms
Custom Roles
Custom Reports & Graphs
Remove Desk365 Branding

Integrations

Support

Switch to a better Ticketing System now!

How to migrate from ServiceNow to Desk365?

You can migrate from ServiceNow to Desk365 by importing Contacts, Companies, and Tickets individually to ensure a smooth transition.

For Contacts and Companies, follow this guide: [Import Contacts and Companies to Desk365 ]
To import tickets, refer to this article: [Import tickets to Desk365 ]
With Entra ID sync, there’s no need to manually import contacts; they can be synchronized automatically.

Our support system is fully equipped and ready to assist at zero setup cost, ensuring a seamless experience without any upfront investment.
With the Desk365 API and webhooks, you can achieve a seamless transition from ServiceNow to Desk365.

This process allows you to move essential data seamlessly while setting up Desk365 for your team. If you have any questions along the way, Desk365 Support is here to assist!

Desk365 is ideal for businesses that need a cost-effective, user-friendly solution with advanced automation, easy onboarding, and comprehensive support at a lower entry cost. It’s perfect for growing companies and small to medium-sized teams.

Signup for 21 day free trial with Desk365 today and discover how it can elevate your customer support to new heights.

ServiceNow is best suited for large enterprises with complex workflows, heavy customization needs, and extensive compliance requirements. While more expensive and complex, ServiceNow is built for handling large-scale operations with a high degree of customization and automation.