ServiceNow vs Zendesk:Which is more popular?
In September 2026, ServiceNow had more branded searches than Zendesk among IT service management platforms worldwide. ServiceNow had about 376,000 branded searches, while Zendesk had 301,000. ServiceNow made up 43% of all IT service management platform searches we track, and Zendesk accounted for 34.4%. When we asked ChatGPT and Google AI Overviews about IT service management platforms, ServiceNow appeared in all five answers and Zendesk in none.
Who do people search for more?
ServiceNow, about 25% more searches than Zendesk
Who does AI mention more?
ServiceNow, mentioned in every answer we collected
Who does AI recommend more?
ServiceNow, the only one of the two named
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Top IT service management platforms in ChatGPT and Google AI Overviews
In three ChatGPT questions and two Google AI Overviews, ServiceNow appeared in all five answers. Zendesk did not appear in any of the five answers.
Most recommended by AI
Brands get a higher ranking if they are mentioned earlier in the answers.
Mentioned by AI
Each dot is one answer, filled in when that answer mentions the brand.
- ServiceNow5 of 5Named in 3 of 3 ChatGPT answersNamed in 2 of 2 Google answers
Freshservice5 of 5Named in 3 of 3 ChatGPT answersNamed in 2 of 2 Google answers
Jira Service Management5 of 5Named in 3 of 3 ChatGPT answersNamed in 2 of 2 Google answers
ManageEngine ServiceDesk Plus5 of 5Named in 3 of 3 ChatGPT answersNamed in 2 of 2 Google answers
HaloITSM4 of 5Named in 2 of 3 ChatGPT answersNamed in 2 of 2 Google answers
TOPdesk2 of 5Named in 1 of 3 ChatGPT answersNamed in 1 of 2 Google answers
BMC Helix2 of 5Named in 2 of 3 ChatGPT answersNamed in 0 of 2 Google answers
SysAid2 of 5Named in 0 of 3 ChatGPT answersNamed in 2 of 2 Google answers
SolarWinds1 of 5Named in 0 of 3 ChatGPT answersNamed in 1 of 2 Google answers
Zendesk0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers
See every answer about IT service management platforms
5 answers
Asked ChatGPT
“Which IT service management platform should I use?”
Asked ChatGPT
“What are the best IT service management platforms?”
Asked ChatGPT
“What's the best IT service management platform for a service desk team?”
Searched Google, AI Overview
“it service management platform”
Searched Google, AI Overview
“it help desk software”
Not named in any answer:
Brands are shown in the order each answer named them. The survey took place in the United States on October 21, 2026.
Is ServiceNow or Zendesk more popular in search?
This chart shows how often people search Google for ServiceNow and Zendesk by name. Each line represents a brand's share of searches for all ten IT service management platforms we track, month by month, from English-language searches worldwide.
Share of searches by month for ServiceNow, Zendesk. The figures are in the table below the chart.
View monthly share of searches table
| Month | ServiceNow | Zendesk | Freshservice | Jira Service Management | SolarWinds | TOPdesk | BMC Helix | ManageEngine ServiceDesk Plus | HaloITSM | SysAid |
|---|---|---|---|---|---|---|---|---|---|---|
| Oct 2025 | 43.9% | 35.2% | 3.9% | 4% | 5.8% | 3.2% | 1.2% | 1.4% | 0.52% | 0.95% |
| Nov 2025 | 42.9% | 34.4% | 3.8% | 4.7% | 5.6% | 3.8% | 1.4% | 1.7% | 0.5% | 1.1% |
| Dec 2025 | 44.4% | 35.6% | 3.9% | 4% | 4.8% | 3.2% | 1.2% | 1.6% | 0.42% | 0.96% |
| Jan 2026 | 44.5% | 35.7% | 4% | 4% | 4.8% | 3.2% | 1.2% | 1.4% | 0.43% | 0.79% |
| Feb 2026 | 48% | 31.5% | 3.5% | 4.3% | 5.2% | 3.5% | 1.3% | 1.4% | 0.46% | 0.85% |
| Mar 2026 | 44.5% | 35.5% | 4% | 4% | 4.8% | 3.2% | 1.2% | 1.6% | 0.52% | 0.79% |
| Apr 2026 | 55.8% | 24.5% | 4.1% | 4% | 4.9% | 2.7% | 1.2% | 1.6% | 0.54% | 0.66% |
| May 2026 | 53.4% | 28.7% | 3.9% | 3.8% | 3.9% | 2.6% | 1.2% | 1.6% | 0.42% | 0.63% |
| Jun 2026 | 53.2% | 28.5% | 3.9% | 3.8% | 3.8% | 3.1% | 1.4% | 1.3% | 0.42% | 0.63% |
| Jul 2026 | 52% | 27.8% | 3.8% | 4.4% | 4.6% | 3.1% | 1.7% | 1.5% | 0.5% | 0.75% |
| Aug 2026 | 47.5% | 30.8% | 4.2% | 4.2% | 5.1% | 3.4% | 1.8% | 1.7% | 0.55% | 0.83% |
| Sep 2026 | 43% | 34.4% | 4.7% | 4.6% | 4.6% | 3.8% | 1.7% | 1.5% | 0.93% | 0.76% |
How has the ServiceNow and Zendesk comparison changed over the last 12 months?
3 findings
- ServiceNow was ahead of Zendesk in every measured month of the 12 months ending September 2026.
- Across the 12 months ending September 2026, ServiceNow’s share of searches among IT service management platforms worldwide moved from 43.9% to 43%, and its estimated monthly branded searches moved from 460K to 376K.
- Across the 12 months ending September 2026, Zendesk’s share of searches among IT service management platforms worldwide moved from 35.2% to 34.4%, and its estimated monthly branded searches moved from 369K to 301K.
How did search popularity change for IT service management platforms worldwide in September 2026?
2 changes
In September 2026, Zendesk gained share of searches among IT service management platforms worldwide, from 30.8% to 34.4%.
In September 2026, ServiceNow lost share of searches among IT service management platforms worldwide, from 47.5% to 43%.
How are branded searches counted?
4 search terms
Brandwave collects information about searches that people make online using ServiceNow’s and Zendesk’s names. When viewed over time, estimated search volumes for these branded terms can be used to understand whether interest in the brands is growing, holding steady, or fading.
ServiceNow
2 branded search terms
- servicenow
- servicenow itsm
Zendesk
2 branded search terms
- zendesk
- zendesk suite
Other head-to-heads among IT service management platforms
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