Products · Product
ServiceNow
Raised as a usability problem by 24 people on Hacker News over 8 years (2018–2025), in 12 threads.
No issue was raised by at least 3 people in 3 threads this year.
No issue was raised by at least 3 people in 3 threads in the last 5 years.
Every issue, all time, most people first
Users struggle to find where to enter the ticket numberUnreviewed
20182026- Can't find how to look up a ticket by number; pages load slowly or fail2025-12-13
- Requesting tickets page is buried behind an unmemorable path, forcing users to bookmark it2021-05-10
- Users struggle to find where to enter the ticket number to view a ticket2018-07-26
Unreviewed issues were grouped by machine: Claude Haiku labelled each comment as a usability complaint, named what it's about and summed up the problem in a line, and a small model grouped similar problems. Nobody has checked them by hand. Expect mistakes.
The newest 24 complaints
- Back button and browser navigation break; record opened after Update differs from expected2025-12-14
- Can't find how to look up a ticket by number; pages load slowly or fail2025-12-13
- Heavy ITSM suites require months of setup and training2025-09-24
- Too many options and poor search make it hard to find things again2024-11-19
- Their ServiceNow install is terribly slow to interact with2023-07-08
- Heavy customization makes workflows complex and upgrades fail, making basic ticketing hard to maintain2023-07-08
- Interface is unintuitive and unresponsive; workflow resources get stuck and conditions don't show as met2023-07-08
- Takes over 20 minutes to find an incident without a unique ID; required resolution notes hidden in a tab2023-07-08
- Product is so horrendously complex and bloated that everyone who uses it struggles2023-07-07
- Slow, awkward interface that breaks browser navigation and makes bookmarking hard2023-07-07
- Tickets sit unanswered because some teams never pick them up2021-09-27
- Requesting tickets page is buried behind an unmemorable path, forcing users to bookmark it2021-05-10
- Search is useless and painful to use; much of the interface needs a mouse2021-05-10
- Found the software unintuitive and unclear in what value it provides2021-05-10
- Staff find the UI so bad they avoid interacting with it directly2021-05-10
- UI is clunky, so finding what you want is hard2021-01-02
- Interface is bloated and more complex than even complicated Jira installs2020-07-12
- Design and UX are abysmal, representing a bloated, confusing information architecture2020-07-11
- Irreversible action buttons look identical to navigation buttons, so users misclick2020-07-11
- Multi-page multilevel forms with poor UX that the user must work through2019-10-31
- Interface is full of friction, making everyday interactions frustrating for developers2019-10-31
- Simple approvals end up requiring a complex ServiceNow UI with many checks2019-10-12
- Pages take seconds to load because customizations make requests one after another2019-10-11
- Users struggle to find where to enter the ticket number to view a ticket2018-07-26