We performed a comparison between Freshservice and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The overall functionality of the product is excellent."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"There is a nice user interface."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Freshservice's best feature is its user-friendliness."
"The solution has been stable."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"ServiceNow was the first true enterprise to service management platform."
"We always get good support."
"You can scale the solution."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"It is user-friendly and simple to use."
"ServiceNow is easy to use and has a user-friendly interface."
"A chat bot needs to be added to the portal."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"Not integrated with Google."
"The analytics could be better."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"The round robin ticketing feature that they have is not ideal."
"Freshservice could improve the delegation and workflow management features."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"The solution’s pricing is expensive and could be improved."
"The visuals are the one area where there is opportunity for improvement."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"There should be fewer clicks and faster integrations between solutions."
"The user interface for accessing assistance sometimes disconnects."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Freshservice is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Freshservice is most compared with JIRA Service Management, Microsoft Project, Zendesk, ManageEngine ServiceDesk Plus and monday.com, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Freshservice vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors, best Help Desk Software vendors, and best IT Asset Management vendors.
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