We performed a comparison between Freshdesk and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"It is very easy to make reports."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The UI is easy to use."
"Omnichannel is one of the most valuable features of the solution."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"The analytics - we like to keep track of how much work everyone is doing."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"Straightforward tool."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like to see a little bit more color in the solution."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"The high price is a huge barrier in Portugal."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
"Needs additional software titles and easier normalization."
"The ability to embed help information onto the screens."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"I would like to see Advanced Intelligent Automation."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while ServiceNow is ranked 1st in Help Desk Software with 211 reviews. Freshdesk is rated 8.4, while ServiceNow is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". 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". Freshdesk is most compared with JIRA Service Management, Microsoft Dynamics CRM, Spiceworks, BMC Helix ITSM and TOPdesk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Freshdesk vs. ServiceNow report.
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