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 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 most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"It allowed the development team to concentrate on the client’s requirements instead."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"There is a nice user interface."
"You can just register and within five to minute minutes, you are ready to go."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"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."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"We have found change management and CMDB to be very useful."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"It's hard to interact directly with the users themselves."
"Freshservice could improve the integration with Microsoft Outlook."
"I am not too happy with the page layout or screen layout since it always looks messy."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"Its stability and pricing need improvement."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"Their GUI could be updated."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
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, Appian and IBM Maximo. 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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