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."It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It is quite easy to program custom apps and integrate them."
"It is very easy to make reports."
"The UI is easy to use."
"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."
"Omnichannel is one of the most valuable features of the solution."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"Very easy to implement and to respond to my clients' needs."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"The pricing of the product is quite good. It's not too expensive."
"It is robust and very user-friendly."
"It has an excellent capability to integrate different access points."
"It provides internal clients with greater transparency about their projects and deliverables."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"I would like to see a little bit more color in the solution."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"I would like on-the-go translation,"
"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."
"It should enhance its service and its reporting capabilities."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"The scalability needs improvement."
"It's a little expensive compared to other tools."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"The user interface for accessing assistance sometimes disconnects."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while ServiceNow is ranked 1st in Help Desk Software with 210 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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