Freshdesk vs Ivanti Neurons for ITSM comparison

Freshworks and Ivanti are both solutions in the Help Desk Software category. Freshworks is ranked #6 with an average rating of 8.4, while Ivanti is ranked #10 with an average rating of 8.3. Freshworks holds a 3.5% mindshare in HDS, compared to Ivanti’s 2.2% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 91% of Ivanti users who would recommend it.

Freshdesk

Read 31 Freshdesk reviews

1,801 Views
1,253 Comparison Views

93% willing to recommend

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

928 Views
510 Comparison Views

91% willing to recommend

Freshdesk

Ivanti Neurons for ITSM

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

Freshdesk and Ivanti Neurons for ITSM compete in the IT service management software category. Freshdesk is preferred for its cost-effectiveness and user-friendliness, whereas Ivanti Neurons for ITSM is recognized for its comprehensive service management and automation capabilities, particularly catering to large organizations.

Features: Freshdesk offers a customizable solutions center, an efficient ticketing system, and omnichannel flexibility, making it attractive to small to medium businesses. It also provides simple integration with social media and in-house apps, alongside scalable automation for ticket allocation. Ivanti Neurons for ITSM is distinguished by its workflow automation, asset management, and service catalog configuration, delivering a detailed ITSM-focused experience. Its strengths include endpoint management and seamless integration across IT operations.

Room for Improvement: Freshdesk may enhance its technical support responsiveness and reduce integration complexity. Users have noted the need for improvements in asset management and the customization of certain features like chat translation and reporting modules. Ivanti Neurons for ITSM could refine its self-service options and improve community support. Additionally, updates in UI design and cloud integration are sought to streamline user adaptation and operations in hybrid settings.

Ease of Deployment and Customer Service: Freshdesk is mainly deployed in the public cloud, appreciated for an easy setup and responsive service, though suggestions for more direct support exist. Ivanti Neurons for ITSM, available in hybrid and on-premises environments, offers complex infrastructure support but faces calls for better deployment communication and support services.

Pricing and ROI: Freshdesk provides a range of pricing plans with transparent costs per agent, known for its affordability compared to ServiceNow, benefiting businesses of varying sizes. Ivanti Neurons for ITSM follows an annual subscription model, perceived as more costly, yet it justifies its expense with extensive capabilities that are attractive to larger enterprises, enhancing ROI.

To learn more, read our detailed Freshdesk vs. Ivanti Neurons for ITSM Report (Updated: April 2025).

Buyer's Guide

Freshdesk vs. Ivanti Neurons for ITSM

April 2025

Download the complete report

Helped 846,617 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Help Desk Software

6th

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Customer Experience Management (4th), Field Service Management (3rd), Knowledge Management Software (5th)

Ivanti Neurons for ITSM

Ranking in Help Desk Software

10th

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (8th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Freshdesk is 3.5%, down from 4.6% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.2%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Incredibly user-friendly, flexible, and affordable

Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.

Read full review

Sanjay Mukhopadhyay

Director - Sales & Operations - India at Intertec Systems

The solution comes with a host of features for hyper-automation

The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace. With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."

"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."

"These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them."

"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."

"It is quite easy to program custom apps and integrate them."

"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."

"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."

"The organization that is possible with other departments is the solution's most valuable aspect."

More Freshdesk pros

"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."

"Ivanti Neurons allows me to adjust our workflow according to our needs."

"The solution is easy to use and has a user-friendly interface"

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

"The solution's installation depends on its customization. It is easy."

"It is easy to set up."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

More Ivanti Neurons for ITSM pros

Cons

"The reporting, analysis modules and insights capabilities for this solution could be improved."

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

"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."

"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."

"It should enhance its service and its reporting capabilities."

"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."

"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."

"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."

More Freshdesk cons

"Configuration requirements are extensive, even in basic Service Desk processes."

"They could provide product integration with popular platforms."

"Support needs improvement in terms of responsiveness and timeliness."

"The user interface must be made simpler and more effective."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

"We'd like more integration with solutions like SolarWinds."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"The pricing is pretty manageable and acceptable."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"It is costly."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

More Freshdesk pricing and cost advice

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"The price is on the higher side. The support is included in the standard licensing fees."

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"The product is affordable for small businesses."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

846,617 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

24%

Financial Services Firm

Real Estate/Law Firm

Manufacturing Company

Computer Software Company

13%

Government

13%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Freshdesk?

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

See all answers

What needs improvement with Freshdesk?

An area for improvement in Freshdesk would be enabling all features regardless of company or user size. Currently, some features like SMS or WhatsApp integration are only available to larger user g...

See all answers

What is your primary use case for Freshdesk?

We utilize Freshdesk ( /products/freshdesk-reviews ) primarily for handling incoming tickets. The system auto-assigns these tickets to the available engineer, who then troubleshoots the issue, upda...

See all answers

What do you like most about Ivanti Neurons for ITSM?

I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.

See all answers

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

The price is on the higher side. The support is included in the standard licensing fees.

See all answers

What needs improvement with Ivanti Neurons for ITSM?

There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.

See all answers

Comparisons

ServiceNow vs Freshdesk

Compared 21% of the time

JIRA Service Management vs Freshdesk

Compared 17% of the time

Maven AGI vs Freshdesk

Compared 9% of the time

Spiceworks vs Freshdesk

Compared 8% of the time

Microsoft Dynamics CRM vs Freshdesk

Compared 7% of the time

More Freshdesk Competitors

ServiceNow vs Ivanti Neurons for ITSM

Compared 38% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 11% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 11% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 10% of the time

Freshservice vs Ivanti Neurons for ITSM

Compared 8% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

Freshdesk

April 2025

Download Freshdesk product report

Buyer's Guide

Ivanti Neurons for ITSM

April 2025

Download Ivanti Neurons for ITSM product report

Also Known As

No data available

HEAT Service Management

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”

Freshworks

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Buyer's Guide

Freshdesk vs. Ivanti Neurons for ITSM

April 2025

Free Report: Freshdesk vs. Ivanti Neurons for ITSM

Find out what your peers are saying about Freshdesk vs. Ivanti Neurons for ITSM and other solutions. Updated: April 2025.

DOWNLOAD NOW

846,617 professionals have used our research since 2012.

See our Freshdesk vs. Ivanti Neurons for ITSM report.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.