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Freshdesk vs ServiceNow comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

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

ROI

Sentiment score
6.7
Automation Anywhere boosts efficiency and savings, offering dramatic time and cost reductions with rapid ROI and increased productivity.
Sentiment score
6.6
Freshdesk boosts ROI with automation, reducing costs and enhancing productivity, service quality, and operational scalability effectively.
Sentiment score
6.5
ServiceNow delivers ROI through time savings, workflow automation, improved IT efficiency, and cost savings on infrastructure.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
People who initially find ServiceNow to be on the higher side, but when you do the value gain comparison in the next few years, you see that it does give you the returns, with the AI capabilities and everything it brings.
Director, Portfolio Projects at Microland Limited
Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks.
Project Manager at Yohanna
I have seen a return on investment with Freshdesk, as there were definitely savings because we do not need to spend the lifetime of our customer success managers; we can just use this tool.
Head Of Product & Engineering (Cpto) at a real estate/law firm with 11-50 employees
Thanks to ServiceNow's end-to-end automation, we save five to ten days of cycle time for each invoice.
Application Development Associate & Manager at a tech vendor with 10,001+ employees
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
General Manager at sPerception IT
ServiceNow offers a great return on investment because it saves us a lot of time and increases the efficiency of team members to complete their tickets and work on the PRBs to solve the root cause.
Product Developer at Cognizant
 

Customer Service

Sentiment score
6.9
Automation Anywhere's customer service is praised for responsiveness and availability, despite some delays and communication issues.
Sentiment score
6.5
Freshdesk offers responsive basic support with good documentation, but complex issues can be slow, averaging 8/10 ratings.
Sentiment score
7.0
ServiceNow support is praised for responsiveness and knowledge, yet experiences mixed reviews, prompting reliance on community resources and partners.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
From my experience, once it is set up, we have never had problems.
Customer Success Manager at Mimshackworks Endeavors
The first-time response should be within 30 seconds.
NOC SOC ANALYST at SAVIC Inc.
Users can raise tickets for platform issues, workflow errors, integrations, or production incidents through ServiceNow's support portal.
Cloud Administrator at a retailer with 10,001+ employees
The support is exemplary and deserves a perfect rating.
Team Lead at a tech vendor with 10,001+ employees
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
General Manager at sPerception IT
 

Scalability Issues

Sentiment score
7.3
Automation Anywhere effectively scales projects of all sizes, integrating bots flexibly despite some complexity and infrastructure challenges.
Sentiment score
6.8
Freshdesk is scalable for small to mid-sized businesses but faces limitations with customizations for large enterprises.
Sentiment score
7.4
ServiceNow offers scalable, flexible solutions for diverse businesses, integrating easily but facing minor challenges with very large organizations.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
For small to medium-sized businesses, you can look at Freshdesk, but for larger enterprise levels, you look at ServiceNow.
Director, Portfolio Projects at Microland Limited
They can easily send an email to support, and a ticket gets generated for the IT person.
Project Engineer at IT Solution
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
It is capable of vertical scaling with no issues.
Team Lead at a tech vendor with 10,001+ employees
ServiceNow's scalability is very good as it can be deployed in each environment.
Workload Automation at nab
 

Stability Issues

Sentiment score
6.9
Automation Anywhere is generally stable with occasional issues, reliability differing based on user infrastructure, and rated 7-9/10.
Sentiment score
7.6
Freshdesk is praised for high stability, with occasional minor issues, quick resolutions, and generally excellent performance ratings.
Sentiment score
7.7
ServiceNow offers high reliability and uptime, with minor issues resolved quickly, ensuring stable performance even under high demand.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
Customer Success Manager at Mimshackworks Endeavors
After installation and continuous operation, I have encountered no problems.
Head Advisor Infrastructure Cloud Architect at Adrienutech
Freshdesk has been quite stable in the market.
Director, Portfolio Projects at Microland Limited
It is a reliable cloud platform with good uptime and workflow performance, supporting business-critical processes effectively when configured properly.
Cloud Administrator at a retailer with 10,001+ employees
It is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
I haven't faced any issues with stability; I've rarely seen any downtime.
Solution Engineer - Digital Platform | Mobile at British American Tobacco
 

Room For Improvement

Automation Anywhere needs improvements in integration, cost, user-friendliness, support, performance, and enhanced features for better usability.
Freshdesk users seek improved customization, analytics, performance, integration, pricing, UI responsiveness, and easier configuration for complex cases.
Users criticize ServiceNow for high costs, complex pricing, outdated interface, and inadequate automation, reporting, integration, and security features.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Rpa Infrastructure Lead at a tech vendor with 10,001+ employees
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
The current integration is more complicated and doesn’t work as well.
Development Manager at Horizon Software
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Call Centre Manager at a retailer with 51-200 employees
It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
Senior Consultant at a consultancy with 10,001+ employees
There is a need for bug or error tracking in ServiceNow.
Team Lead at a tech vendor with 10,001+ employees
 

Setup Cost

Enterprise buyers find Automation Anywhere's pricing high, suitable for large organizations, with ROI potentially justifying initial costs.
Freshdesk's per-agent licensing is cost-effective, with enterprise plans at 79 Euros monthly, offering comprehensive features and negotiation options.
ServiceNow's pricing is high due to subscription licensing, but is justified for some by functionality and efficiency gains.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
Our organization pays about 200,000 Indian rupees per year for the license.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
The pricing experience is relatively competitive, so it is cost-effective.
Project Manager at Yohanna
The setup cost and licensing are very good.
Project Engineer at IT Solution
ServiceNow's pricing can be justified if more functionality is required.
Service Now Developer at Bangmetric services pvt ltd
ServiceNow does come with a price.
Associate Vice President at Wissen infotech
ServiceNow PPM product to a competitive product like Jira, which is an Atlassian product, they were offering better functionalities at one-tenth of the price.
Senior Business Manager at a tech vendor with 10,001+ employees
 

Valuable Features

Automation Anywhere simplifies automation with user-friendly interfaces, AI capabilities, strong integration, security, and support to boost productivity.
Freshdesk streamlines customer support with efficient ticketing, automation, omnichannel support, and analytics, enhancing satisfaction and operational efficiency.
ServiceNow excels in customizability, integration, and workflow automation, enhancing ticket resolution, collaboration, and productivity across departments.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.
Works at a tech vendor with 201-500 employees
Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn.
Project Manager at Yohanna
Now, with Freshdesk, tickets can be easily assigned to any engineer, who will provide the cause, explain why it happened, and give us the answer on how they resolved the issue.
Project Engineer at IT Solution
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Service Now Developer at Bangmetric services pvt ltd
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
Security Architect at وزارة الثقافة Ministry of Culture
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
IT infra Admin at synu
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
633
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Freshdesk
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
41
Ranking in other categories
Customer Experience Management (3rd), Field Service Management (3rd), Help Desk Software (5th), Knowledge Management Software (5th)
ServiceNow
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
232
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Gauri Thakur - PeerSpot reviewer
Director, Portfolio Projects at Microland Limited
Integrated support workflows have provided a unified view but need broader enterprise flexibility
Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.
Hemanthreddy Vakiti - PeerSpot reviewer
Data engineer at a tech vendor with 10,001+ employees
Structured workflows have improved SLA compliance and now support prioritized incident handling
I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
8%
Financial Services Firm
11%
Manufacturing Company
10%
Construction Company
9%
University
7%
Financial Services Firm
12%
Manufacturing Company
10%
Government
8%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise531
By reviewers
Company SizeCount
Small Business28
Midsize Enterprise6
Large Enterprise14
By reviewers
Company SizeCount
Small Business56
Midsize Enterprise35
Large Enterprise180
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What needs improvement with Freshdesk?
I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...
What is your primary use case for Freshdesk?
My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...
What advice do you have for others considering Freshdesk?
My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...
What is your experience regarding pricing and costs for ServiceNow?
ServiceNow's pricing is fine. We have accounting for each headcount for ServiceNow, and the pricing is actually good.
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about Freshdesk vs. ServiceNow and other solutions. Updated: April 2026.
896,510 professionals have used our research since 2012.