


ServiceNow and Freshdesk are leading solutions in IT service management and customer service management, respectively. ServiceNow stands out for its flexibility and customization capabilities, while Freshdesk excels in simplifying customer service processes.
Features: ServiceNow offers high configurability, supporting tailored processes, workflow automation, and custom applications. Its flexibility extends across various ITIL processes, ITSM, and beyond, covering HR and facilities. Freshdesk focuses on customer service, with robust automation and integrated ticketing, making it ideal for straightforward help desk solutions.
Room for Improvement: ServiceNow faces challenges with a complex licensing model and an array of functionalities that increase its complexity and require extensive training. Freshdesk could improve multi-ticket handling, article formatting, and third-party integration support, enhancing its streamlined use.
Ease of Deployment and Customer Service: ServiceNow offers flexibility in cloud deployment, including public, private, and hybrid options, suitable for enterprise markets but criticized for a complex setup process. Freshdesk provides a simpler cloud deployment option, suitable for small to medium businesses. ServiceNow has varied customer service outcomes, with strong community support but sometimes slow official responses. Freshdesk’s customer service needs improvement due to longer resolution times and limited proactive support.
Pricing and ROI: ServiceNow's high pricing reflects its extensive capabilities but may be costly for smaller businesses, with licensing based on active users. Freshdesk provides competitive pricing, attractive for smaller enterprises, with a straightforward cost structure. While ServiceNow delivers ROI through process efficiencies, Freshdesk is valued for its cost-effective feature set, focusing on efficient customer support solutions.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Automation Anywhere has helped us save money.
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.
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.
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.
Thanks to ServiceNow's end-to-end automation, we save five to ten days of cycle time for each invoice.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
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.
Whenever we need help, we can reach out to them, and they help us out.
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
From my experience, once it is set up, we have never had problems.
The first-time response should be within 30 seconds.
Users can raise tickets for platform issues, workflow errors, integrations, or production incidents through ServiceNow's support portal.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
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.
The centralized control room allows us to orchestrate and manage bots seamlessly.
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
For small to medium-sized businesses, you can look at Freshdesk, but for larger enterprise levels, you look at ServiceNow.
They can easily send an email to support, and a ticket gets generated for the IT person.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
ServiceNow's scalability is very good as it can be deployed in each environment.
With the latest applications, there are no significant issues like freezing or crashing.
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
Freshdesk has been quite stable in the market.
It is a reliable cloud platform with good uptime and workflow performance, supporting business-critical processes effectively when configured properly.
It is cloud-based, so it is highly scalable and performs well.
I haven't faced any issues with stability; I've rarely seen any downtime.
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.
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
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.
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.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
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.
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
There is a need for bug or error tracking in ServiceNow.
It is more cost-efficient compared to all other RPA platforms.
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Our organization pays about 200,000 Indian rupees per year for the license.
The pricing experience is relatively competitive, so it is cost-effective.
The setup cost and licensing are very good.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
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.
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.
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 Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
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.
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.
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.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
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.



| Company Size | Count |
|---|---|
| Small Business | 150 |
| Midsize Enterprise | 82 |
| Large Enterprise | 531 |
| Company Size | Count |
|---|---|
| Small Business | 28 |
| Midsize Enterprise | 6 |
| Large Enterprise | 14 |
| Company Size | Count |
|---|---|
| Small Business | 56 |
| Midsize Enterprise | 35 |
| Large Enterprise | 180 |
Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.
Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.
What are the important features of Automation Anywhere?
What benefits should be evaluated in reviews?
In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.
Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.
Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.
What Features Stand Out in Freshdesk?Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.
ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.
ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.
What are the key features of ServiceNow?ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.
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