Freshservice vs Ivanti Service Desk [EOL] comparison

Freshworks and Ivanti are both solutions in the IT Service Management (ITSM) category. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 88% of Ivanti users who would recommend it.

Freshservice

Read 40 Freshservice reviews

6,589 Views
3,097 Comparison Views

97% willing to recommend

Ivanti Service Desk [EOL]

Read 8 Ivanti Service Desk [EOL] reviews

88% willing to recommend

Freshservice

Ivanti Service Desk [EOL]

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Freshservice and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: April 2026).

Buyer's Guide

IT Service Management (ITSM)

April 2026

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Helped 892,678 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

Freshservice

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (6th), Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)

Ivanti Service Desk [EOL]

Average Rating

7.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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David Gillen

Lifetime Process Manager at a government with 201-500 employees

It offers us the flexibility to use the tool across multiple departments, not just IT

Each company had its own solution before we merged. We were all independent up to that point. My last company was with was using the Touchpaper solution, which became LANDesk, then Ivanti. We've continued with our tool, but there had to be a corporate standard, so the other companies were told to migrate on to the Ivanti platform.

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Quotes from Members

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

Pros

"The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system."

"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."

"It is a stable solution. My company hasn't faced any problems with the solution."

"Its ease of use is fantastic; it is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that, and it is on its own level."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"We found the initial setup to be very simple."

"The most valuable features of Freshservice are the notifications, customization, and flexibility."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

More Freshservice pros

"Incident management is a valuable feature."

"Incident management and service request management features are the most valuable."

"It is highly configurable with PinkVERIFY status."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments."

"Ivanti Service Desk gives all the functionality we need."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"The initial setup was quite simple; installing just took a few minutes."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

More Ivanti Service Desk [EOL] pros

Cons

"We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering."

"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

"A chat bot needs to be added to the portal."

"The analytics could be better. We would like better visualization of items and KPIs, et cetera."

"Freshservice could improve the integration with Microsoft Outlook."

"They're not very good at technical support."

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

More Freshservice cons

"Their support can also be better in terms of response time. Currently, their response time is a little slow."

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow."

"You must be very technical to configure it."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"Compared to other tools, Freshservice is affordable."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"Our licensing fee for Freshservice is $2,500 a year."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

More Freshservice pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

Construction Company

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

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Comparisons

ServiceNow vs Freshservice

Compared 13% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

More Freshservice Competitors

BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 17% of the time

Cherwell Service Management vs Ivanti Service Desk [EOL]

Compared 16% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 15% of the time

Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL]

Compared 15% of the time

Hornbill Systems Supportworks vs Ivanti Service Desk [EOL]

Compared 10% of the time

More Ivanti Service Desk [EOL] Competitors

Product Reports

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Buyer's Guide

IT Service Management (ITSM)

April 2026

Download Ivanti Service Desk [EOL] product report

Also Known As

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Overview

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Deliver outstanding IT support services to employees and customers.

Ivanti

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

Buyer's Guide

IT Service Management (ITSM)

April 2026

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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: April 2026.

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