We performed a comparison between Freshservice and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."You can just register and within five to minute minutes, you are ready to go."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"Depending on the size of your organization, is pretty standard and useful."
"There is a nice user interface."
"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. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"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."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The overall functionality of the product is excellent."
"Change management is most valuable."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"SPM and ITSM features are the most helpful."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"ServiceNow is easy to use and has a user-friendly interface."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"The solution has a user-friendly interface."
"This solution is a single-storage for our user community to submit help desk tickets."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"Freshservice could improve the delegation and workflow management features."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"The chat portal is not that great."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Their analytics need improvement."
"The setup was time-consuming and required a lot of internal resources."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"Compared to other products that I have been using, it is not as user-friendly."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"There is inherent complexity with this tool because of the number of things that it can do."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Freshservice is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". 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". Freshservice is most compared with JIRA Service Management, Microsoft Project, Zendesk, ManageEngine ServiceDesk Plus and monday.com, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Freshservice vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors, best Help Desk Software vendors, and best IT Asset Management vendors.
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