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Top Rated
131 Ratings

Freshservice

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Top Rated
131 Ratings
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Score 8.7 out of 100
58 Ratings
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Score 7.7 out of 100

Feature Set Ratings

  • Freshservice ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.9

Freshservice

79%
7.8

ServiceNow Customer Service Management

78%
Freshservice ranks higher in 6/9 features

Organize and prioritize service tickets

8.9
89%
68 Ratings
8.0
80%
9 Ratings

Expert directory

6.4
64%
49 Ratings
7.7
77%
8 Ratings

Service restoration

6.8
68%
41 Ratings
N/A
0 Ratings

Self-service tools

8.3
83%
64 Ratings
N/A
0 Ratings

Subscription-based notifications

8.3
83%
51 Ratings
7.8
78%
8 Ratings

ITSM collaboration and documentation

8.2
82%
58 Ratings
7.0
70%
8 Ratings

ITSM reports and dashboards

8.1
81%
56 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.8
88%
9 Ratings

Ticket response

N/A
0 Ratings
7.4
74%
9 Ratings

ITSM asset management

7.7

Freshservice

77%

ServiceNow Customer Service Management

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Configuration mangement

8.2
82%
52 Ratings
N/A
0 Ratings

Asset management dashboard

7.5
75%
53 Ratings
N/A
0 Ratings

Policy and contract enforcement

7.5
75%
39 Ratings
N/A
0 Ratings

Change management

7.8

Freshservice

78%

ServiceNow Customer Service Management

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Change requests repository

7.9
79%
51 Ratings
N/A
0 Ratings

Change calendar

7.3
73%
43 Ratings
N/A
0 Ratings

Service-level management

8.2
82%
50 Ratings
N/A
0 Ratings

Self Help Community

Freshservice

Feature Set Not Supported
N/A
7.3

ServiceNow Customer Service Management

73%
ServiceNow Customer Service Management ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
7.4
74%
6 Ratings

Internal knowledge base

N/A
0 Ratings
7.3
73%
8 Ratings

Multi-Channel Help

Freshservice

Feature Set Not Supported
N/A
6.8

ServiceNow Customer Service Management

68%
ServiceNow Customer Service Management ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
8.0
80%
7 Ratings

IVR

N/A
0 Ratings
5.1
51%
5 Ratings

Social integration

N/A
0 Ratings
5.0
50%
6 Ratings

Email support

N/A
0 Ratings
7.7
77%
8 Ratings

Help Desk CRM integration

N/A
0 Ratings
8.4
84%
7 Ratings

Attribute Ratings

  • Freshservice is rated higher in 1 area: Likelihood to Recommend
  • ServiceNow Customer Service Management is rated higher in 2 areas: Usability, Support Rating

Likelihood to Recommend

9.0

Freshservice

90%
69 Ratings
7.9

ServiceNow Customer Service Management

79%
9 Ratings

Likelihood to Renew

9.1

Freshservice

91%
2 Ratings

ServiceNow Customer Service Management

N/A
0 Ratings

Usability

9.0

Freshservice

90%
6 Ratings
10.0

ServiceNow Customer Service Management

100%
1 Rating

Support Rating

8.2

Freshservice

82%
38 Ratings
9.0

ServiceNow Customer Service Management

90%
1 Rating

Implementation Rating

8.9

Freshservice

89%
2 Ratings

ServiceNow Customer Service Management

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
Read full review

ServiceNow

It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
Read full review

Pros

Freshworks Inc

  • Helpdesk Ticketing system for escalation and distributing among technicians.
  • Service requests for ordering processes and employee onboarding and termination.
  • Project Management is a useful tool for our IT department to track internal projects.
  • The reporting is very helpful reporting various metrics to leadership.
Read full review

ServiceNow

  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
Read full review

Cons

Freshworks Inc

  • Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
  • When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
  • I really can think of any, I really have no complaints about the software
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ServiceNow

  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
Read full review

Pricing Details

Freshservice

Starting Price

$19 Per Month Per User

Editions & Modules

Freshservice editions and modules pricing
EditionModules
Starter$19.001
Growth$49.002
Pro$89.003
Enterprise$1094

Footnotes

  1. Per Month Per User
  2. Per Month Per User
  3. Per Month Per User
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing

ServiceNow Customer Service Management

Starting Price

Editions & Modules

ServiceNow Customer Service Management editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Freshworks Inc

    It's overall value in our organization is extremely high and it has become an essential part of our business.
    Read full review

    ServiceNow

    No answers on this topic

    Usability

    Freshworks Inc

    On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
    Read full review

    ServiceNow

    Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
    Read full review

    Support Rating

    Freshworks Inc

    In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
    Read full review

    ServiceNow

    Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
    Read full review

    Implementation Rating

    Freshworks Inc

    think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
    Read full review

    ServiceNow

    No answers on this topic

    Alternatives Considered

    Freshworks Inc

    SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
    Read full review

    ServiceNow

    ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
    Read full review

    Return on Investment

    Freshworks Inc

    • We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
    • We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
    • We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.
    Read full review

    ServiceNow

    • The negative impact for my team is the delay in team completing tickets but not a system issue.
    • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
    • Negative impact is that there is no user job aid or helpful tools for new users.
    Read full review

    Screenshots

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