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Top Rated
78 Ratings

Freshservice

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Top Rated
78 Ratings
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Score 8.7 out of 100
29 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

ServiceNow Customer Service Management

As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
ServiceNow Customer Service Management
7.9
Organize and prioritize service tickets
Freshservice
9.6
ServiceNow Customer Service Management
8.1
Expert directory
Freshservice
8.3
ServiceNow Customer Service Management
7.3
Service restoration
Freshservice
9.8
ServiceNow Customer Service Management
Self-service tools
Freshservice
9.1
ServiceNow Customer Service Management
Subscription-based notifications
Freshservice
9.2
ServiceNow Customer Service Management
7.8
ITSM collaboration and documentation
Freshservice
8.7
ServiceNow Customer Service Management
7.6
ITSM reports and dashboards
Freshservice
8.4
ServiceNow Customer Service Management
Ticket creation and submission
Freshservice
ServiceNow Customer Service Management
8.7
Ticket response
Freshservice
ServiceNow Customer Service Management
7.6

ITSM asset management

Freshservice
8.5
ServiceNow Customer Service Management
Configuration mangement
Freshservice
9.0
ServiceNow Customer Service Management
Asset management dashboard
Freshservice
8.4
ServiceNow Customer Service Management
Policy and contract enforcement
Freshservice
8.3
ServiceNow Customer Service Management

Change management

Freshservice
8.9
ServiceNow Customer Service Management
Change requests repository
Freshservice
8.8
ServiceNow Customer Service Management
Change calendar
Freshservice
8.6
ServiceNow Customer Service Management
Service-level management
Freshservice
9.2
ServiceNow Customer Service Management

Self Help Community

Freshservice
ServiceNow Customer Service Management
8.2
External knowledge base
Freshservice
ServiceNow Customer Service Management
8.2
Internal knowledge base
Freshservice
ServiceNow Customer Service Management
8.2

Multi-Channel Help

Freshservice
ServiceNow Customer Service Management
8.3
Customer portal
Freshservice
ServiceNow Customer Service Management
8.4
IVR
Freshservice
ServiceNow Customer Service Management
8.7
Social integration
Freshservice
ServiceNow Customer Service Management
8.5
Email support
Freshservice
ServiceNow Customer Service Management
7.4
Help Desk CRM integration
Freshservice
ServiceNow Customer Service Management
8.5

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

ServiceNow Customer Service Management

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Support Rating

Freshservice

Freshservice 10.0
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

ServiceNow Customer Service Management

Similar functions as other platforms. Web based user experience. Nothing to load or update on a system.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Return on investment for resource allocation
  • Increased communication across various teams
  • If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

ServiceNow Customer Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceNow Customer Service Management Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.4
ServiceNow Customer Service Management
7.7

Likelihood to Renew

Freshservice
9.1
ServiceNow Customer Service Management

Usability

Freshservice
8.9
ServiceNow Customer Service Management
10.0

Support Rating

Freshservice
10.0
ServiceNow Customer Service Management
9.0

Implementation Rating

Freshservice
8.2
ServiceNow Customer Service Management

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