Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshservice
Score 8.7 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$19
Per Month Per User
ServiceNow Now Platform
Score 8.6 out of 10
N/A
The ServiceNow Now Platform is a digital workflow building and extension tool for ServiceNow featuring a number of low-code / no code tools.N/A
Pricing
FreshserviceServiceNow Now Platform
Editions & Modules
Starter
$19.00
Per Month Per User
Growth
$49.00
Per Month Per User
Pro
$95.00
Per Month Per User
Enterprise
$119
No answers on this topic
Offerings
Pricing Offerings
FreshserviceServiceNow Now Platform
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshserviceServiceNow Now Platform
Considered Both Products
Freshservice
Chose Freshservice
autotask was what we sunset. ServiceNow was not selected but checked all of the boxes and Freshservice was chosen because it is cost-efficient.
ServiceNow Now Platform

No answer on this topic

Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
FreshserviceServiceNow Now Platform
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
112 Ratings
1% above category average
ServiceNow Now Platform
-
Ratings
Organize and prioritize service tickets9.0112 Ratings00 Ratings
Expert directory7.578 Ratings00 Ratings
Service restoration7.063 Ratings00 Ratings
Self-service tools8.4102 Ratings00 Ratings
Subscription-based notifications8.581 Ratings00 Ratings
ITSM collaboration and documentation8.693 Ratings00 Ratings
ITSM reports and dashboards8.397 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.7
90 Ratings
6% below category average
ServiceNow Now Platform
-
Ratings
Configuration mangement8.483 Ratings00 Ratings
Asset management dashboard7.988 Ratings00 Ratings
Policy and contract enforcement6.762 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.2
84 Ratings
2% below category average
ServiceNow Now Platform
-
Ratings
Change requests repository8.478 Ratings00 Ratings
Change calendar7.964 Ratings00 Ratings
Service-level management8.278 Ratings00 Ratings
Best Alternatives
FreshserviceServiceNow Now Platform
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.1 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceServiceNow Now Platform
Likelihood to Recommend
9.0
(113 ratings)
9.1
(24 ratings)
Likelihood to Renew
9.1
(2 ratings)
10.0
(1 ratings)
Usability
9.1
(6 ratings)
8.7
(17 ratings)
Support Rating
8.4
(77 ratings)
8.6
(19 ratings)
Implementation Rating
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.4
(7 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
Professional Services
-
(0 ratings)
8.2
(3 ratings)
User Testimonials
FreshserviceServiceNow Now Platform
Likelihood to Recommend
Freshworks Inc
Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
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ServiceNow
Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.
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Pros
Freshworks Inc
  • Workflow automation
  • Knowledge base articles for users and agents
  • easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
  • it works with email address very simple to create different department and queues
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ServiceNow
  • The best ITSM management just in 1 tool.
  • User friendly for no IT people when they must raise a IT issue.
  • It offer very good workflow during incident or request item.
Read full review
Cons
Freshworks Inc
  • Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
  • Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.
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ServiceNow
  • Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platform
  • Tutorials on how to be the best at reporting in servicenow
  • Guided tour functionaltiy is a bit rigid and could use more workflow capabilities
  • Making it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion.
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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.
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ServiceNow
Everybody in the company is happy to use ServiceNow. All people are happy to use a user-friendly web tool in order to open IT incidents. IT people can easily support people with a stable and solid tool.
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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.
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ServiceNow
As a regular user of the ServiceNow platform, including the incident management, change management and enterprise application management modules, I find that I am able to competently use the platform with minimal training and assistance. User guides are available from the vendor if required. The customisable front-end that we use in the organisation as an ordering tool for internal IT services is very easy to use, and makes searching for the required IT service simple for business users.
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Support Rating
Freshworks Inc
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
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ServiceNow
We have many levels of interaction with ServiceNow. The first line of support sometimes is not equipped to resolve more complex issues, but the escalation process is clearly defined and followed with limited friction. Our account team is very responsive and willing to brainstorm ideas to improve and increase usage. We also have direct interaction with product teams to see previews of new features and at times to provide input to influence implementation details.
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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.
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ServiceNow
No answers on this topic
Alternatives Considered
Freshworks Inc
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
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ServiceNow
ServiceNow is by far a better tool over Remedy. Its ability to integrate so seamlessly to so many tools allows for plenty of opportunity to streamline and improve processes. Servicenow has intuitive flows that allow you to quickly pivot if process change. Its adaptiveness is what makes it far better solution over Remedy
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Contract Terms and Pricing Model
Freshworks Inc
No answers on this topic
ServiceNow
1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address. 2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers
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Professional Services
Freshworks Inc
No answers on this topic
ServiceNow
Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.
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Return on Investment
Freshworks Inc
  • Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
  • The communication to the user has greatly increased due to the automated messages that Freshservice has built in.
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ServiceNow
  • Ensuring good service support internally and externally has triggered opportunities to sustain good links with everyone and opened the door to more sales and successful business and ServiceNow has been key in all this, so the investment came back to us faster than expected.
Read full review
ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management