What users are saying about
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Top Rated
112 Ratings
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94 Ratings

Freshservice

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Top Rated
112 Ratings
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Score 8.6 out of 100

ServiceNow Now Platform

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94 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Incident and problem management

    7.8

    Freshservice

    78%

    ServiceNow Now Platform

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    8.9
    89%
    58 Ratings
    N/A
    0 Ratings

    Expert directory

    6.4
    64%
    44 Ratings
    N/A
    0 Ratings

    Service restoration

    6.8
    68%
    36 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.3
    83%
    55 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    47 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.0
    80%
    51 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.9
    79%
    50 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.7

    Freshservice

    77%

    ServiceNow Now Platform

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

    Configuration mangement

    8.2
    82%
    46 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    7.5
    75%
    48 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    7.5
    75%
    35 Ratings
    N/A
    0 Ratings

    Change management

    7.8

    Freshservice

    78%

    ServiceNow Now Platform

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

    Change requests repository

    7.7
    77%
    45 Ratings
    N/A
    0 Ratings

    Change calendar

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Service-level management

    8.1
    81%
    44 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshservice is rated higher in 2 areas: Likelihood to Recommend, Usability
    • ServiceNow Now Platform is rated higher in 2 areas: Likelihood to Renew, Support Rating

    Likelihood to Recommend

    8.9

    Freshservice

    89%
    59 Ratings
    8.8

    ServiceNow Now Platform

    88%
    25 Ratings

    Likelihood to Renew

    9.1

    Freshservice

    91%
    2 Ratings
    10.0

    ServiceNow Now Platform

    100%
    1 Rating

    Usability

    9.0

    Freshservice

    90%
    6 Ratings
    8.8

    ServiceNow Now Platform

    88%
    19 Ratings

    Support Rating

    8.2

    Freshservice

    82%
    28 Ratings
    8.7

    ServiceNow Now Platform

    87%
    23 Ratings

    Implementation Rating

    8.8

    Freshservice

    88%
    2 Ratings

    ServiceNow Now Platform

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    Freshservice

    N/A
    0 Ratings
    8.8

    ServiceNow Now Platform

    88%
    9 Ratings

    Professional Services

    Freshservice

    N/A
    0 Ratings
    8.5

    ServiceNow Now Platform

    85%
    4 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Freshservice works well for an internal IT department tracking problems and helpdesk tickets. It is great for implementing approval workflows and workflows for resolving issues. Having a repository for solutions article that is easy to search for users and IT department. Asset tracking provides the IT department a way to view reoccurring issues. The integration with MS Teams allows users and IT to quickly submit and resolve helpdesk tickets.
    Read full review

    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.
    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

    • 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

    • Coding of tickets to meta data could be made quicker by easier display of tickets
    • The ability to edit the grid of tickets is great but if more columns could be edited it would be perfect
    • If there would be a way to auto alert your manager when someone else is coding tickets for the more stubborn techs so we can force the users to put in their own tickets it would be great.
    Read full review

    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.
    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 Now Platform

    Starting Price

    Editions & Modules

    ServiceNow Now Platform 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

      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.
      Read full review

      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

      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.
      Read full review

      Support Rating

      Freshworks Inc

      Most of the time Freshservice support is super efficient, but once in a while when first level support can't help fixing an issue, the amount of information that we have to provide to level 2 (and up) support to get help can get frustrating. Each time we give access to their agent on our instance, but still sometimes they ask so many questions instead of going in and fixing the issue.
      Read full review

      ServiceNow

      They are Knowledgeable. They explain from the layman's perspective and are always quick and ready to help. They carry the patient in their conversation and provide a detailed understanding of our query. They also help to build knowledge. They are quick in rendering their help in Service Now forums. They understand their responsibility as the face of the company and are on top of things.
      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

      There were many good reviews about the product, and I must say Freshservice stood truly on those reviews. Freshservice offers a more modern and intelligent User interface as compared to other solutions available in the market, giving it a positive edge. Also, Freshservice is very user-friendly and very easy to use.
      Read full review

      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
      Read full review

      Contract Terms and Pricing Model

      Freshworks Inc

      No answers on this topic

      ServiceNow

      Our base managed service MSA is very clear and focused on our use of ITSM (ITIL role license). Other parts of the platform use some sort of transaction count licensing. This type of pricing does not work for an implementation of our scale.
      Read full review

      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.
      Read full review

      Return on Investment

      Freshworks Inc

      • 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.
      Read full review

      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

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