What users are saying about
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Top Rated
79 Ratings

Freshservice

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Top Rated
79 Ratings
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Score 8.7 out of 100
41 Ratings
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Score 8.5 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 Now Platform

The ServiceNow Platform is well suited for automation processes. The amount of apps that can integrate with ServiceNow allow for numerous processes or Flows to be created. Processes around user IAM can be easily created with integration to Azure / AD or Okta. Also the ability to integrate with tools like SolarWinds allow for system related flows to also be created.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
ServiceNow Now Platform
Organize and prioritize service tickets
Freshservice
9.6
ServiceNow Now Platform
Expert directory
Freshservice
8.3
ServiceNow Now Platform
Service restoration
Freshservice
9.8
ServiceNow Now Platform
Self-service tools
Freshservice
9.1
ServiceNow Now Platform
Subscription-based notifications
Freshservice
9.2
ServiceNow Now Platform
ITSM collaboration and documentation
Freshservice
8.7
ServiceNow Now Platform
ITSM reports and dashboards
Freshservice
8.4
ServiceNow Now Platform

ITSM asset management

Freshservice
8.6
ServiceNow Now Platform
Configuration mangement
Freshservice
9.0
ServiceNow Now Platform
Asset management dashboard
Freshservice
8.4
ServiceNow Now Platform
Policy and contract enforcement
Freshservice
8.3
ServiceNow Now Platform

Change management

Freshservice
8.9
ServiceNow Now Platform
Change requests repository
Freshservice
8.8
ServiceNow Now Platform
Change calendar
Freshservice
8.6
ServiceNow Now Platform
Service-level management
Freshservice
9.2
ServiceNow Now Platform

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 Now Platform

  • workflow during a request item
  • approval management for changes, and services
  • service level agreement monitoring
  • ability to spin up a low code application
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 Now Platform

  • Menus can sometimes be confusing to navigate, unless paired down or customized.
  • More flexibility needed for templates/home pages and graphics placement for company branding.
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 Now Platform

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 Now Platform

No score
No answers yet
No answers on this topic

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 Now Platform

ServiceNow Now Platform 10.0
Based on 4 answers
In our specific case, we do not need ServiceNow Now Platform support over the product. However, for our customers and the support offer, from ServiceNow Now Platform, and especially from the partner ecosystem, there are plenty of offers out of the market. From ServiceNow Now Platform, partners, and a robust and mature ecosystem of professionals.
Rubens F. Dalle Lucca | 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 Now Platform

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 Now Platform

ServiceNow is highly configurable and so offers many options for different types of teams. The pricing was acceptable for our organization as well.
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 Now Platform

  • Fast implementation of our Sales & Operation/Projects controls and process - tool adapted to our needs, not us to adapt to the tool.
  • Once we are a consulting/implementation company, our customers are happy to see that we use what we sell, and it is easy to show them how this platform/tool can have an impact on our own business.
Rubens F. Dalle Lucca | 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 Now Platform

General

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

ServiceNow Now Platform Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.4
ServiceNow Now Platform
9.1

Likelihood to Renew

Freshservice
9.1
ServiceNow Now Platform

Usability

Freshservice
8.9
ServiceNow Now Platform

Support Rating

Freshservice
10.0
ServiceNow Now Platform
10.0

Implementation Rating

Freshservice
8.2
ServiceNow Now Platform

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