Overview: freshdesk and ServiceNow as Help Desk Category solutions.

Freshdesk and ServiceNow cater to different business needs within the Help Desk category, each offering unique strengths. Freshdesk excels in integrating custom reports and supporting large enterprises, making it ideal for businesses focused on detailed analytics and extensive customer engagement. ServiceNow suits businesses aiming to streamline workflows and scale best practices, offering comprehensive support and onboarding to enhance customer relationships efficiently.

freshdesk: Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

ServiceNow: ServiceNow, a cloud-based workflow automation platform, enhances operational efficiencies by automating routine tasks and delivering digital workflows. Its capabilities include AI, analytics, mobile app building, and secure cross-enterprise integrations.

freshdesk and ServiceNow: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Freshdesk focuses heavily on helpdesk and knowledge management, making it a prime choice for companies seeking robust customer feedback mechanisms and effective communication strategies. read more →

ServiceNow excels in workflow and collaboration management, offering indispensable tools for businesses prioritizing efficiency in project management and internal communications. read more →

Business Goals

Freshdesk aids in acquiring and retaining customers while improving efficiency, aligning well with businesses aiming to enhance customer satisfaction and internal communication. read more →

ServiceNow helps businesses scale best practices and manage risks, perfect for companies focused on improving ROI and customer relationships. read more →

Core Features

Freshdesk's standout features include advanced analytics and extensive integration capabilities, suited for complex data management and security needs. read more →

ServiceNow offers training & onboarding features along with AI-powered analytics, appealing to businesses needing custom reports and onboarding processes. read more →

Vendor Support

Freshdesk provides comprehensive around-the-clock support through multiple channels like email, chat, and phone, catering to customer preferences for varied communication needs. read more →

ServiceNow offers robust 24/7 support and extensive onboarding services, addressing the needs of businesses requiring in-depth training and immediate assistance. read more →

Segments and Industries

Freshdesk is popular among large enterprises, specifically in IT and educational sectors, reflecting its adaptability to large-scale operations and diverse industries. read more →

ServiceNow serves mainly small to mid-market businesses, especially in financial and telecommunications services, highlighting its capability to address niche industry needs. read more →

Operational Alignment

Freshdesk's design fits well with businesses needing meticulous customer engagement management, supporting large operational scales efficiently. read more →

ServiceNow integrates smoothly into organizations focusing on comprehensive workflow management, making it suitable for businesses operating in complex environments. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

high

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low

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Integration Risk

medium

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low

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Email Support

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Chat Support

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Phone Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for freshdesk and ServiceNow

How does freshdesk and ServiceNow address your Helpdesk Management Challenges?

Freshdesk and ServiceNow are both used for Helpdesk Management. Freshdesk focuses on ease of use, allowing users to submit tickets through email. ServiceNow offers more advanced capabilities, including incident, request, change, and problem ticket management. Freshdesk is more accessible with a free plan and easy setup, while ServiceNow may have a steeper learning curve. Both systems have limitations, such as expensive paid tiers for Freshdesk and undocumented features and unhelpful support for ServiceNow.

"...We killed off all old email group mailboxes, 2 other junk help desk systems and all hallway conversations...." Peer review by Tom B, Website Content Manager, Marketing and Advertising

"...So if you have requests that are repeatable, no need to call a help desk the request can just be generated by the client...." Peer review by Joshua N, IT Manager

How can freshdesk and ServiceNow optimize your Knowledge Management Workflow?

Freshdesk and ServiceNow both offer knowledge management features. Freshdesk allows for control over user access to articles and integration with ticketing systems. ServiceNow allows for centralized documentation and sharing of information across various departments and applications. However, Freshdesk provides more robust features for knowledge management, while ServiceNow requires customization to improve knowledge base functionality.

"...The combination of social, email, knowledge base, mobile, and gamification all together is what sealed the deal for us...." Peer review by Charles Cooper, Director, Lesley University

"...The knowledge base scripts provide a method for both customers and help desk to resolve issues very quickly...." Peer review by Phanindra reddy Bommu, RPA UiPAth and BluePrism developer, Tata Consultancy Services

How does freshdesk and ServiceNow facilitate Engagement Management?

Freshdesk and ServiceNow both help companies engage with customers. Freshdesk is mainly used by support teams to track issues and provide solutions. ServiceNow is used for a wider range of customer interactions, including incident management, project coordination, and change management. ServiceNow often requires more planning and configuration compared to Freshdesk. Both tools have limitations in follow-up functionality and tracking user engagement.

"...They don't have the capability to report on how long agents were available for chats, only how long they were engaged with customers in chats...." Peer review by Erica L, Coordinator of Customer Support Services , Religious Institutions

"...Also I know service now have feature of adding notes and re assigning facility which makes it easier for me to re send to the team rather then following up through emails or calls...." Peer review by Consultant

How can freshdesk and ServiceNow optimize your Communication Management Workflow?

Freshdesk and ServiceNow both allow users to track and manage communications. Freshdesk focuses on customer service inquiries and support requests, and it provides features like ticket creation, email tracking, and integration with customer relationship management systems. ServiceNow, on the other hand, emphasizes communication within organizations, offering features for internal communication, knowledge sharing, and workflow automation. Both tools have limitations; Freshdesk struggles with automated status changes and custom publishing, while ServiceNow has challenges with automated email notifications for ticket updates.

"...It has a free versi n, dont need to install anything, and the client can send request by email if they want...." Peer review by Ernesto T

"...It has been a much faster way than previously, where only the US and Canada used the HR ticket system and had to send emails to the regional HR contact for any other country and hope that the employee was getting the help..." Peer review by Stephanie K.