Guiding you to choose between freshdesk vs. ServiceNow: 2024

Comparison Summary

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: Customer Satisfaction Data

Most deployed common Use Cases for freshdesk and ServiceNow

What makes freshdesk and ServiceNow ideal for Helpdesk Management?

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, two other junk help desk systems and all hallway conversations...." Peer review by Ray F., Education

"...The helpdesk manages to deal with 72% of the problems adequately itself, so only a small percentage of incidents are now escalated...." Peer review by Patrick Delhaye, Manager Service Desk ICT, Federal Public Service Health

Why is freshdesk and ServiceNow the best choice for Knowledge Management?

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.

"...It allows management of tickets, knowledge base for staff and community functionality for users...." Peer review by Naveen Gabrani, Founder/CEO, Astrea IT Services Pvt Ltd

"...The knowledge base scripts provide a method for both our customer and help desk personnel to resolve issues very quickly...." Peer review by Engineer in Information Technology

What benefits does freshdesk and ServiceNow offer for 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.

"...How it allows you to contact other and still be engaged in the phone with someone...." Peer review by Consultant

"...From automatically engaging the appropriate on-call team for a priority incident to generating a Problem from that incident that, in turn, becomes a Change......" Peer review by Stephanie L., Mechanical or Industrial Engineering

How does freshdesk and ServiceNow address your Communication Management Challenges?

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.

"...We were using email alone to support all our clients - they still send us emails, but we can manage them much easier...." Peer review by Brok H

"...We have also been able to use the portal as a way to regularly update and send messages to associates throughout the company...." Peer review by Debbie Arnold, Vice President of HR Operations, CHRISTUS Health