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

How does freshdesk and ServiceNow facilitate 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.

"...My only issue is getting an email from my own email account forwarded over to the help desk to create a ticket...." Peer review by Christine N., Marketing Manager, Automotive

"...Ticket creation for our help desk department as well as end user creation is simple and easy to manage...." Peer review by Administrator

How does freshdesk and ServiceNow facilitate 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.

"...I love that Freshdesk has so many tools to improve your communication processes with the customer: email, calls integration, knowledge base, email templates, chat, statistics......" Peer review by Verified Reviewer, Computer Software

"...The statewide service requests come in 24 hours 7 days a week and are received by consultants with no knowledge of the application, but ITSM ServiceNow provides us to share Knowledge Bank and troubleshooting documentation as well as contact information...." Peer review by User in Information Technology and Services, Information Technology and 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.

"...- End to end solution from ticket generation to allocation to follow-up and closure - Multiple functionalities covering almost the entire range of requirements expected from a Service Desk - Detailed features within every functionality showcases that a lot of thought has been given while its creation - Extension across platforms from ticket generation within the firm to widgets which can be used on customer portals to bots which can help in automated replies to general FAQs along with input availability from various social media platforms, no doubt it is a formidable competition to existing players in the space. ...." Peer review by Prateek S., Manager, Business Product/Operations, Paytm Payments Bank, Internet

"...User follow up of the tickets and history of email chain is recorded all in one place against the ticket...." Peer review by Natalie M, Senior Business Analyst Finance (QAD), Automotive

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

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.

"...I haven't faced any major problems in freshdesk to date except for pulling out reports and sending it over email...." Peer review by Justin J, Customer Success Manager, Computer Software

"...ServiceNow is also great for establishing routine and frequently used workflows that you want to publish to an external or public customer base...." Peer review by Jesse Bickel, MS - PMP, Asst. Director of Network Operations, CaptureRx