Overview: Freshservice and ServiceNow as Help Desk Category solutions.

Freshservice and ServiceNow both offer robust Help Desk solutions. Freshservice excels in customer interaction, with a focus on integration and data management, catering to large enterprises. In contrast, ServiceNow provides strong workflow and risk management capabilities, appealing more to small and mid-market businesses. Both platforms support scaling and customer acquisition, but their unique strengths serve different industry needs.

Freshservice: Freshservice offers AI-powered IT service management that is both intelligent and easy to use. Designed for enterprise-level operations, it minimizes complexity.

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.

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

Key Capabilities Supported

Freshservice focuses on helpdesk management and knowledge management, with strong capabilities in workflow and customer feedback management. read more →

ServiceNow supports workflow management alongside helpdesk services, emphasizing collaboration and sales document management. read more →

Business Goals

Freshservice aims to enhance customer relationships and improve communications, effectively scaling best practices. read more →

ServiceNow helps businesses scale best practices and manage risk, focusing on customer acquisition and relationship enhancement. read more →

Core Features

Freshservice offers strong integration and analytics, with standout features in data import/export and custom reporting. read more →

ServiceNow includes features like training & onboarding, with emphasis on security, privacy, and comprehensive analytics. read more →

Vendor Support

Freshservice provides extensive 24/7 support options, including phone, email, and chat support. read more →

ServiceNow offers 24/7 support as well, alongside training and onboarding options for users. read more →

Segments and Industries

Freshservice is predominantly used by large enterprises, with significant adoption in IT, education, and software industries. read more →

ServiceNow serves smaller segments like small to mid-market businesses, with strong presence in IT, financial services, and telecom. read more →

Operational Alignment

Freshservice integrates seamlessly into large enterprise workflows, supporting complex operations across diverse sectors. read more →

ServiceNow fits well with small to mid-sized operations, efficiently handling diverse industry needs through flexible solutions. 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

Phone Support

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Chat Support

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Email 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 Freshservice and ServiceNow

What makes Freshservice and ServiceNow ideal for Helpdesk Management?

Freshservice and ServiceNow both provide helpdesk management capabilities. Freshservice is easy to set up and use, with a focus on simple, user-friendly features. ServiceNow offers more advanced functionality, including incident, request, change, and problem ticket management. Freshservice is suitable for small companies, while ServiceNow is better for larger organizations with complex needs. A limitation of both is that they may have undocumented features and limited help support.

"...you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere...." Peer review by Alan, LANCOPS SecureNET Services

"...It is used for asset tracking, Help Desk ticket tracking, and Service Desk operations management...." Peer review by Jonathan A, Desktop Special Delivery, Information Technology and Services

How can Freshservice and ServiceNow enhance your Workflow Management process?

Freshservice and ServiceNow both support workflow management, enabling users to automate tasks and track progress. Freshservice emphasizes user-friendliness and customization, allowing users to create and tailor workflows easily. ServiceNow, on the other hand, offers a more comprehensive platform but requires technical expertise to fully utilize its capabilities. The limitations of Freshservice involve its search function, while ServiceNow's limitation lies in its need for a dedicated development team.

"...I do love "HelpDesk Productivity" Admin OPtions and the way you can easily create workflows...." Peer review by Carlos Esteban M, Profesional independiente en CTI, Telecomunicaciones Satelitales y Control de Gestión

"...If you can organize your team into repeatable processes, then ServiceNow can take everyone out of email and spreadsheets, and into a fully transparent, documented, automated workflow to deliver each and every step of that process...." Peer review by Anthony Zappala, ServiceNow Lead Engineer/Architect, Wayfair

How does Freshservice and ServiceNow address your Knowledge Management Challenges?

Both Freshservice and ServiceNow offer knowledge management features. Freshservice is often praised for its user-friendly interface, ease of creating knowledge base articles, and cost-effectiveness. ServiceNow, on the other hand, provides a more comprehensive platform with features for managing various business processes, including knowledge management. However, ServiceNow may require customizations for more robust knowledge management capabilities. Limitations exist in both, such as difficulties in formatting knowledge base articles in Freshservice and search challenges in ServiceNow.

"...Freshservice is an all in one solutions, support, knowledge data base, problems, contacts, projects and much more...." Peer review by Felipe S, CEO / Cofounder

"...ServiceNow is used by our organization both internally for areas such as HR, Incident Management, SDLC, Knowledge Management, Sales Pipeline, demand management and externally to interface with our customers...." Peer review by Director in Professional Services

How does Freshservice and ServiceNow facilitate Engagement Management?

Freshservice and ServiceNow both support user engagement in managing IT requests. Freshservice emphasizes easy-to-use features that encourage user interaction and follow-up to ensure satisfaction. ServiceNow, on the other hand, focuses on comprehensive solutions for various aspects of service management, including customer interactions, project management, and compliance. Freshservice is criticized for lacking follow-up functionality, while ServiceNow struggles with user interaction complexity and reporting limitations.