Freshdesk vs ServiceNow

Struggling to choose between Freshdesk and ServiceNow? Both products offer unique advantages, making it a tough decision.

Freshdesk is a Business & Commerce solution with tags like helpdesk, ticketing, knowledge-base, customer-service, saas.

It boasts features such as Ticketing system, Knowledge base, Community forums, Email management, Reporting and analytics, Multi-channel support, Automation and workflows, Agent collaboration and pros including Intuitive and easy to use interface, Comprehensive feature set, Scales with business growth, Great mobile capabilities, Affordable pricing, Excellent customer support.

On the other hand, ServiceNow is a Business & Commerce product tagged with itsm, it-service-management, incident-management, change-management, service-catalog.

Its standout features include IT Service Management, IT Operations Management, IT Business Management, Customer Service Management, HR Service Delivery, Security Operations, Legal Service Delivery, and it shines with pros like Intuitive and easy-to-use interface, Comprehensive set of applications and services, Scalable and flexible platform, Robust automation and workflow capabilities, Strong knowledge management and self-service options, Integrates well with other systems and tools.

Feature	Freshdesk	ServiceNow
Overall Score	N/A	N/A
Primary Category	Business & Commerce	Business & Commerce

Product Overview

Freshdesk

Description: Freshdesk is a cloud-based customer support software that helps businesses provide exceptional customer service across multiple channels. It offers features like ticketing, knowledge base, community forums, email management, reporting and more.

ServiceNow

Description: ServiceNow is a cloud-based IT service management (ITSM) platform that helps manage and automate IT service processes. It offers various applications for IT services, customer service, HR, and more.

Key Features Comparison

Freshdesk Features

• Ticketing system
• Knowledge base
• Community forums
• Email management
• Reporting and analytics
• Multi-channel support
• Automation and workflows
• Agent collaboration

ServiceNow Features

• IT Service Management
• IT Operations Management
• IT Business Management
• Customer Service Management
• HR Service Delivery
• Security Operations
• Legal Service Delivery

Pros & Cons Analysis

Freshdesk

Pros

• Intuitive and easy to use interface
• Comprehensive feature set
• Scales with business growth
• Great mobile capabilities
• Affordable pricing
• Excellent customer support

Cons

• Can be overwhelming for small businesses
• Third-party integrations can be limited
• Advanced customization requires developer skills
• Lacks phone support capabilities

ServiceNow

Pros

• Intuitive and easy-to-use interface
• Comprehensive set of applications and services
• Scalable and flexible platform
• Robust automation and workflow capabilities
• Strong knowledge management and self-service options
• Integrates well with other systems and tools

Cons

• Can be complex and require customization
• Limited native mobile capabilities
• Steep learning curve
• Can be expensive for smaller organizations

Pricing Comparison

Freshdesk

• Freemium
• Subscription-Based

ServiceNow

• Subscription-Based
• Pay-As-You-Go