We performed a comparison between Freshdesk and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The organization that is possible with other departments is the solution's most valuable aspect."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Omnichannel is one of the most valuable features of the solution."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"Technical support is outstanding."
"It is very easy to make reports."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"I have found the workflows and integration the most valuable in this solution."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"The workflow makes things extremely efficient and it improves effectiveness."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"We have found change management and CMDB to be very useful."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"It should enhance its service and its reporting capabilities."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"ServiceNow doesn't cater to the Middle Eastern market."
"I would like to see Advanced Intelligent Automation."
"ServiceNow's mobile app should be seamless and it is not right now."
"When it comes to changing some of the features, I would like a little more leeway."
"The interface is not user-friendly."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. Freshdesk is rated 8.4, while ServiceNow is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Freshdesk is most compared with JIRA Service Management, Microsoft Dynamics CRM, Spiceworks, TOPdesk and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo. See our Freshdesk vs. ServiceNow report.
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