Compare ServiceNow and Freshdesk - Oct 2022

Shlomi Lavi

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Bottom Line: Which is Better - ServiceNow or Freshdesk?

ServiceNow is more expensive to implement (TCO) than Freshdesk, and Freshdesk is rated higher (94/100) than ServiceNow (78/100). ServiceNow offers users more features (18) than Freshdesk (10).

Looking for the right Customer Service solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Servicenow Vs. FRESHDESK INC.

Servicenow: ServiceNow is a leading provider of cloud-based services that automate enterprise IT operations. Our service includes a suite of applications built on our proprietary platform that automates workflow and provides integration between related business processes. We focus on transforming enterprise IT by automating and standardizing business processe...

FRESHDESK INC.: Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.

Who is more expensive? ServiceNow or Freshdesk?

The real total cost of ownership (TCO) of Customer Service software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for ServiceNow and Freshdesk.

ServiceNow price starts at $100 per user/month + standard ITSM package , On a scale between 1 to 10 ServiceNow is rated 4, which is lower than the average cost of Customer Service software. Freshdesk price starts at $15 per agent/month , When comparing Freshdesk to its competitors, the software is rated 2 - much lower than the average Customer Service software cost.

Bottom line: ServiceNow is more expensive than Freshdesk.

Which software includes more/better features?

We've compared ServiceNow Vs. Freshdesk based on some of the most important and required Customer Service features.

ServiceNow: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Asset Management, Billing and Invoicing, Change Management, Contract Management, Customer Survey, Email Integration, Incident / Request Management, ITIL Compliant.

Freshdesk: Billing and Invoicing, Customer Survey, Email Integration, Knowledge Base/FAQ, LDAP/Active Directory Synchronization.

Target customer size

Customers of the software include businesses of all sizes and a variety of types. Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support.