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Software · head to head

Freshdesk vs ServiceNow

Freshdesk logo

Freshdesk

Software

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
ServiceNow logo

ServiceNow

Software

The world works with ServiceNow

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; ServiceNow listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow
  • They diverge on capability: Freshdesk covers Ticketing, ServiceNow covers ITSM.

Where they differ

Only the attributes on which Freshdesk and ServiceNow actually diverge.

Attributes where Freshdesk and ServiceNow differ
AttributeFreshdeskServiceNow
Starting price$19/monthOn request
Pricing modelsubscriptionquote
PlatformsWebWeb, Ios, Android
Founded20102004

Identical on both: free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshdesk

  • Ticketing
  • Automation
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Reporting
  • Mobile apps

Only in ServiceNow

  • ITSM
  • IT Operations
  • Customer workflows
  • Employee workflows
  • App development
  • AI/ML capabilities
  • SAP
  • AWS

Both cover

  • Slack
  • Microsoft Teams
  • Salesforce
  • SOC2
  • ISO27001
  • HIPAA

What people use each for

The jobs each tool is most often brought in to do.

Freshdesk

  • Help desk and ticketing systemnot ServiceNow
  • Customer support portal and knowledge basenot ServiceNow
  • Multi-channel support coordinationnot ServiceNow
  • AI-assisted support agent interactionnot ServiceNow

ServiceNow

  • Enterprise IT managementnot Freshdesk
  • Digital transformationnot Freshdesk
  • Workflow automationnot Freshdesk

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

ServiceNow

  • Listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow

Pricing, plan by plan

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

ServiceNow

On request
  • IT Service Management$undefined/month
    • Incident management
    • Problem management
    • Change management
  • IT Operations Management$undefined/month
    • Discovery
    • Service mapping
    • Event management
  • Customer Service Management$undefined/month
    • Omnichannel engagement
    • Self-service
    • Case management

Which should you pick?

Choose Freshdesk if

  • You need ticketing.
  • You also want automation.
Freshdesk review

Choose ServiceNow if

  • You need itsm.
  • You work on Web, Ios, Android.
  • You also want it operations.
ServiceNow review

Questions people ask

Is Freshdesk or ServiceNow better?
Neither clearly leads. Freshdesk starts at $19/month and ServiceNow at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or ServiceNow?
Freshdesk starts at $19/month and ServiceNow at On request.
Does Freshdesk or ServiceNow run on more platforms?
Freshdesk runs on Web. ServiceNow runs on Web, Ios, Android.
What is Freshdesk best used for?
Freshdesk is most often used for help desk and ticketing system, customer support portal and knowledge base, multi-channel support coordination, ai-assisted support agent interaction. Of those, help desk and ticketing system and customer support portal and knowledge base are not what ServiceNow is typically brought in for.
What can Freshdesk do that ServiceNow cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. ServiceNow covers ITSM, IT Operations, Customer workflows, Employee workflows. Both handle Slack, Microsoft Teams, Salesforce, SOC2.
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Related pages

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