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June 6, 2024
XX min read

Freshdesk vs ServiceNow

Introduction

Freshdesk and ServiceNow are two prominent ticketing tools that cater to diverse business needs. Freshdesk, a product of Freshworks Inc., helps businesses delight their customers effortlessly with modern and intuitive software for customer support. Freshdesk converts requests coming in via email, web, phone, chat, messaging, and social into tickets, and unifies ticket resolution across channels. Additionally, strong automation and AI capabilities like automating ticket assignment, prioritizing tickets, agent assist, and even sending out canned responses, help streamline the support process. Freshdesk also enhances team collaboration, integrates with a range of third-party tools, offers predictive support capabilities, and field service management. The reporting and analytics features provide insights needed to grow the business.

On the other hand, the Now Platform from ServiceNow is a single, unifying foundation for digital business. It drives transformation to build and automate quickly, future-proof technologies, and deliver great experiences. It optimizes processes, connects data and organizational silos, and accelerates innovation at scale. ServiceNow is renowned for its enterprise-level capabilities that go beyond ticketing, offering extensive IT Service Management (ITSM) functionalities and more.

When looking for the right ticketing tool, it’s essential to compare options like Freshdesk and ServiceNow to identify the best fit for your business requirements.

Freshdesk Overview

Key Features

  • Multi-Channel Ticketing: Freshdesk converts requests from email, web, phone, chat, messaging, and social into unified tickets for resolution.
  • Automations: Advanced automation capabilities handle ticket assignment, prioritization, and response management.
  • AI-Powered Tools: Integrates AI for predictive support, agent assistance, and automated solutions like canned responses.
  • Team Collaboration: Tools to streamline team collaboration including shared inboxes and ticket merging.
  • Third-Party Integrations: Seamless integration with various third-party tools.
  • Field Service Management: Manages tasks and scheduling for field service agents.
  • Reporting and Analytics: Provides in-depth insights and analytics to track performance and identify improvement areas.
  • Customer Satisfaction Ratings: Embedded in ticketing workflows to get feedback from customers.
  • Customizable Dashboards: Tailor-made dashboards to track metrics that matter most to the business.
  • Mobile Support: Robust mobile app to manage tickets on the go.

ServiceNow Overview

Key Features

  • IT Service Management (ITSM): Comprehensive ITSM capabilities to manage IT infrastructure and support services.
  • Automations: Advanced workflows and automations to streamline processes across the organization.
  • AI and Machine Learning: AI-driven insights and machine learning for predictive analysis and automation.
  • Integration Hub: Extensive integration capabilities to connect various systems and data silos.
  • Custom App Development: Allows custom application development to meet unique business needs.
  • Performance Analytics: Provides real-time performance analytics and reporting.
  • Incident Management: Advanced tools for incident tracking and resolution management.
  • Knowledge Management: Built-in knowledge base management to centralize information.
  • Asset Management: Asset tracking and management to maintain IT resources.
  • Mobile Capability: Mobile access enabling ticket management and collaboration on the go.

Similarities

Both Freshdesk and ServiceNow offer robust ticketing systems designed for seamless customer support and efficient incident management. They both provide:

  • Multi-channel ticketing systems to convert requests from various mediums.
  • Automated workflows to streamline ticket management.
  • AI-driven tools for predictive insights and automated responses.
  • Integration capabilities with third-party tools and platforms.
  • Mobile access for managing tickets on the go.
  • Reporting and analytics to provide insights and drive performance improvements.

Differences

Despite their similarities, Freshdesk and ServiceNow differ significantly in scope, capabilities, and target audiences:

  • Scope: Freshdesk primarily focuses on customer support and ticketing, while ServiceNow provides comprehensive ITSM capabilities and broader enterprise service management.
  • User Base: Freshdesk caters to small to mid-sized businesses, whereas ServiceNow is tailored for larger enterprises requiring extensive IT management.
  • Customization: ServiceNow offers more advanced customization and app development tools compared to Freshdesk.
  • Field Service Management: While Freshdesk includes field service management, ServiceNow emphasizes asset management and incident management.
  • Integration Hub: ServiceNow provides a more extensive integration hub to connect various organizational systems.

Pros and Cons

Freshdesk

Pros:

  • User-friendly and intuitive interface.
  • Strong multi-channel support capabilities.
  • Powerful automation and AI features for efficient ticket management.
  • Affordable pricing, suitable for small to mid-sized businesses.
  • Extensive third-party integrations.

Cons:

  • Limited in scope compared to ServiceNow's broader enterprise capabilities.
  • Customization options are not as robust as those in ServiceNow.
  • Advanced features may require higher-tier plans.

ServiceNow

Pros:

  • Comprehensive ITSM and enterprise service management capabilities.
  • Highly customizable with advanced app development tools.
  • Extensive integration capabilities.
  • Strong AI and machine learning features.
  • Robust asset and incident management tools.

Cons:

  • Steeper learning curve due to its extensive capabilities.
  • Higher cost, more suitable for larger enterprises.
  • Might be overkill for businesses only needing basic ticketing.

Use Cases

Freshdesk:

  • Small to mid-sized businesses focusing on unified customer support across multiple channels.
  • Companies looking for user-friendly and intuitive support software.
  • Organizations seeking affordable yet powerful automation and AI capabilities to improve ticket management.
  • Businesses needing tools that enhance team collaboration and streamline support processes.
  • Those requiring strong reporting and analytics features for performance insights.

ServiceNow:

  • Large enterprises needing comprehensive ITSM capabilities.
  • Companies requiring extensive customization to meet unique business processes.
  • Organizations seeking to integrate multiple data sources and systems.
  • Businesses looking for advanced AI and machine learning tools for predictive analysis.
  • Entities with a strong focus on asset management, incident management, and performance analytics.

Conclusion

Comparing Freshdesk and ServiceNow reveals two robust solutions catering to different segments of the market. Freshdesk offers an intuitive, cost-effective ticketing tool ideal for small to mid-sized businesses focusing on customer support. Its multi-channel support, strong automation, and AI capabilities make it an excellent choice for streamlining ticket management and enhancing team collaboration.

ServiceNow, on the other hand, is an enterprise-level ITSM tool with comprehensive capabilities extending well beyond ticketing. It's best suited for larger organizations needing extensive customization, robust asset management, and advanced integration options. Its powerful automation, AI, and machine learning tools, combined with strong incident and performance management capabilities, make it the go-to solution for enterprises looking to optimize processes and drive innovation at scale.

To choose between Freshdesk and ServiceNow, consider the size of your organization, specific needs for IT and customer support, budget, and the required level of customization and integration. Freshdesk is ideal for smaller businesses seeking a powerful yet affordable ticketing solution, while ServiceNow is perfect for larger enterprises requiring extensive IT management and customization capabilities.

Key takeaways 🔑🥡🍕

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