Freshservice vs ServiceNow Customer Service Management

Dynamics 365

Zendesk Suite

Freshdesk

RingEX

ServiceNow

ManageEngine ServiceDesk Plus

Compare Freshservice and ServiceNow Customer Service Management based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to  automate & manage numerous IT enterprise services. ServiceNow can be used for cloud & virtualization lifecycle management, change orchestration, infrastructure discovery & IT governance.

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.

Access Controls/Permissions

Active Directory Integration

Activity Dashboard

Activity Tracking

Alerts/Escalation

Alerts/Notifications

Approval Process Control

Approval Workflow

Asset Lifecycle Management

Asset Tracking

Assignment Management

Audit Management

Audit Trail

Automated Routing

Backup and Recovery

Barcode/Ticket Scanning

Billing & Invoicing

Budget Tracking

Build Automation

Buy Side (Suppliers)

Canned Responses

Case Management

Catalog Management

Change Management

Change Planning

Change Tracking

Chat/Messaging

Client Portal

CMDB

Collaboration Tools

Completion Tracking

Compliance Management

Compliance Tracking

Configuration Management

Content Management

Contract Drafting

Contract/License Management

Corrective and Preventive Actions (CAPA)

Cost Tracking

Customer Complaint Tracking

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Data Visualization

Device Auto Discovery

Disaster Recovery

Document Management

Document Storage

Drag & Drop

Electronic Signature

Email Management

Email Templates

Event Logs

Feedback Management

For IT Project Management

Forecasting

Forms Management

Full Text Search

Help Desk Management

HR Management

Incident Management

Incident Reporting

Inventory Auditing

Inventory Management

Inventory Optimization

Inventory Tracking

Investigation Management

Issue Auditing

Issue Management

Issue Scheduling

Issue Tracking

IT Asset Management

IT Asset Tracking

IT Incident Management

Knowledge Base Management

Knowledge Management

License Management

Live Chat

Maintenance Management

Maintenance Scheduling

Mobile Access

Mobile Alerts

Mobile App

Monitoring

Multi-Channel Communication

Multi-Channel Management

Multi-Language

Multi-Location

Multiple User Accounts

Onboarding

Order Management

Patch Management

Percent-Complete Tracking

Performance Metrics

Freshservice

Android

Web-based

iPad

iPhone

Systems Administrator

I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.

I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.

Technical Director - Enterprise Cloud Hosting

The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.

IT Technician

The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far.

IT Manager

The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive.

Business Systems Manager

Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.

Field Operation

The like most of this software is easy to use and raise our issue on directly to concern and resolve it faster.

Operations Support Specialist

Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.

IT Service Desk Specialist III

Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system.

Release Manager

Innovation of the product - it constantly change, either with new features or enhanced functionality. The team is always happy to listen to suggestions from their customers and to enhance the product.

IT Supervisor

Affordable All-Inclusive IT Help Desk Solution.

Service Delivery Manager

Lack of Flexibiity to link with other products such as JIRA for example.

Director of IT

Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems.

Flexibility in using products such as  Incidents/Problems/Admin/Solutions etc. I can either log a ticket or speak on the chat - good turn around on wait times.

Director of Product Management

Cloud-based platform provides great customer service.

GSO IT Manager

Ease of use, price, integration options with other applications.

Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users.

Out of the box functionality with default configuration is quick and easy.

Freshservice screenshot: Freshservice ticket automation

Freshservice screenshot: Freshservice tickets

Freshservice screenshot: Freshservice all projects

Freshservice screenshot: Freshservice incidents

Freshservice screenshot: Freshservice open releases

Freshservice screenshot: Freshservice change rules

Freshservice screenshot: Freshservice workflow automator

Freshservice screenshot: Freshservice releases

Freshservice screenshot: Freshservice new deployment

Freshservice screenshot: Freshservice asset management

Freshservice screenshot: Freshservice approvals

Freelancers

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

Microsoft Dynamics 365 is a multi-language, multi-currency enterprise resource planning (ERP) software. The solution is designed for midsize and larger companies, and is fully customizable and extensible through its rich development platform and tools.

Designed to give you a flexible, mobile, and powerful cloud phone system. Experience HD-quality web, audio, and video, along with one-click functionality and webinar capabilities with RingCentral Video. Promote collaboration with team messaging, unlimited SMS, and more.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

ServiceNow Customer Service Management (CSM) is a comprehensive product designed simplify and improve the customer service experience. With CSM, companies can streamline their processes, automate their workflows, and provide self-service options for customers to engage on their channel of choice.

Freshservice vs ServiceNow Customer Service Management Comparison (2026)

Freshservice

ServiceNow Customer Service Management

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives