ServiceNow vs Freshdesk

Jira

Zendesk Suite

Zoho Desk

Salesforce Service Cloud

JIRA Service Management

Help Scout

Fresh is Best!

Compare ServiceNow and Freshdesk based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2025.

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from various app integrations.

Jira is the leading issue and project tracking software for agile teams. It helps plan, track, and release world-class software by breaking down big ideas into achievable steps. Jira offers features like task organization, work alignment to goals, customizable workflows, and real-time data insights to optimize team performance.

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.

Activity Dashboard

Alerts/Escalation

Alerts/Notifications

Approval Process Control

Asset Lifecycle Management

Asset Tracking

Automated Routing

Availability Management

Capacity Management

Change Management

Client Portal

Compliance Management

Configurable Workflow

Configuration Management

Contract/License Management

Cost Management

Cost Tracking

Customizable Branding

Dashboard

Data Import/Export

Data Mapping

Data Storage Management

Data Visualization

Drag & Drop

Email Management

Employee Management

Financial Management

Graphical User Interface

Impact Management

Incident Management

Integrated Business Operations

Integrated Development Environment

Inventory Management

Issue Auditing

IT Asset Management

IT Asset Tracking

IT Cost Management

IT Reporting

Knowledge Base Management

Knowledge Management

License Management

Lifecycle Management

Macros/Templated Responses

Multi-Cloud Management

Performance Metrics

Performance Monitoring

Prioritization

Problem Management

Project Management

Real-Time Analytics

Real-Time Chat

Real-Time Data

Real-Time Reporting

Real-Time Updates

Relationship Mapping

Remote Access/Control

Reporting & Statistics

Reporting/Analytics

Request Assignment

Search/Filter

Self Service Portal

Service Catalog

Service Level Agreement (SLA) Management

Status Tracking

Support Ticket Management

Support Ticket Tracking

Surveys & Feedback

Task Management

Version Control

Workflow Management

ServiceNow

Android

Web-based

Windows

iPad

iPhone

Operations Manager

IT has improved our customer satisfaction and we have seen great adoption internally. This buy in and results has created good value for us that we are learning how to convert to sustainable revenue.

Project Lead

KB and Articles for support documents are good. ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.

Architect

It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness. Integrating with other tools is most popular in SNOW with easy REST API.

Programmer Analyst

The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc  are signs of great features.

Technical support

Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.

Senior Desktop Support Technician

The customizability and integration options in ServiceNow are fantastic. Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing.

Consultant

Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

Process Associate

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

Offshore Consultant

Overall it was a good learning platform and also came to know various things that are present and which are available to use so can say had a good experience with the tool.

IT Supervisor

I enjoyed Service Now and believe it's the best ticketing system tool out there.

Systems Engineer

The product is fairly easy to use if you are tracking and resolving service tickets or change requests. I like being able to granularly customize my dashboard.

The interface is VERY easy to read and user friendly. The application has so many different functionalities like: Knowledge base, Equipment tracking, RMA, chat, etc.

Principal Solutions Architect

Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.

IT Governance Manager 

It is straightforward and can help manage related templates, knowledge and tickets and SLAs for help desk.

Associate

It is one of the best ticket management. It allows you to create tickets under any of the projects that is already mapped to the service now accounnt.

Sr. Manager, IT Services

Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.

Sales Coordinator Foodservice Division

Interface can sometimes be confusing, a lot of data housed in one place and not easy to navigate to exactly what you're looking for.

Principal Program Management

The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit.

ServiceNow screenshot: ServiceNow ITSM

ServiceNow screenshot: ServiceNow Scaled Agile Framework (SAFe)

ServiceNow screenshot: ServiceNow Service Management

ServiceNow screenshot: ServiceNow Assignments 

ServiceNow screenshot: ServiceNow Reports

ServiceNow screenshot: ServiceNow Reporting

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers with communities. Track key contact center metrics in real-time. And enable every employee to deliver outstanding service at every point of interaction.

Help Scout is a shared inbox, help center, and live chat software that gives your team the tools needed to easily manage customer communications. The platform offers a range of features, including AI-powered tools, integrations, and analytics, to empower both your team and your customers.

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 vs Freshdesk Comparison (2025)

ServiceNow

Freshdesk

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives