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ServiceNow vs Freshservice Comparison (2026)
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4.8
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4.4
Good recommendations?
ServiceNow
4.5
(361)5
199
4
139
3
18
2
2
1
3
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Freshservice
4.5
(805)5
496
4
268
3
32
2
7
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
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.
Freshservice offers complete ITSM workflow automation with best-in-class ticketing, powerful CMDB, Service Catlog, KnowledgeBase & more for your Service Desk.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.5
361
5
4
3
2
1
199
139
18
2
3
- Value for money
- Ease of use
- Features
- Customer support
78%
would recommend this app4.5
805
5
4
3
2
1
496
268
32
7
2
- Value for money
- Ease of use
- Features
- Customer support
84%
would recommend this appPros
“Its ability to centralize and automate workflows—everything from IT support tickets to HR and operations—making processes faster, more organized, and easier to manage in one platform.”
MW
Melinda W.
Owner
“ServiceNow provides strong workflow automation, customizable modules, and clear reporting, and its Change Management features make it easy to track, approve, and control changes consistently.”
Jared S.
Software Developer and Consultant
“ServiceNow also helps organizations maintain better security practices through access controls, monitoring, and detailed records.”
EV
Edwin V.
Dev Manager
Pros
“The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform.”
EG
Erin G.
Director of IT
“It provides a solid set of features that support IT service management and helps streamline operations. While there is still room to improve our understanding of all its capabilities, it has been an effective tool in supporting our day-to-day processes”
MN
Marcela N.
Service Analatycx
“We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems.”
DB
Denis B.
IT Service Manager
Cons
“What I don’t like or like the least about service now is the interface is a bit complicated if you are not that technical especially the CSM or customer service management interface but other than that, everything is cool”
Gerrol C.
Client Operations Supervisor
“Whilst using ServiceNow, I do have connectivity issues occasionally where, I receive messages stating the conversation has timed out.”
Tom E.
Senior Frontend Developer
“It lacks support for more native processes (like templates for common processes) so you can minimize custom code.”
Sofia B.
Senior Test Engineer
Cons
“We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption.”
EG
Erin G.
Director of IT
“The CMDB functionality had several issues, and the overall Freshservice UI can be difficult to navigate. While the ticketing features are simple and user-friendly, other modules do not feel as intuitive or streamlined.”
RA
Rajesh A.
Project manager
“The text editor can sometimes feel clunky or inconsistent when trying to align images, adjust fonts, or maintain clean styling across different articles.”
JK
Justin K.
Director Of Support and Data Center Operations
- Vendor responds to reviews
- Last review20 days ago
- Vendor responds to reviews
- Last review14 days ago
Key features
- Total features78
- AI Copilot
- AI Summarization
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Availability Management
- Barcode/Ticket Scanning
- Billing & Invoicing
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Management
- Cost Tracking
- Customer Complaint Tracking
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Mapping
- Data Storage Management
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Management
- Employee Onboarding
- Event Logs
- Feedback Management
- File Sharing
- Financial Management
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- Graphical User Interface
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Cost Management
- IT Incident Management
- IT Reporting
- Impact Management
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Integrated Business Operations
- Integrated Development Environment
- Interaction Tracking
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- License Inventory
- License Management
- License Tracking
- Lifecycle Management
- Live Chat
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Cloud Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- On Call Scheduling
- Onboarding
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Policy Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Purchase Order Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Ticket Management
- Version Control
- Workflow Management
- Total features180
- AI Copilot
- AI Summarization
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Availability Management
- Barcode/Ticket Scanning
- Billing & Invoicing
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Management
- Cost Tracking
- Customer Complaint Tracking
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Mapping
- Data Storage Management
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Management
- Employee Onboarding
- Event Logs
- Feedback Management
- File Sharing
- Financial Management
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- Graphical User Interface
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Cost Management
- IT Incident Management
- IT Reporting
- Impact Management
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Integrated Business Operations
- Integrated Development Environment
- Interaction Tracking
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- License Inventory
- License Management
- License Tracking
- Lifecycle Management
- Live Chat
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Cloud Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- On Call Scheduling
- Onboarding
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Policy Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Purchase Order Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Ticket Management
- Version Control
- Workflow Management
Integrations
- Total integrations77
- 3CLogic
- ADP Workforce Now
- AWS Lambda
- AlertOps
- Amazon Redshift
- Apiiro
- Apizee
- Apptio Platform
- Aria Platform
- Azure DevOps Server
- BambooHR
- BeyondTrust Remote Support
- BigID
- BigQuery
- Bitbucket
- Box
- Bright Pattern
- Checkmarx
- ClickUp
- Coda
- Cofense PhishMe
- Copper
- CrowdStrike
- DeepL Pro
- Docusign
- DomainTools
- Dropbox
- Dynamics 365
- Dynatrace
- Expertflow Contact Center
- Fairmarkit
- Five9
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Workspace
- Greenhouse
- Harvest
- HubSpot CRM
- IBM Instana
- IFTTT
- Infocert Sign
- Iru
- JIRA Service Management
- Jira
- Lacework
- LogMeIn Rescue
- LogMeIn Resolve
- LogicMonitor
- ManageEngine Endpoint Central
- ManageEngine Remote Access Plus
- ManageEngine ServiceDesk Plus
- Metrikus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft SharePoint
- Microsoft Teams
- Microsoft Viva Engage
- NetBrain
- Netskope Active Platform
- Netskope One Platform
- New Relic
- NinjaOne
- Norma by Quality Clouds
- ODBC Driver for ServiceNow
- ONEiO
- Okta
- OneLogin
- OpsGenie
- OpsRamp
- Oracle PeopleSoft
- PagerDuty
- Pentaho
- Personio
- Ping Identity
- Pipedrive
- Pivotal Tracker
- Qualys Cloud Platform
- QuickBooks Online Advanced
- Rocketlane
- Rubrik
- SAP S/4HANA Cloud
- SAP SuccessFactors HCM
- SailPoint
- Salesforce Marketing Cloud
- Salesforce Sales Cloud
- ScienceLogic
- Secureworks
- ServiceNow
- Silverfort
- Slack
- Smartling
- Smartsheet
- Snowflake
- Snyk
- Splunk Enterprise
- Squadcast
- SurveyMonkey
- Tableau
- TeamViewer DEX
- TeamViewer Frontline
- TeamViewer ONE
- Teramind
- Terraform
- The Anomali Platform
- TrueCommerce PIM
- VBrick
- VMware Aria
- Vectra AI Platform
- Webex Suite
- Whispir
- Workable
- Workato
- Workday HCM
- WorkflowMax
- Zabbix
- Zapier
- Zight
- Zoho CRM
- miniOrange
- monday AI Work Platform
- strongDM
- xMatters
- Total integrations65
- 3CLogic
- ADP Workforce Now
- AWS Lambda
- AlertOps
- Amazon Redshift
- Apiiro
- Apizee
- Apptio Platform
- Aria Platform
- Azure DevOps Server
- BambooHR
- BeyondTrust Remote Support
- BigID
- BigQuery
- Bitbucket
- Box
- Bright Pattern
- Checkmarx
- ClickUp
- Coda
- Cofense PhishMe
- Copper
- CrowdStrike
- DeepL Pro
- Docusign
- DomainTools
- Dropbox
- Dynamics 365
- Dynatrace
- Expertflow Contact Center
- Fairmarkit
- Five9
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Workspace
- Greenhouse
- Harvest
- HubSpot CRM
- IBM Instana
- IFTTT
- Infocert Sign
- Iru
- JIRA Service Management
- Jira
- Lacework
- LogMeIn Rescue
- LogMeIn Resolve
- LogicMonitor
- ManageEngine Endpoint Central
- ManageEngine Remote Access Plus
- ManageEngine ServiceDesk Plus
- Metrikus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft SharePoint
- Microsoft Teams
- Microsoft Viva Engage
- NetBrain
- Netskope Active Platform
- Netskope One Platform
- New Relic
- NinjaOne
- Norma by Quality Clouds
- ODBC Driver for ServiceNow
- ONEiO
- Okta
- OneLogin
- OpsGenie
- OpsRamp
- Oracle PeopleSoft
- PagerDuty
- Pentaho
- Personio
- Ping Identity
- Pipedrive
- Pivotal Tracker
- Qualys Cloud Platform
- QuickBooks Online Advanced
- Rocketlane
- Rubrik
- SAP S/4HANA Cloud
- SAP SuccessFactors HCM
- SailPoint
- Salesforce Marketing Cloud
- Salesforce Sales Cloud
- ScienceLogic
- Secureworks
- ServiceNow
- Silverfort
- Slack
- Smartling
- Smartsheet
- Snowflake
- Snyk
- Splunk Enterprise
- Squadcast
- SurveyMonkey
- Tableau
- TeamViewer DEX
- TeamViewer Frontline
- TeamViewer ONE
- Teramind
- Terraform
- The Anomali Platform
- TrueCommerce PIM
- VBrick
- VMware Aria
- Vectra AI Platform
- Webex Suite
- Whispir
- Workable
- Workato
- Workday HCM
- WorkflowMax
- Zabbix
- Zapier
- Zight
- Zoho CRM
- miniOrange
- monday AI Work Platform
- strongDM
- xMatters
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