# Compare Freshservice vs ServiceNow 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Freshservice and ServiceNow based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/132997-254088/Freshservice-vs-ServiceNow --- # Freshservice vs ServiceNow Features and Cost Comparison Last updated March 23rd, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: FreshserviceServiceNow2/4 selected [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) [## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price $29.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.6 Customer Service 4.5 Reviews Sentiment Based on [683 reviews](#user-reviews) Positive 644 Neutral 30 Negative 9 [## ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) Starting Price $100.00/month Value-for-Money 4.1 Functionality 4.5 Ease of Use 4.2 Customer Service 4.3 Reviews Sentiment Based on [344 reviews](#user-reviews) Positive 321 Neutral 18 Negative 5 What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 4,595 reviews from help desk software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 78%Fit High performer Feature ratings Ticket Management 4.7 Real-Time Notifications 4.6 Customizable Fields 4.0 Third-Party Integrations 3.7 Reporting/Analytics 4.2 \--%Fit Missing features Feature ratings Ticket Management 4.5 Real-Time Notifications NA Customizable Fields NA Third-Party Integrations NA Reporting/Analytics 3.7 User satisfaction User satisfaction 4.5 User reviews[683](https://www.capterra.com/p/132997/Freshservice/reviews/) Ease of use 4.6 Functionality 4.3 Value for money 4.4 Customer support 4.5 User satisfaction 4.5 User reviews[344](https://www.capterra.com/p/254088/ServiceNow/reviews/) Ease of use 4.2 Functionality 4.5 Value for money 4.1 Customer support 4.3 Price starts from Price starts from $29Per User, Per Month - Free version - Free trial Price starts from $100Per User, Per Month - Free version - Free trial Best for Best for Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform. Best for ServiceNow CMDB is used by IT departments, system administrators, IT operations managers, digital product teams, and enterprise organizations. ## User reviews Pros & cons NO Nathalie O. Scrum Master IT > "During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459) AC Ariel C. Technical Support Analyst > "The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices,..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443) Praphul Kumar P. Tech lead sr System Admin > "It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846) DV David V. Customer Supoort Manager > "The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459) LB Lucas B. IT Service Desk Analyst > "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) LB Lucas B. IT Service Desk Analyst > "Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) BC Brendan C. Senior Solutions Engineer > "There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079567) MD Mark D. Director of Operations > "I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent...." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082783) Stefan D. Senior IT Tehnician > "User-friendly interface, efficient ticket management, strong automation, and helpful integrations that streamline IT support tasks and improve team..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113038) CY Chandresh Y. AVP-IT > "Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478) CT Cameron T. IT Service Desk Analyst > "FreshService has been great for our organisation and has been the backbone of our IT Service desk environment, allowing us to triage incidents and keep..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094565) JC Josh C. Help Desk and System Admin > "There are some minor ui issues, and running reports can be a hassle to get the data you are looking for." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079621) SD Stefan D. Senior System Analyst > "The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111427) BM Bruno M. VP IT > "not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) DF Dominique F. Systems Administrator > "The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) LS Lumo S. Systems Analyst > "Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779) RM Rakesh M. Senior IT Infra Executive > "It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115673) MS Matt S. Systems Administrator > "The lack of customizability for certain things, such as templates." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094559) TE Trajkovi E. Principal Analyst > "It streamlines IT service management by combining ticketing, automation, and reporting in a single platform." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118803) JC Johnny C. Support Engineer > "It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079568) ARS Abdul Rehman S. Director Information Technology - Service Delivery and Engineering > "It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118062) MO Mark O. Head of Managed Services > "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) MM Mahesh M. IT Security Engineer > "Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394) TG Taylor G. Head of Product > "New accounts can easily get locked if API usage is high." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086052) AB Aimé B. Skol Brewery Limited > "Clients can submit tickets through a simple portal, email, or service catalog without confusion, which reduces friction and increases adoption." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7103029) BF Brandon F. Service Desk Supervisor > "In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6861159) BC Brayden C. IT > "Freshservice has been a reliable and intuitive ITSM tool for our team, streamlining tickets and automating workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113396) CK Chris K. Senior Director Global Ops and Support > "We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111527) EW Evelyn W. IT Assistant > "Reports page lets you drag widgets, build charts fast, and the change‑calendar puts planned work neat on timeline" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6803820) JS Jeremy S. IT Project Manager > "Some bugs that cause annoying alerts to be generated." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524) NO Nathalie O. Scrum Master IT > "For any team looking to blend custom coding with modern automation, Freshservice provides a solid, dependable foundation." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459) BM Bruno M. VP IT > "I am unable to get a support person when having a question or needing help configuring." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) MS Mike S. Sr. Application Analyst > "Easy tracking of issues across various business sectors giving an easy to understand history of open issues and where they are in the development life..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082166) SB Shivraj B. IT MANAGER > "Agent responses are not coming while exporting the tickets." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571) Praphul Kumar P. Tech lead sr System Admin > "Task and workflow management are strong, allowing me to streamline processes across different teams effectively." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846) MO Mark O. Head of Managed Services > "The available licensing is not as flexible as other tools." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) AM Akil M. Asst. Manager > "The platform makes it easier to manage workloads, track issues, and ensure accountability across the team." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7119075) JB Joe B. Desktop Support Engineer > "Unfortunately, due to this, I haven't been able to get my managers to purchase it." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535) DF Dominique F. Systems Administrator > "Asset management is also a strong feature as it allows us to properly track our IT equipment lifecycle." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) EJ Elvin J. IT Manager > "Category set up is always a tedious task, but not due to Freshservice." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115661) FA Frank A. Digital Services Manager > "The connector apps are very useful - especially for asset matching to vendors warranty sites like with Dell." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082306) JF Javier F. Partners Responsible > "Reporting features could be more robust, and it lacks some advanced customization options." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6508286) CC Christian C. IT Specialist > "On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086042) NB Norman B. Director Technology Strategy at TELUS > "For small teams, some options may feel too advanced and are not always used." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7014939) Stefan D. Senior IT Tehnician > "Positive experience; Freshservice simplifies IT service management, improves organization, and helps teams handle support requests more efficiently." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113038) JB Joe B. Desktop Support Engineer > "Sometimes I don't want to contact support..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535) DF Dominique F. Systems Administrator > "It has improved accountability, response tracking, and overall service delivery within our IT department." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) PM Phillip M. ICT Support Officer > "The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___5013674) JYM Jean-Yves M. IT Manager > "Freshservice is easy to customize and can be easily adjusted to the usage in many departments requesting task follow-up (IT, Human Ressources,..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7085074) MLL Mei Leng L. Business Analyst > "The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4985992) Anida P. Graphic designer > "The interface is intuitive, which helps streamline my daily workflow as a graphic designer." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115614) GP Gabriel P. It service manager > "After being a client for years they are not open to negotiating license costs." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6839838) JM Jorge M. IT COORDINATOR > "It has clearly improved how support requests are handled and has made IT service management more structured and efficient." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079561) TW Tim W. IT > "Not good for inventory management, missing some features" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6622023) NO Nathalie O. Scrum Master IT > "Freshservice stands out as a robust ITSM solution that balances user-friendly design with deep technical flexibility." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459) BD Benjamin D. Integration lead > "Lack of integration with some of our other applications." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6573500) KB Kenny B. VP, IT > "We can now better manage problems, requests, inventory, and change management which were tough initially." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111452) JTP Joria Tolitz P. IT Service Desk Administrator > "We could not create a custom place holder that we can use on canned responses, workflow, etc." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4979836) JS Jeremy S. IT Project Manager > "Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524) VR Verified Reviewer Solutions Architect > "It does it's job as a ticketing system and a KB for the support teams, but it isn't a system that you would be happy, or at least pleased, to work with." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4723638) SB Shivraj B. IT MANAGER > "I’ve made many customizations based on our business requirements, which have been very beneficial for our company." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571) KS Karthic S. IT Officer > "account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4993763) SD Stefan D. Senior IT Tehnician > "It streamlined support workflows, improved response times, and made daily IT operations much easier to manage." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115901) SO Seun O. Snr System Analyst & Integrator > "the inability to register certificates and certain operational activity" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4980044) NE Niels E. IT Coordinator > "The tool fits the needs of our organization, and allows our IT department to work efficiently." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7097203) NG Navaneeth G. Associate Manager - IT > "The customization options can be a bit overwhelming, especially for new users." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4973777) AL Alexander L. Senior Systems Administrator > "Getting users to submit ticket is painless compared to our old Dynamics based in house ticketing tool." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094649) SA Samuel A. Software > "Steep initial setup, complex rules management, and occasional performance hiccups." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4825510) MM Mahesh M. IT Security Engineer > "The platform also integrates well with other tools, which helps maintain better visibility across IT operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394) MK Micah K. network administrator apprentice > "mobile app doesn't have the same versatility the web version has, should be updated more frequently." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4873004) MP Mili P. Data Analyst-DBA > "We’ve also received feedback from our staff that creating tickets now takes less time compared to the previous system, which they greatly appreciate." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7100483) Sarah H. System Administrator > "I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3586871) MM Mahesh M. IT Security Engineer > "It provides a reliable ITSM platform that simplifies incident management processes." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394) RP Ron P. Systems Administrator > "The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3865912) LS Lumo S. Systems Analyst > "Once configured well, it significantly improves team efficiency, visibility, and service quality across IT operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779) YH Youssef H. disagner > "I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4573432) CY Chandresh Y. AVP-IT > "It empowers IT teams to be more efficient without drowning them in complexity a rare combination in ITSM platforms." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478) GC Geoff C. Director of Information Services > "Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3932151) NT Nate T. Sr SysAdmin > "great, we use it everyday and it also integrates with our cloud apps and slack chat well." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7117883) OB Olly B. Senior IT Operations Specialist > "Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3984900) [View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) VR Verified Reviewer Software Developer and Consultant > "Overall, ServiceNow has been an effective platform that streamlines operations and supports structured Change Management,..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7065821) VR Verified Reviewer Knowledge Specialist > "At times, especially as a beginner, it may be hard to navigate with all the various levels of a customer..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7052335) VR Verified Reviewer Director > "There is a big number of modules one can add to the platform, including software and hardware inventory, business..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6815963) VR Verified Reviewer Software Developer and Consultant > "The platform can be complex to manage, especially in Change Management where configurations can become cumbersome, and it can..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7065821) JG Justin G. IT Specialist > "ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6857598) NT Nishant T. Sr analyst > "It is costly for SME firms When integrated to outlook, it produce too many auto mailers, which can disturb corporate user now..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6780060) VR Verified Reviewer Customer Marketing Manager > "ServiceNow helps our company organize, interpret and develop data using dashboards." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7054402) GT George T. Operations Manager > "The typing shortcuts usually used in other softwares have different functions that are misleading for example if you type..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6848174) VR Verified Reviewer Software Engineer > "Provides a simple interface that is consistent across all modules and allows end users to have a sikilar experience for all..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6820646) YO Yewande O. HR Coordinator > "Bugs and issues was difficult to resolve as it requires reaching out to customer support all the time" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7049544) JG Justin G. IT Specialist > "Streamlined ticket tracking, customizable workflows, strong automation, and easy integration with ITSM tools." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6857598) TB Thomas B. Risk and Compliance Consultant > "It feels less like buying a house and more like going to the hardware store and buying lumber and supplies. " [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664) Sofia B. Senior Test Engineer > "It also allows for wide customization to create your own process flows and manage tickets for almost any internal process..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6676058) SG Shaun G. Continuous Improvement Analyst > "ServiceNow may be able to be customized in a way that makes it an overall better experience, but as a user from multiple..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6531246) VR Verified Reviewer Software engineer > "ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6637017) JL John L. Automation Engineer > "The links are long guids and hard for humans to understand vs something like jira." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6810764) AK Ahmed K. Consultant Specialist > "It serves as a highly integrated platform that connects all these functions, making it easier to track progress, resolve..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6734940) SN Suraj N. Inside Product Specialist > "sometimes when I have raised the HR ticket, the resolution provided is not upto the mark or is unsolved." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6458767) RG Roman G. Sr. Manager, Internal Audit > "It allows a good customization for different workflows, has connectivity to multiple applications and allows creating..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) RS Robert S. Data Analyst > "Combining data from multiple tables/sources is not straightforward." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6550813) RG Roman G. Sr. Manager, Internal Audit > "Great experience, ServiceNow used as a ticketing tool for access provisioning, change management processes, as well as to..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) RK Rishi K. ITSM Consultant > "Depending on the level of customisation required, servicenow can get expensive to implement." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6539189) CtM Cátia M. ServiceNow Consultant > "Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6525115) JF Javier F. Partners Responsible > "Integration with third-party applications can be challenging at times." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6499587) VR Verified Reviewer Director > "Makes it easy to locate resources that are on the ground on a per-user basis as well, so it helps for risk management in..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6815963) Naveen C. Senior Technical Manager > "Also customizing for specific enterprises is bit time consuming." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6640022) NK Norbert K. Salesforce Analyst > "It helps organize work, automates many processes, and supports team efficiency. Despite the initial learning curve, it..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747) HW Heather W. Principal Compliance Specialist > "I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6536841) Andrew R. Cyber Security and Compliance > "I loved how it allow easy ticket escalation and allowed collaboration with other departments." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7103624) TB Thomas B. Risk and Compliance Consultant > "Its junk if everyone on your teams are really new to it. " [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664) JB Jonathan B. Digital Business Analyst > "It's a very clean software, making it extremely transparent to all users on how to raise and track their cases while giving..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6437241) AF Alexia F. CMO > "The learning curve can be steep, and some features feel a bit overwhelming at first." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6499574) SN Suraj N. Inside Product Specialist > "ability to unify and automate workflows across an organization, making it an incredibly powerful tool for enhancing..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6458767) RG Roman G. Sr. Manager, Internal Audit > "Company support website and its chat bot are not easy to search through or get relevant information." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) EP Eduardo P. Security Analyst Manager > "Their platform is very open and customizable, allowing us to tailor workflows to our needs." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6777458) VR Verified Reviewer Analytic Scientist > "Initially, navigating the ServiceNow platform can be a challenge." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840) MP Mattia P. IT Operations Manager > "An excellent ticketing product, definitely the most famous, it allows for many integrations, many of which are already ready..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6867173) JL John L. Automation Engineer > "UI but it's hard to navigate." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6810764) SM Shreyash M. Manager > "Pretty reliable ticket and issue tracking system and can be very useful in managing all communication." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6849204) SM Shubham M. Consultant > "AI integration is still not the best." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6473118) VR Verified Reviewer Analyst > "I use it occasionally to enter tickets and it's pretty easy for me to track the progress. If anything changes, it notifies me..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6431623) PH Philip H. Application Administrative Developer > "Sometimes it can be to customizable." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6351976) VR Verified Reviewer Senior Desktop Support Technician > "Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6280551) MW Michael W. Owner > "Training curve for new employees can be a pain." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6667847) MA Misbah A. Product and Manufacturing Engineer > "ServiceNow has helped our company implement workflows for our processes that are hard or monotonous to manage." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6693819) VR Verified Reviewer Logistics Specialist > "A bit slow loading speed when there are multiple tabs open" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6129853) CS Cherif S. HR Manager > "It has seamless features that are very easy to apply so managing our IT has been easy and efficient." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7115433) HH Hassan H. Cyber Security Analyst > "Due to extensive feature it offers, sometimes its difficult to find appropriate section which we are looking for and its does..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3778804) JR Janessa R. Product Marketing Manger > "Improved user interface with streamlined dashboards that make it easy to get and give insight into work." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6842669) DP Dulsy P. Project manager associate > "Documentation ordering is not easy to understand the flow of product" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4720443) NK Norbert K. Salesforce Analyst > "It also integrates easily with other systems like Salesforce CRM for example" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747) VR Verified Reviewer Azure Cloud Engineer > "Interface can be cumbersome." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4992308) RK Rishi K. ITSM Consultant > "Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6539189) RB ROB B. Operations Manager > "Cost, it is not equitable for small businesses." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6191616) VK Virginia K. IT Manager > "The drag and drop feature is helpful .It's integration with other apps is seamless making the whole experience..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6756012) VsrP Vidya sagar reddy P. Cloud Support Engineer > "Its very complex with multiple development modules, sometimes its very heavy to load and it takes time opening few links." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3818089) MS Manon S. Associate software engineer > "It automatically routed service requests to the right team, speeding up our response times significantly." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6356329) VR Verified Reviewer IT Systems Engineer II > "The clunkiness of the product was discouraging." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___5086346) VR Verified Reviewer Software engineer > "ServiceNow is a great tool for any IT management it improves overall productivity by streamlining complex workflows." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6637017) SS Sudhir S. CASS Lead > "This led to a number of internal complaints as we had to requests the users to open new tickets for the same request." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4588741) PP Prachi P. Manager > "Effective and easy to use interface, with the ability to configure workflows to suit varying processes." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6834638) UM Uddipan M. Data Engineering Manager > "Sometimes UI response it bit slow which makes users to wait before form response." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3711774) TB Thomas B. Risk and Compliance Consultant > "It provides an incredibly flexible ticket and project platform. " [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664) SN Soumalya N. Architect > "Changes created by “Copy Change” can not be tracked separately" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3815836) LS Lewis S. Systems and Network technician > "Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6438804) SN Soumalya N. Architect > "OOB baseline does not support some level of access control for change which it should have" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3815836) Rohit M. software development engineer > "We have been using ServiceNow for ITSM and CSM modules from couple of years now, they are consistent and in every 6th month..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4869448) Chetan T. Customer Experience Director > "Custom applications running on SNOW can be a little buggy at times." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3813097) Andrew R. Cyber Security and Compliance > "It has a great user interface that is very easy to manipulate and learn from an end user perspective." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7103624) SS Sudhir S. CASS Lead > "In the past, we have had challenges in re-opening the service now tickets once they were closed in error." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4588741) CS Cherif S. HR Manager > "It is very intuitive and easy to use so new user with no technical skills do not struggle to navigate this tool." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7115433) VR Verified Reviewer Mechanical Engineer > "The self service portal is hard to use for tracking your requests." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4631061) SD Suzanne D. Engineer > "It integrates with a lot of other systems and has many other modules that can be added" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6727422) UG Utkarsh G. Administrator > "Sometimes there is some seconds latency in opening tickets, this needs improvement" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4523663) VR Verified Reviewer Analytic Scientist > "ServiceNow is useful for tracking tickets' status." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840) AV Ashish V. Solution Architect > "Its difficult to manage it through mobile devices." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3509462) Naveen C. Senior Technical Manager > "I have been using since more than 5 years for Incident management and lifecycle of incidents and it really helped." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6640022) Kavindu Githsara K. System Specialist > "However, its cost and complexity may be drawbacks for some users" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4389173) SM Shreyash M. Manager > "Has easy integration with multiple systems" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6849204) VR Verified Reviewer Staff Engineer > "There own resolution systems are slow sometimes" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3858620) [View Reviews](https://www.capterra.com/p/254088/ServiceNow/reviews/) ## User interface 4.53 (683) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) 4.46 (344) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Access Controls/Permissions 207 Important Activity Dashboard 150 Important AI Copilot 120 Important Freshservice Top features 31/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/132997/Freshservice/#features) ServiceNow 18/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/254088/ServiceNow/#features) ### Recognition No recognitions have been awarded to Freshservice No recognitions have been awarded to ServiceNow ### Deployment & support Freshservice Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ServiceNow Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Freshservice - By Freshworks - Located in United States - Founded in 2011 ServiceNow - By ServiceNow - Located in United States - Founded in 2012 ## Popular Comparisons [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) $29/month Price $39/month 4.3 Features 4.4 4.6 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/132997-164283/Freshservice-vs-Zendesk) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) $100/month Price $39/month 4.5 Features 4.4 4.2 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/164283-254088/Zendesk-vs-ServiceNow) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 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