# 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 July 2nd, 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 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (351)](https://www.capterra.com/p/254088/ServiceNow/reviews/) [## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price $19.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.6 Customer Service 4.6 Reviews Sentiment NO Based on [753 reviews](#user-reviews) Positive 713 Neutral 31 Negative 9 [## ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (351)](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 [351 reviews](#user-reviews) Positive 328 Neutral 18 Negative 5 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 4,309 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 4.7 Customizable Fields 4.2 Third-Party Integrations 3.7 Performance Metrics 4.0 \--%Fit Missing features Feature ratings Ticket Management 4.5 Real-Time Notifications NA Customizable Fields NA Third-Party Integrations NA Performance Metrics 4.5 User satisfaction User satisfaction 4.5 User reviews[753](https://www.capterra.com/p/132997/Freshservice/reviews/) Ease of use 4.6 Functionality 4.3 Value for money 4.4 Customer support 4.6 User satisfaction 4.5 User reviews[351](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 $19Per 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 the platform offers..." [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, and because of that maybe..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443) AD Akshay D. IT Manager > "Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) 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 available in higher..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459) AD Akshay D. IT Manager > "It helps streamline IT support processes, improves team collaboration, and provides detailed reporting for tracking SLA compliance and service performance." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) WS Wilben S. Cloud Engineer > "Additionally, for me, it lacks some functionalities like the SLA reset timer, because I tend to breach the SLA, especially when the ticket is only forwarded." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7156605) AD Akshay D. IT Manager > "It helps streamline support operations, improve response times, and maintain service quality through SLA management and reporting. While there are some limitations around..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) 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 adapt your process to..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) 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 are areas for..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846) DM Deepak M. Design Engineer > "The UI can feel laggy at times, and navigating across the platform can be overwhelming due to the large number of options and modules." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7166362) AD Akshay D. IT Manager > "The platform provides a comprehensive IT service management solution with an intuitive interface, efficient ticket management, automation capabilities, and asset tracking..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) DK Deep K. Marketing Manager > "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7157349) 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 to navigate, automation..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) SN Suresh N. Government Consultant > "Advanced reporting and analytics are less intuitive than expected and the ai in use for the platform is very less and can be outdated in future." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176648) Jason F. Service Desk Manager > "The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7158814) AM Ajay M. Technical Architect > "Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) AD Akshay D. Devops Engineer > "The ticketing system is efficient and intuitive, and features like automation rules, SLA management, and a self-service portal help streamline support workflows significantly." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) 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) PG Princy G. Social Media Specialist > "I also appreciate the customization options, detailed reporting, asset management capabilities, and the clean, modern interface that simplifies daily operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785) 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) SB Sakshi B. Senior analyst > "Tracking laptops, software, and other equipment alongside incidents helped our team understand recurring issues and maintain accurate inventory records without relying on..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176825) AT Arun T. Analyst > "SLA management is painful as the reporting, monitoring and analytics are very basic and it would have been better like IT management software." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7179509) MI Marika I. Service Desk Lead > "I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service Desk..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151228) LF Lex F. Platform Admin > "no access to back-end tables if the functionality is not available, there is no way for customization. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209) 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 time to resolution." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079567) 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) AM Ajay M. Technical Architect > "Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has made..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) MJ Mayank J. Global IT Service Delivery Manager > "In case you want to review specific agent availability for a day (with auto assignment on), you can't do that." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) 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 track of requests..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094565) 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) RA Rajesh A. Project manager > "We use Freshservice for managing internal support tickets, and I feel it is very simple and efficient for tracking, managing, and closing requests." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7155860) ST Sean T. Director of Cloud Infrastructure and Operations > "The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151427) 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) WM William M. IT Technician - Process Improvement > "Malfunctioning features, outdated documentation, unclear access to specific items." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153899) RB Rajneesh B. Senior ITSM Consultant > "Making an agent group restricted is much loved by ‘Finance’, ‘Payroll’, ‘People & Culture’, as the restricted feature ensures tickets from these departments are only visible to..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151898) CR Carlos R. Systems Engineer > "The amount of runs that are needed to get a simple action to accomplished is too much for the medium and small size organizations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7152781) JK Justin K. Director Of Support and Data Center Operations > "Having our knowledge base articles, ticketing system, project management, and asset tracking all integrated into one centralized platform is incredibly convenient." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154517) DF Deste F. IT HelpDesk > "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021) 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 previously handled manually." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) BK Bhagyesh K. java backend developer > "Workflows can become confusing and difficult to manage as requirements become more complex and sometimes it get frustrating." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7172950) KG Kevan G. Software enginner > "The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing flexibility, it..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531) 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) DB Denis B. IT Service Manager > "Asset management, service catalog, and automation features work well together and allow us to standardize processes that were previously handled manually." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331) 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) AT Adam T. Team Lead > "This has reduced manual effort and allowed the team to focus more on higher-value technical work, aligning with our broader goal of improving efficiency and service quality" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154579) 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) SS Shubham S. Sr. Network Engineer > "From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7124852) 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) AD Akshay D. Devops Engineer > "On the analytics side, it offers useful but somewhat basic reporting, which works well for standard operational tracking but may require workarounds for advanced reporting..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) 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) 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) MJ Mayank J. Global IT Service Delivery Manager > "major feature missing is - you cant fetch report of Agent availability." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) AD Akshay D. Devops Engineer > "Overall, Freshservice is a strong, easy-to-use ITSM solution best suited for teams that value speed of implementation, simplicity, and automation, rather than deep..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) 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 report." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6861159) TZ Tarik Z. IT > "It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a strong choice for..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7122927) 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) EG Erin G. Director of IT > "We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) LF Lex F. Platform Admin > "Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209) DB Denis B. IT Service Manager > "The Workflow Automator is powerful enough to handle complex approval and provisioning scenarios without requiring custom development in most cases." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331) AM Ajay M. Technical Architect > "Mobile app is a bit clunky too when you're trying to update something quickly on the go." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) EG Erin G. Director of IT > "The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) 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) AC Ajay C. EUS Engineer > "From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the daily workflow..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121029) 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) 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) CR Carlos R. Systems Engineer > "Certain 3rd party connectors (Workday) are cost prohibitive to adopt. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7152781) MB Maki B. Local HR > "The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121028) MI Marika I. Service Desk Lead > "Currently, this option seems limited or not easily accessible within Analytics." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151228) 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) BV Brad V. Professional Services Consultant > "I've configured other ITSM platforms and have found them much more confusing and complicated." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151171) EG Erin G. Director of IT > "Compared to other ticketing platforms we’ve used in the past, Freshservice has been much more open to customer feedback and willing to improve the platform over time. While..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) 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) PG Princy G. Social Media Specialist > "Its intuitive design allowed our team to adopt the system quickly, while automation features streamlined repetitive tasks and improved productivity." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785) 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) 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) JK Justin K. Director Of Support and Data Center Operations > "Formatting the knowledge base articles can be a little rough." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154517) JC Jeff C. IT Assistant Manager > "I especially appreciated how responsive and reliable the platform is, along with the flexibility to customize workflows and reporting based on business needs." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151170) 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) IO Ifediora O. CMDB Manager > "My overall experience with Freshservice has been positive, particularly in terms of usability, flexibility, ticket management, customer support, and cost-effectiveness for IT..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153912) 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) [View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) 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) MW Melinda W. Owner > "It’s also expensive, and customizing workflows often requires technical expertise or developers, which can slow things down..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7142110) VR Verified Reviewer Client Operations Supervisor > "No, what I like the most about service now is it actually is robust and offers a lot of features that are customizable based..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7138706) 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 ticket--Interactions,..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7052335) 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) 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) 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 your..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6676058) KM Kalpesh M. Program Manager > "Also, there is an issue with integration of marketplace products with this suite." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7134655) VR Verified Reviewer Software engineer > "ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6637017) 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) 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) 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 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) Tom E. Senior Frontend Developer > "However the only downside for me is the connectivity issues on occasions." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7121005) 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) KM Kalpesh M. Program Manager > "The cost of installation and support is higher when compared to similar products in the market." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7134655) 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 auto..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815) 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 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) 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) 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) LC Lance C. Solution Architecht > "Some employees report that it was not user-friendly, especially for non-IT professionals." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7138794) NK Norbert K. Salesforce Analyst > "It helps organize work, automates many processes, and supports team efficiency. Despite the initial learning curve, it becomes..." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747) 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) 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) 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) 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) 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) 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) 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) 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) 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 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) 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) 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 > "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) 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) 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) 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) 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) Tom E. Senior Frontend Developer > "ServiceNow puts me in touch with our IT support team usually relatively quickly." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7121005) 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) 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 Analytic Scientist > "Initially, navigating the ServiceNow platform can be a challenge." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840) 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) SM Shubham M. Consultant > "AI integration is still not the best." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6473118) 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) 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) 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) 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) 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) JL John L. Automation Engineer > "UI but it's hard to navigate." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6810764) VK Virginia K. IT Manager > "The drag and drop feature is helpful .It's integration with other apps is seamless making the whole experience sophisticated." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6756012) 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) 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) 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) 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) PH Philip H. Application Administrative Developer > "Sometimes it can be to customizable." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6351976) 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) VR Verified Reviewer Azure Cloud Engineer > "Interface can be cumbersome." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4992308) 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) 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) 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) 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) 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) 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 Analytic Scientist > "ServiceNow is useful for tracking tickets' status." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840) 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) 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) 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) AP Avinash P. Technical support engineer > "Easy ticket management , creating and tracking with servicedesk." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6608854) 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) HW Heather W. Principal Compliance Specialist > "I most like the search and filter functions of the ServiceNow GRC tool." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6536841) 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) CS Carole S. Executive Assistant > "I have had an excellent experience with it and I use it quite often in my job capacity in a very large hospital" [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7012635) 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) Sanchita J. Technical Support Engineer > "Ticket tool is very helpful and just perfect to create and manage every kind of ticket." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6507258) 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) NK Norbert K. Salesforce Analyst > "ServiceNow is a solid and reliable system that I use daily." [See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747) 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) [View Reviews](https://www.capterra.com/p/254088/ServiceNow/reviews/) ## User interface 4.54 (753) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) 4.46 (351) ## 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 - 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 Automation - 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 - 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 Automation - Workflow Management [See all features](https://www.capterra.com/p/254088/ServiceNow/#features) ### Recognition No recognitions have been awarded to Freshservice ServiceNow is recognized as a top-rated tool in 4 Capterra Shortlist reports ### 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/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,083)](https://www.capterra.com/p/164283/Zendesk/reviews/) $19/month Price $115/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 (351)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,083)](https://www.capterra.com/p/164283/Zendesk/reviews/) $100/month Price $115/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/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,460)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $19/month Price $19/month 4.3 Features 4.3 4.6 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-132997/Freshdesk-vs-Freshservice) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (351)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,460)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $100/month Price $19/month 4.5 Features 4.3 4.2 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-254088/Freshdesk-vs-ServiceNow) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $19/month Price R$35/month 4.3 Features 4.7 4.6 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/132997-202528/Freshservice-vs-Milvus) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (351)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $100/month Price R$35/month 4.5 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/202528-254088/Milvus-vs-ServiceNow) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,786)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $19/month Price $15/month 4.3 Features 4.6 4.6 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-132997/LiveAgent-vs-Freshservice) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (351)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [Supremo Remote Desktop](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/) [4.67 (447)](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/reviews/) $100/month Price $199/year 4.5 Features 4.5 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/177094-254088/Supremo-Remote-Desktop-vs-ServiceNow) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.6 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (351)](https://www.capterra.com/p/254088/ServiceNow/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) $100/month Price $20/month 4.5 Features 4.5 4.2 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/227102-254088/JIRA-Service-Management-vs-ServiceNow) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.6 Ease of Use 4.4 [View full comparison](https://www.capterra.com/compare/132997-169505/Freshservice-vs-Zoho-Desk) 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