# Freshservice vs ServiceNow Customer Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in **customization** , allowing users to configure and personalize nearly every aspect of the platform. This flexibility is highlighted by users who appreciate the intuitive interface for generating key metrics and the ability to fine-tune workflows to match their operations.
- **Users say** that ServiceNow Customer Service Management shines with its **robust ticketing system** , which significantly aids in managing high volumes of client emails. Reviewers find the clean dashboard particularly helpful for quickly assessing responses and tracking workflow, making it a strong choice for teams handling numerous customer interactions.
- **According to verified reviews** , Freshservice is praised for its **ease of use** , with many users noting that the platform is very intuitive. The automation features are particularly beneficial for daily tasks, enhancing productivity and streamlining operations.
- **Reviewers mention** that ServiceNow Customer Service Management offers **strong case management** and workflow automation capabilities. Users appreciate the AI-powered recommendations that help resolve customer issues more quickly, showcasing the platform's ability to enhance team efficiency.
- **G2 reviewers highlight** that Freshservice provides a highly **flexible support and business admin dashboard** , which is fully featured and continuously updated with new functionalities. This ongoing development keeps the platform relevant and responsive to user needs.
- **Users report** that while ServiceNow Customer Service Management has a solid feature set, some find it less **user-friendly** compared to Freshservice, particularly in terms of setup and administration. This can pose challenges for teams looking for a straightforward implementation process.



| | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,344 | 490 | 
| **Largest Market Segment** | Mid-Market (61.8% of reviews) | Enterprise (54.7% of reviews) | 
| **Entry Level Price** | $19.00 | No pricing available | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (158 reviews)
- Features (89 reviews)

Cons:
- Missing Features (54 reviews)
- Limited Features (42 reviews)

### ServiceNow Customer Service Management

Pros:
- Ease of Use (34 reviews)
- Features (26 reviews)

Cons:
- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)

---
## Ratings Comparison
| Rating | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1190 reviews) | 8.7 (235 reviews) | 
  | **Ease of Use** | 9.2 (1195 reviews) | 8.5 (353 reviews) | 
  | **Ease of Setup** | 8.8 (980 reviews) | 8.0 (216 reviews) | 
  | **Ease of Admin** | 9.0 (963 reviews) | 8.4 (93 reviews) | 
  | **Quality of Support** | 9.0 (1150 reviews) | 8.4 (289 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (938 reviews) | 8.5 (95 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1172 reviews) | 9.1 (232 reviews) | 

---
## Pricing

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 9.0/10 | 5 |
| **ServiceNow Customer Service Management** | 8.2/10 | 112 |

#### Ticket and Case Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.0 (78 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.8 (79 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.8 (82 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.4 (72 reviews) | 
| **SLA Management** | Not enough data | 8.7 (71 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.4 (69 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.9 (72 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.8 (67 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (37 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (36 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.5 (26 reviews) | 
| **Proactive Assistance** | Not enough data | 7.5 (26 reviews) | 

#### Communication Channels

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.6 (71 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.7 (68 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.2 (60 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 7.5 (56 reviews) ✓ Verified | 
| **Voice** | Not enough data | 7.8 (55 reviews) ✓ Verified | 

#### Platform

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.5 (60 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.3 (69 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (5 reviews) | 8.7 (73 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.5 (71 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.6 (69 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.7 (72 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.4/10 | 452 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Administration

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Change Management** | 8.6 (323 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.4 (351 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.3 (379 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Help Desk** | 9.4 (412 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 9.1 (377 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.8 (374 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Reporting** | 8.5 (318 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.9 (320 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.8 (283 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.5 (291 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.1 (228 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticketing System** | 9.5 (345 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.7 (269 reviews) ✓ Verified | Not enough data | 
| **Alerting** | 8.7 (267 reviews) ✓ Verified | Not enough data | 
| **Automation** | 8.8 (314 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 6.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.7 (15 reviews) | Not enough data | 
| **Adaptive Learning** | 7.4 (7 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.5 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.1 (9 reviews) | Not enough data | 
| **Decision Making** | 8.0 (9 reviews) | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Administration

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 

#### Design

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Usability

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Quality Assurance

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.4/10 | 368 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Monitoring

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Constant Monitoring** | 8.3 (267 reviews) ✓ Verified | Not enough data | 
| **Timely Alerts** | 8.6 (303 reviews) ✓ Verified | Not enough data | 
| **TIcket Accuracy** | 8.8 (320 reviews) ✓ Verified | Not enough data | 
| **AI Monitoring** | 6.1 (26 reviews) | Not enough data | 

#### Management Tools

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket Assignment** | 9.0 (341 reviews) ✓ Verified | Not enough data | 
| **Standardization** | 8.9 (331 reviews) | Not enough data | 
| **Lifecycle Visualization** | 8.5 (295 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 7.8 (137 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (136 reviews) | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 5.6 (6 reviews) | Not enough data | 
| **Multi-step Planning** | 5.6 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 5.8 (6 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Voice** | Not enough data | Not enough data | 
| **Social** | Not enough data | Not enough data | 
| **Web Chat** | Not enough data | Not enough data | 
| **Mobile SMS** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Routing** | Not enough data | Not enough data | 
| **Session Queuing** | Not enough data | Not enough data | 
| **Concurrent Calling** | Not enough data | Not enough data | 
| **Speech Analytics** | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Inbound Screen Pop** | Not enough data | Not enough data | 
| **Persistent Data** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Summary Notes** | Not enough data | Not enough data | 
| **Administrator Access** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 
| **Session Recording** | Not enough data | Not enough data | 
| **Agent Scheduling and Assignment** | Not enough data | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Asset Inventory

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.1/10 | 30 |

#### Workforce Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.1 (25 reviews) | 
| **Skills Management** | Not enough data | 8.2 (25 reviews) | 
| **Shift Scheduling** | Not enough data | 8.1 (24 reviews) | 
| **Agent Self-Service** | Not enough data | 8.0 (23 reviews) | 
| **Mobile Access** | Not enough data | 7.6 (21 reviews) | 

#### Administration

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Automation** | Not enough data | 8.4 (25 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (26 reviews) | 
| **Dashboards** | Not enough data | 8.1 (26 reviews) | 
| **Forecasting** | Not enough data | 7.9 (23 reviews) | 
| **Intraday Management** | Not enough data | 7.9 (23 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.6/10 | 10 |

#### Conversational Platform

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Personalization** | Not enough data | 8.8 (8 reviews) | 
| **Omnichannel** | Not enough data | 8.8 (7 reviews) | 
| **Contextual Engagement** | Not enough data | 9.0 (7 reviews) | 
| **Proactive Engagement** | Not enough data | 8.8 (7 reviews) | 

#### Support Automation

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.6 (7 reviews) | 
| **Seamless Escalation** | Not enough data | 9.3 (7 reviews) | 
| **Transcripts** | Not enough data | 7.9 (7 reviews) | 
| **Self-Serve Support** | Not enough data | 7.7 (8 reviews) | 

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (6 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (6 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.3/10 | 145 |

#### Customer Support

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Text** | Not enough data | 9.0 (41 reviews) | 
| **Speech** | Not enough data | 7.5 (17 reviews) | 
| **Knowledge Base** | Not enough data | 8.6 (32 reviews) | 

#### Automation

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 9.4 (49 reviews) | 
| **Customization** | Not enough data | 7.3 (62 reviews) | 
| **Intelligent Routing** | Not enough data | 8.7 (30 reviews) | 

#### Artificial Intelligence

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Learning** | Not enough data | 8.2 (23 reviews) | 
| **Language** | Not enough data | 8.5 (17 reviews) | 
| **Conversational AI** | Not enough data | 8.0 (27 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.5/10 | 81 |

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (9 reviews) | 
| **AI Text-to-Speech** | Not enough data | 8.5 (9 reviews) | 

#### Communication

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.3 (26 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.8 (25 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.5 (26 reviews) | 
| **In-App Messaging** | Not enough data | 8.3 (25 reviews) | 
| **Co-Browsing** | Not enough data | 8.2 (25 reviews) | 

####  Internal Use

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization ** | Not enough data | 8.3 (69 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.6 (25 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.4 (23 reviews) | 
| **Knowledge Base** | Not enough data | 8.9 (27 reviews) | 
| **Team Inbox ** | Not enough data | 8.5 (26 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.5 (25 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 6.9/10 | 153 |
| **ServiceNow Customer Service Management** | 7.6/10 | 60 |

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | 7.2 (76 reviews) | 7.2 (23 reviews) | 

#### Self-Service Experience

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | 8.4 (140 reviews) | 8.1 (50 reviews) | 
| **Searchable Articles** | 8.7 (134 reviews) | 8.0 (45 reviews) | 
| **Community Forums** | 7.1 (113 reviews) | 7.6 (44 reviews) | 
| **Mobile Optimization** | 7.6 (115 reviews) | 6.7 (42 reviews) | 
| **Personalization** | 8.2 (134 reviews) | 8.0 (46 reviews) | 

#### Self-Service Platform

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Branding** | 8.5 (135 reviews) | 8.2 (47 reviews) | 
| **Automation** | 8.7 (140 reviews) | 8.1 (46 reviews) | 
| **Artificial Intelligence** | 7.1 (108 reviews) | 7.7 (44 reviews) | 
| **Integrations** | 8.1 (130 reviews) | 8.2 (48 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 6.0 (5 reviews) | 6.9 (18 reviews) | 
| **Multi-step Planning** | 5.3 (5 reviews) | 7.3 (17 reviews) | 
| **Cross-system Integration** | 5.3 (5 reviews) | 7.5 (17 reviews) | 
| **Adaptive Learning** | 5.3 (5 reviews) | 7.3 (17 reviews) | 
| **Natural Language Interaction** | 5.3 (5 reviews) | 7.7 (18 reviews) | 
| **Proactive Assistance** | 5.0 (5 reviews) | 7.5 (17 reviews) | 
| **Decision Making** | 5.3 (5 reviews) | 7.3 (17 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.8/10 | 12 |

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Mentions** | Not enough data | Feature Not Available | 
| **Tickets** | Not enough data | 9.3 (9 reviews) | 
| **Macros** | Not enough data | 7.2 (6 reviews) | 

#### Channels

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Email** | Not enough data | 9.3 (7 reviews) | 
| **Social** | Not enough data | 7.8 (6 reviews) | 
| **Live Chat** | Not enough data | 7.5 (6 reviews) | 
| **Phone** | Not enough data | 7.2 (6 reviews) | 
| **Text** | Not enough data | 7.6 (7 reviews) | 

#### Insight

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Surveys** | Not enough data | 7.1 (7 reviews) | 
| **Reporting** | Not enough data | 6.7 (7 reviews) | 
| **Visitor Activity** | Not enough data | 7.9 (7 reviews) | 
| **Help Desk** | Not enough data | 8.3 (8 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.6/10 | 8 |

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (7 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.1/10 | 70 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 7.7 (70 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | 7.0 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 7.0 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.0/10 | 845 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Incident Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 9.1 (737 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.9 (737 reviews) | Not enough data | 
| **Ticket Notifications** | 9.0 (796 reviews) | Not enough data | 
| **Knowledge Base** | 8.6 (729 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | Not enough data | 

#### Reporting

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Dashboards** | 8.6 (775 reviews) | Not enough data | 
| **Time Tracking** | 8.2 (640 reviews) | Not enough data | 
| **Surveys** | 8.2 (616 reviews) | Not enough data | 

#### Access & Usability

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile** | 8.4 (701 reviews) | Not enough data | 
| **Self Service** | 8.9 (728 reviews) | Not enough data | 
| **Active Directory** | 8.5 (550 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.6 (562 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 6.7 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 7.1 (8 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.1 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 6.7 (8 reviews) | Not enough data | 
| **Decision Making** | 6.7 (8 reviews) | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 364 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Analysis

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Threat Detection** | 7.5 (173 reviews) | Not enough data | 

#### Platform

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Unified Communications Platform** | 8.3 (232 reviews) | Not enough data | 
| **Remote Access** | 8.2 (212 reviews) | Not enough data | 
| **ITIL Policy Compliance** | 8.7 (255 reviews) | Not enough data | 
| **Asset Tracking** | 8.4 (283 reviews) | Not enough data | 
| **IT Knowledge Management** | 8.7 (315 reviews) | Not enough data | 

#### Security

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Endpoint Protection** | 7.8 (178 reviews) | Not enough data | 
| **Patch Management** | 7.0 (107 reviews) | Not enough data | 
| **Disaster Recovery** | 7.5 (166 reviews) | Not enough data | 
| **Service Management** | 8.9 (283 reviews) | Not enough data | 
| **Workflow Management** | 8.8 (286 reviews) | Not enough data | 

#### Agentic AI - Enterprise IT Management

| Feature | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshservice (7):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Incident Management Software](https://www.g2.com/categories/incident-management), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to ServiceNow Customer Service Management (12):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | ServiceNow Customer Service Management | 
|---|---|---|
| **Small-Business** | 17.6% | 11.4% | 
| **Mid-Market** | 61.8% | 33.9% | 
| **Enterprise** | 20.6% | 54.7% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.4%
- **Financial Services:** 3.4%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.3%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.8%

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 33.9%
- **Telecommunications:** 5.1%
- **Financial Services:** 4.8%
- **Computer Software:** 4.3%
- **Hospital & Health Care:** 3.5%
- **Consulting:** 3.2%
- **Computer & Network Security:** 3.2%
- **Retail:** 2.9%
- **Banking:** 2.7%
- **Consumer Services:** 2.7%
- **Other:** 33.9%

---
## Alternatives

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (989 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4992 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1931 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1241 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7011 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (970 reviews)

### Alternatives to ServiceNow Customer Service Management

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7011 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3754 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7814 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3894 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (753 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (565 reviews)

---
## Top Discussions

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

### ServiceNow Customer Service Management

- Title: [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) — 2 comments
  > **Top comment:** "No, it is not. It is much more than that. Its Customer Service Management application (which is one feature among many many others) is the equivalent to a CRM."
- Title: [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) — 1 comment
  > **Top comment:** "The answer is hidden in your question, Customer Service Management. It can manage all king of services like changes, incidents, service requests etc. "
- Title: [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) — 1 comment
  > **Top comment:** "Its one stop solution for handling your customer enquiries and making a smooth communication with them"
- Title: [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) — 1 comment
  > **Top comment:** "It is one solution for all your customer queries "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshservice-vs-servicenow-customer-service-management)