---
description: Compare ServiceNow Customer Service Management vs Freshservice regarding their features, reviews, pricing, specifications, screenshots & more.
image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png
title: ServiceNow Customer Service Management vs Freshservice Comparison
---

Breadcrumb: [Home](/) > [Enterprise Search Software](/directory/4368/enterprise-search/software) > [ServiceNow Customer Service Management \<span\>vs\</span\> Freshservice](https://www.softwareadvice.ie/compare/356274/436317/servicenow/vs/freshservice)

# Compare ServiceNow Customer Service Management vs Freshservice

Canonical: https://www.softwareadvice.ie/compare/356274/436317/servicenow/vs/freshservice

> Detailed comparison between ServiceNow Customer Service Management and Freshservice. Check ratings, reviews, pricing, and features to make the best decision for your business.

-----

## At a Glance

| Metric | ServiceNow Customer Service Management | Freshservice |
| **Overall rating** | 4.4/5 | 4.5/5 |
| **Total Reviews** | 151 | 685 |
| **Starting Price** | - | US$19.00 |
| **Free Trial** | - | Yes |
| **Free Version** | No | No |
| **Deployment** | Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile) | Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) |
| **Support** | Email/Help Desk, FAQs/Forum, Knowledge Base, 24/7 (Live rep), Chat | Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat |
| **Training** | In Person, Live Online, Webinars, Documentation, Videos | In Person, Live Online, Webinars, Documentation, Videos |

## Key features

### ServiceNow Customer Service Management

- API
- CRM
- Chat/Messaging
- Configurable Workflow
- Content Management
- Email Management
- Full Text Search
- Help Desk Management
- Issue Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Performance Metrics
- Prioritisation
- Process/Workflow Automation
- Real-Time Data
- Search/Filter
- Support Ticket Management
- Surveys & Feedback
- Workflow Management

### Freshservice

- API
- CRM
- Chat/Messaging
- Configurable Workflow
- Content Management
- Email Management
- Full Text Search
- Help Desk Management
- Issue Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Performance Metrics
- Prioritisation
- Process/Workflow Automation
- Real-Time Data
- Search/Filter
- Support Ticket Management
- Surveys & Feedback
- Workflow Management

## Links

- [View ServiceNow Customer Service Management Profile](https://www.softwareadvice.ie/software/356274/servicenow)
- [View Freshservice Profile](https://www.softwareadvice.ie/software/436317/freshservice)
- [View Original Comparison](https://www.softwareadvice.ie/compare/356274/436317/servicenow/vs/freshservice)

-----

## Structured Data

<script type="application/ld+json">
  {"@context":"https://schema.org","@graph":[{"name":"ServiceNow Customer Service Management vs Freshservice Comparison","description":"Compare ServiceNow Customer Service Management vs Freshservice regarding their features, reviews, pricing, specifications, screenshots & more.","url":"https://www.softwareadvice.ie/compare/356274/436317/servicenow/vs/freshservice","about":[{"@id":"https://www.softwareadvice.ie/software/356274/servicenow#software"},{"@id":"https://www.softwareadvice.ie/software/436317/freshservice#software"}],"breadcrumb":{"@id":"https://www.softwareadvice.ie/compare/356274/436317/servicenow/vs/freshservice#breadcrumblist"},"@id":"https://www.softwareadvice.ie/compare/356274/436317/servicenow/vs/freshservice#webpage","@type":["WebPage","CollectionPage"],"isPartOf":{"@id":"https://www.softwareadvice.ie/#website"},"inLanguage":"en-IE","publisher":{"@id":"https://www.softwareadvice.ie/#organization"}},{"name":"ServiceNow Customer Service Management","description":"ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless customer experiences and connect the entire enterprise. It provides a range of features such as case management, analytics, self-service portal, and intelligent guidance to streamline customer service operations and reduce the cost to serve.\n\nCSM's self-service portal enables clients to raise requests or complaints, create cases, and track ongoing projects on the channel of their choice. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The Playbooks for CSM module allows agents to request information from clients and manage the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.\n\nWith CSM's case management functionality, customer service agents can manage customer interactions from initial contact to case closure. The platform's analytics capabilities allow businesses to gain valuable insights into customer behavior and track performance indicators. This helps businesses to identify areas of improvement and make data-driven decisions to optimize customer service operations.\n\nThe platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle. CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. \n\nThe ServiceNow platform can also integrate with various third-party applications, enhancing customer service operations by leveraging existing software solutions.\n\nIn summary, ServiceNow CSM is a powerful tool for businesses looking to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, analytics, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses to strengthen their relationships with customers and reduce the cost to serve.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/2ede5d85-58b9-4cb4-ad60-1238997b1a03.png","url":"https://www.softwareadvice.ie/software/356274/servicenow","@id":"https://www.softwareadvice.ie/software/356274/servicenow#software","@type":"SoftwareApplication","publisher":{"@id":"https://www.softwareadvice.ie/#organization"},"applicationCategory":"BusinessApplication","aggregateRating":{"@type":"AggregateRating","ratingValue":4.4,"bestRating":5,"ratingCount":151},"operatingSystem":"Cloud, Apple, Windows, Android, Platform ios, Platform ipad"},{"name":"Freshservice","description":"Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledgebase. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely.\n\nFreshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness.\n\nFreshservice also offers a gamification module called \"Arcade\". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters. Freshservice can be integrated with third-party apps for managing the service desk. It is available on an annual subscription basis that includes support via email and phone.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/b606079a-349c-43b9-8690-fa1ab825b3cb.png","url":"https://www.softwareadvice.ie/software/436317/freshservice","@id":"https://www.softwareadvice.ie/software/436317/freshservice#software","@type":"SoftwareApplication","publisher":{"@id":"https://www.softwareadvice.ie/#organization"},"applicationCategory":"BusinessApplication","aggregateRating":{"@type":"AggregateRating","ratingValue":4.5,"bestRating":5,"ratingCount":685},"offers":{"price":"19","@type":"Offer","priceCurrency":"USD"},"operatingSystem":"Cloud, Android, Platform ios, Platform ipad"},{"@id":"https://www.softwareadvice.ie/compare/356274/436317/servicenow/vs/freshservice#breadcrumblist","@type":"BreadcrumbList","itemListElement":[{"name":"Home","position":1,"item":"/","@type":"ListItem"},{"name":"Enterprise Search Software","position":2,"item":"/directory/4368/enterprise-search/software","@type":"ListItem"},{"name":"ServiceNow Customer Service Management vs Freshservice","position":3,"item":"https://www.softwareadvice.ie/compare/356274/436317/servicenow/vs/freshservice","@type":"ListItem"}]}]}
</script>