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ServiceNow vs. Freshdesk — There’s More Than Meets The Eye

With the world shifting towards software tools, the general climate is becoming more and more flooded with new entries. Indeed, as soon as there is a new tool, it is only a matter of time when a new one arrives. Yet, with all these new contestants, there is also a huge margin or error. What we mean is that not all tools are help desks because some of them are actually service desk.

ServiceNow and Freshdesk are the two main victims of this common misconception. Which is what we will talk about today. We would like to not only differentiate the two. But also help you understand where each respective tool will excel. Thus, without further ado, on to the ServiceNow vs Freshdesk comparison.

Service Desk and Help Desk

For those of you unaware, a service desk is tailored more towards internal growth. It doesn’t mean that you can’t use it to push more sales and advertise products, in fact, they usually come with such functionality. But the main focus of a service desk tool is to improve internal workflows, automate mundane work, and essentially, facilitate cooperation and quality.

Help desk, on the other hand, is tailored towards helping your install base. The key benefits such tools bring to the table are tied directly to your customers. In a nutshell, with a help desk, you can establish a self-service portal, a dedicated support department, and all kinds of knowledge bases.

This section is only scratching the surface. If you wish to learn more, you can head over to the post where we talk about a service desk in-depth.


ServiceNow UI

ServiceNow Dashboard. Source: ServiceNow

We will start our look at ServiceNow which is, as you might have guessed, a service desk system. Many ServiceNow reviews focus on features that are related to your employees, and we are no different. After all, the key idea of ServiceNow is to push your current team to a completely new level of cooperation. And to achieve this, the company made sure that you have all the necessary tools.

Specific Service Desk Features

  • For instance, with ServiceNow, you will get a small little feature dubbed Employee Workflows. With it, you can set up a number of different workflows for each agent, department, or even company. This means that this module will help you get a higher degree of control over each process, as well as it will allow you to identify your current bottlenecks. While we can’t say you won’t be able to find such features in a help desk system, the probability of them being there is super slim.
  • Another aspect of ServiceNow is that it allows you to take care of each asset in your organization. Whether you need to follow the health status of your hardware within the company or see if a subscription service is about to expire, ServiceNow provides all the necessary means to achieve above-mentioned tasks. You can easily track all your items and services, and if supported, you can even hook them up so that you can manage everything using ServiceNow alone.

There are quite a few ServiceNow alternatives but not every one of them can provide such features and such quality. Indeed, some of them might have a higher number of functions, whereas others might be cheaper but have less stellar performance. We suggest that you try a free trial if available before doing a purchase. If you are wondering if ServiceNow is good, then yes, the system is a well-known product and many big-name companies rely on it.


Freshdesk Mint UI
Now that we’ve covered ServiceNow, it’s time we talk about Freshdesk. And boy do we have a lot to cover. For starters, this tool was made to help customers get fast, reliable, and straight to the point answers. This is clearly reflected in the systems functionality assortment, as well as its user interface, which lets you work with several customers at the same time (more on that later).

Specific Help Desk Features

  • So, if you look at Freshdesk, you will immediately notice one thing. It's sleek and fast, and not just fast, its a jet engine. The reason why it's fast lies in its focus. The development team behind this product made sure that you, the end-user, have full control over each customer experience. What this means is that you can route your customers to resources you find best, as well as you can set up a proper expectation level, helping both the customers and your employees.
  • Freshdesk will work best if you receive a lot of questions and messages due to the included Predictive Support feature. What it does is it gives your employees a timely recommendation to a question, pulling information from historical records. And if configured, it can obtain data from your knowledge base as well. Some service desks have similar features but they aren’t as reliable as this one.

And finally, like with ServiceNow alternatives, Freshdesk has quite a few of them. Yet, if you are looking for a reliable tool that gets regularly updated, look no further. Freshdesk is a very polished product. It usually works in any organization, regardless of size and scope of operations.

The Main Takeaway

So who wins in ServiceNow vs Freshdesk comparison? Both tools look similar though they help to achieve different goals. You'll find Freshdesk better for customer retention and support. Whereas ServiceNow can help your employees reach a higher level of productivity.

Although the main focus of each tool is clear, you can still use them for supplementary purposes such as automation, tracking, and reporting. They get constant updates and will most likely evolve even further as time goes. Thus, before we leave, if you plan on moving to any of these, leave us a message. We can help you organize things, as well as set up everything for a seamless transfer. But for now, that’s all we’ve had. See you soon in a new blog post.

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