Freshdesk vs Ivanti Neurons for ITSM comparison

Freshworks and Ivanti are both solutions in the Help Desk Software category. Freshworks is ranked #6 with an average rating of 8.1, while Ivanti is ranked #14 with an average rating of 8.3. Freshworks holds a 3.1% mindshare in HDS, compared to Ivanti’s 2.2% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.

Freshdesk

Read 40 Freshdesk reviews

2,958 Views
1,923 Comparison Views

93% willing to recommend

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,793 Views
1,488 Comparison Views

92% willing to recommend

Freshdesk

Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and Ivanti Neurons for ITSM compete in the IT service management software category. Freshdesk is preferred for its cost-effectiveness and user-friendliness, whereas Ivanti Neurons for ITSM is recognized for its comprehensive service management and automation capabilities, particularly catering to large organizations.

Features: Freshdesk offers a customizable solutions center, an efficient ticketing system, and omnichannel flexibility, making it attractive to small to medium businesses. It also provides simple integration with social media and in-house apps, alongside scalable automation for ticket allocation. Ivanti Neurons for ITSM is distinguished by its workflow automation, asset management, and service catalog configuration, delivering a detailed ITSM-focused experience. Its strengths include endpoint management and seamless integration across IT operations.

Room for Improvement: Freshdesk may enhance its technical support responsiveness and reduce integration complexity. Users have noted the need for improvements in asset management and the customization of certain features like chat translation and reporting modules. Ivanti Neurons for ITSM could refine its self-service options and improve community support. Additionally, updates in UI design and cloud integration are sought to streamline user adaptation and operations in hybrid settings.

Ease of Deployment and Customer Service: Freshdesk is mainly deployed in the public cloud, appreciated for an easy setup and responsive service, though suggestions for more direct support exist. Ivanti Neurons for ITSM, available in hybrid and on-premises environments, offers complex infrastructure support but faces calls for better deployment communication and support services.

Pricing and ROI: Freshdesk provides a range of pricing plans with transparent costs per agent, known for its affordability compared to ServiceNow, benefiting businesses of varying sizes. Ivanti Neurons for ITSM follows an annual subscription model, perceived as more costly, yet it justifies its expense with extensive capabilities that are attractive to larger enterprises, enhancing ROI.

To learn more, read our detailed Freshdesk vs. Ivanti Neurons for ITSM Report (Updated: March 2026).

Buyer's Guide

Freshdesk vs. Ivanti Neurons for ITSM

March 2026

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Helped 884,976 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Help Desk Software

6th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Customer Experience Management (5th), Field Service Management (3rd), Knowledge Management Software (5th)

Ivanti Neurons for ITSM

Ranking in Help Desk Software

14th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (13th)

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Freshdesk is 3.1%, down from 3.3% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.2%, up from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshdesk	3.1%
Ivanti Neurons for ITSM	2.2%
Other	94.7%

Help Desk Software

Featured Reviews

Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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Rajat_Srivastava

Manager - Technical Support at a tech vendor with 10,001+ employees

Has helped streamline ticketing and change management while offering clear documentation support

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"When it is the appropriate solution, Freshdesk is fantastic."

"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."

"While using Freshdesk for their ticket management solution for reaching out to the end users, we are transferring a large part of that to the central team which is operating through ServiceNow, so everything which is flowing there ultimately flows into ServiceNow to give a 360-degree view of how well the support is running."

"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."

"Overall, this is a good and robust solution that offers an extensive number of features that we have not yet used."

"Freshdesk provides a plain vanilla solution, making it user-friendly and less complex."

"Our customer service is built around it, and has been for years."

More Freshdesk pros

"The solution's technical support is excellent. I rate the technical support a ten out of ten."

"The solution is easy to use and has a user-friendly interface"

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

"It is easy to set up."

"This is an excellent alternative to ServiceNow for smaller companies."

"The integrations are quite simple and clear."

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."

More Ivanti Neurons for ITSM pros

Cons

"Localization needs to be implemented. No option for other languages at this point in the knowledge bases."

"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."

"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

"Technical support is not the best. It could be much, much better and offer better support to users."

"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."

"It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter."

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."

More Freshdesk cons

"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"There is room for improvement in terms of response time. The support team takes a long time to respond."

"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"It is costly."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

More Freshdesk pricing and cost advice

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"The product is affordable for small businesses."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"The price is on the higher side. The support is included in the standard licensing fees."

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Top Industries

By visitors reading reviews

Manufacturing Company

10%

University

Financial Services Firm

Marketing Services Firm

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	6
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	6

Questions from the Community

What needs improvement with Freshdesk?

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an optio...

See all answers

What is your primary use case for Freshdesk?

Our main use case of Freshdesk includes using it as a ticketing platform with live chat and support email for customers to send us tickets. We have agents on Freshdesk monitoring traffic and respon...

See all answers

What advice do you have for others considering Freshdesk?

My advice to others looking into using Freshdesk is that when customers themselves want to contact a company for an issue, Freshdesk is best at helping them create tickets and reach out to the comp...

See all answers

What needs improvement with Ivanti Neurons for ITSM?

Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...

See all answers

What is your primary use case for Ivanti Neurons for ITSM?

What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addressing tasks such as server patching, workstation patching, BIOS updates, and driv...

See all answers

What advice do you have for others considering Ivanti Neurons for ITSM?

See all answers

Comparisons

ServiceNow vs Freshdesk

Compared 19% of the time

JIRA Service Management vs Freshdesk

Compared 9% of the time

Zendesk vs Freshdesk

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 6% of the time

Zoho Desk vs Freshdesk

Compared 4% of the time

More Freshdesk Competitors

ServiceNow vs Ivanti Neurons for ITSM

Compared 15% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 5% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

Freshdesk

March 2026

Download Freshdesk product report

Buyer's Guide

Ivanti Neurons for ITSM

March 2026

Download Ivanti Neurons for ITSM product report

Also Known As

No data available

HEAT Service Management

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Freshworks

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Buyer's Guide

Freshdesk vs. Ivanti Neurons for ITSM

March 2026

Free Report: Freshdesk vs. Ivanti Neurons for ITSM

Find out what your peers are saying about Freshdesk vs. Ivanti Neurons for ITSM and other solutions. Updated: March 2026.

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