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 8.3, while Ivanti is ranked #12 with an average rating of 8.3. Freshworks holds a 2.8% mindshare in HDS, compared to Ivanti’s 2.2% mindshare. Additionally, 92% of Freshworks users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.

Freshdesk

Read 38 Freshdesk reviews

2,208 Views
1,369 Comparison Views

92% willing to recommend

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,297 Views
1,038 Comparison Views

92% willing to recommend

Freshdesk

Ivanti Neurons for ITSM

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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: December 2025).

Buyer's Guide

Freshdesk vs. Ivanti Neurons for ITSM

December 2025

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Helped 879,259 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

6.9

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

12th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (13th)

Mindshare comparison

As of December 2025, in the Help Desk Software category, the mindshare of Freshdesk is 2.8%, down from 3.9% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.2%, up from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshdesk	2.8%
Ivanti Neurons for ITSM	2.2%
Other	95.0%

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

"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."

"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."

"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."

"Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles."

"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."

"It is quite easy to program custom apps and integrate them."

"Freshdesk has played a huge role in allowing me to deliver solutions to my customers in a fast, timely fashion, which is why it rates high in my books."

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

More Freshdesk pros

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

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

"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."

"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."

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

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

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

More Ivanti Neurons for ITSM pros

Cons

"With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature."

"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."

"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."

"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."

"Freshdesk's scalability could be improved for larger businesses across departments."

"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."

"The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention."

"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."

More Freshdesk cons

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

"They could provide product integration with popular platforms."

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

"The user interface must be made simpler and more effective."

"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."

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

"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's a lack of integration with other products. This needs to be improved."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"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."

"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."

"It is costly."

"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."

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

"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."

"The pricing is pretty manageable and acceptable."

More Freshdesk pricing and cost advice

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

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

Financial Services Firm

Manufacturing Company

University

Computer Software Company

12%

Manufacturing Company

11%

Financial Services Firm

10%

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	6
Large Enterprise	12

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

Questions from the Community

What do you like most about Freshdesk?

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

See all answers

What needs improvement with Freshdesk?

Freshdesk works great, and I do not have any suggestions for improvement; however, I do expect more features to come in the near future. I wish for improvements related to the pricing point to enha...

See all answers

What is your primary use case for Freshdesk?

My main use case for Freshdesk is for integration with the service desk, where I integrate it with Site24x7 to receive tickets based on notifications triggered by Site24x7. A specific example of ho...

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What do you like most about Ivanti Neurons for ITSM?

I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.

See all answers

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

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

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

Comparisons

ServiceNow vs Freshdesk

Compared 20% of the time

JIRA Service Management vs Freshdesk

Compared 10% of the time

Zendesk vs Freshdesk

Compared 7% of the time

Zoho Desk vs Freshdesk

Compared 5% of the time

TOPdesk vs Freshdesk

Compared 5% of the time

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ServiceNow vs Ivanti Neurons for ITSM

Compared 19% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 7% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 6% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

Freshdesk

December 2025

Download Freshdesk product report

Buyer's Guide

Ivanti Neurons for ITSM

December 2025

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

December 2025

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: December 2025.

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