Freshdesk vs Ivanti Neurons for ITSM vs ServiceNow comparison

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Freshdesk

Ivanti Neurons for ITSM

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Executive Summary

We performed a comparison between Freshdesk, Ivanti Neurons for ITSM, and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: March 2026).

Help Desk Software

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Helped 885,444 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:

Mindshare comparison

As of April 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. The mindshare of ServiceNow is 12.6%, down from 23.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
ServiceNow	12.6%
Freshdesk	3.1%
Ivanti Neurons for ITSM	2.2%
Other	82.1%

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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MichaelTang1

Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees

Seamless data integration and advanced automation improve service delivery efficiency

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

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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

"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."

"It's a product that is very easy to use and very user-friendly."

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

"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."

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

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

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

"The UI is easy to use."

More Freshdesk pros

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

"It is easy to set up."

"Ivanti Neurons allows me to adjust our workflow according to our needs."

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

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

"Understand that this product is a great investment."

"The integrations are quite simple and clear."

"The solution's installation depends on its customization. It is easy."

More Ivanti Neurons for ITSM pros

"I would rate ServiceNow nine out of ten."

"Other solutions are integrated with different applications and tools, but ServiceNow is quite centralized, fully managed, and you can find everything in one place."

"ServiceNow is a great product because you can do almost anything with it."

"Very easy to implement and to respond to my clients' needs."

"Now, ServiceNow is a leader and its pricing is quite good, quite competitive."

"It has more extensive features as compared to the other competitors."

"It allows us to filter the data, create graphs, and get detailed reports."

"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."

More ServiceNow pros

Cons

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

"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 solution's inbound calls could be improved."

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

"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."

"More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks."

"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."

"There are some restrictions where you need automations and sometimes there is just no way to achieve what you need - but this is common with other tools."

More Freshdesk cons

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

"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."

"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."

"We'd like more integration with solutions like SolarWinds."

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

"Support needs improvement in terms of responsiveness and timeliness."

"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."

"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."

More Ivanti Neurons for ITSM cons

"The visuals are the one area where there is opportunity for improvement."

"There is inherent complexity with this tool because of the number of things that it can do."

"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."

"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."

"It is annoying that ServiceNow keeps on changing back to Quebec every six months."

"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything."

"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue."

"Some of the issues that my team has run into are that something one day works completely fine, the next day it does not."

More ServiceNow cons

Pricing and Cost Advice

"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 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 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."

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

"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 pricing is pretty manageable and acceptable."

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."

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

"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."

"There are licensing fees."

"The licensing expenses are excessively high."

"It is very expensive because it is a big organization. You have to pay for additional things."

"I have found the solution very expensive."

"I would say it is moderately expensive, ranging from six to seven on a scale of ten."

"Certainly, from a product-platform perspective, the price is not too bad."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"The price of this solution is expensive."

More ServiceNow pricing and cost advice

See which vendors are best for you

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Top Industries

By visitors reading reviews

Construction Company

10%

Manufacturing Company

University

Financial Services Firm

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

Educational Organization

Financial Services Firm

11%

Manufacturing Company

10%

Computer Software Company

Government

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

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	168

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 re...

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 custome...

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 i...

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...

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 addres...

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

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, yo...

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

JIRA Service Management vs Freshdesk

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Compared 7% of the time

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Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 6% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM

Compared 5% of the time

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Compared 5% of the time

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Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Appian vs ServiceNow

Compared 2% of the time

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Product Reports

Freshdesk

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Ivanti Neurons for ITSM

Download Ivanti Neurons for ITSM product report

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Also Known As

No data available

HEAT Service Management

No data available

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

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”