Freshdesk vs ServiceNow vs Serviceaide ChangeGear comparison

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Freshdesk

Serviceaide ChangeGear

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Executive Summary

We performed a comparison between Freshdesk, ServiceNow, and Serviceaide ChangeGear 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: January 2026).

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Help Desk Software

January 2026

Helped 881,821 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 February 2026, in the Help Desk Software category, the mindshare of Freshdesk is 3.0%, down from 3.6% compared to the previous year. The mindshare of Serviceaide ChangeGear is 1.1%, up from 0.5% compared to the previous year. The mindshare of ServiceNow is 12.9%, down from 24.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
ServiceNow	12.9%
Freshdesk	3.0%
Serviceaide ChangeGear	1.1%
Other	83.0%

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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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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

"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."

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

"It is very easy to make reports."

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

"The organization that is possible with other departments is the solution's most valuable aspect."

"These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them."

"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."

"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."

More Freshdesk pros

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

"I recommend ServiceNow due to its stability and good security."

"The workflow capability for easy setup is powerful."

"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."

"Very good incident management, chain management and problem management features."

"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."

"Everything about the schema, including the design of ServiceNow, is great."

"It is easily configurable and has a good developer society online, available for any issues from the backend."

"The solution integrates well with other products."

More ServiceNow pros

Cons

"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."

"The reporting, analysis modules and insights capabilities for this solution could be improved."

"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

"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."

"It should enhance its service and its reporting capabilities."

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

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

"Asset management and branding are two areas in the solution that have scope for improvement."

More Freshdesk cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

"Its stability and pricing need improvement."

"Their GUI could be updated."

"There are sometimes challenges with the portal being a bit confusing for new users."

"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."

"I suggest making the cost more affordable for smaller companies."

"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"

"Very expensive."

"An area for improvement would be the accessibility of downloaded and compressed files."

More ServiceNow cons

Pricing and Cost Advice

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

"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."

"The pricing is pretty manageable and acceptable."

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

"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."

"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."

More Freshdesk pricing and cost advice

Information not available

"The price is okay for us. It's reasonable."

"There is an annual subscription to use this solution."

"The licenses are expensive."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"$230 per user."

"It has a higher cost compared to local/regional solutions."

"ServiceNow's pricing is comparatively higher than Helix's."

"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

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881,821 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

University

Financial Services Firm

Educational Organization

No data available

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	22
Midsize Enterprise	6
Large Enterprise	13

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	166

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 custom...

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 ...

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 receiv...

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

Ask a question

Earn 20 points

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

Comparisons

Compared 9% of the time

Zendesk vs Freshdesk

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 5% of the time

Zoho Desk vs Freshdesk

Compared 4% of the time

TOPdesk vs Freshdesk

Compared 3% of the time

More Freshdesk Competitors

Clarity SM vs Serviceaide ChangeGear

Compared 10% of the time

TOPdesk vs Serviceaide ChangeGear

Compared 10% of the time

SymphonyAI IT Service Management vs Serviceaide ChangeGear

Compared 8% of the time

PagerDuty Operations Cloud vs Serviceaide ChangeGear

Compared 8% of the time

Atera vs Serviceaide ChangeGear

Compared 8% of the time

More Serviceaide ChangeGear Competitors

BMC Helix ITSM vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

ManageEngine ServiceDesk Plus vs ServiceNow

Compared 2% of the time

More ServiceNow Competitors

Product Reports

Download Freshdesk product report

Freshdesk

February 2026

IT Service Management (ITSM)

January 2026

Download Serviceaide ChangeGear product report

Download ServiceNow product report

January 2026

Also Known As

No data available

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

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

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

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.”