Freshdesk vs ServiceNow vs SymphonyAI IT Service Management comparison

SymphonyAI IT Service Manag...

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100% willing to recommend

Freshdesk

SymphonyAI IT Service Manag...

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Executive Summary

We performed a comparison between Freshdesk, ServiceNow, and SymphonyAI IT Service Management 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: October 2025).

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Help Desk Software

October 2025

Helped 869,785 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 October 2025, in the Help Desk Software category, the mindshare of Freshdesk is 2.9%, down from 4.3% compared to the previous year. The mindshare of ServiceNow is 17.3%, down from 25.5% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
ServiceNow	17.3%
Freshdesk	2.9%
SymphonyAI IT Service Management	1.7%
Other	78.1%

Help Desk Software

Featured Reviews

Bharanidharan K

NOC SOC ANALYST at SAVIC Inc.

User-friendly interface but needs enhancement in ticket tracking and response times

There is no room for improvement in Freshdesk. We can set a time period for particular employees as something that could be better. For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Read full review

Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

Read full review

Quotes from Members

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

Pros

"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."

"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."

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

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

"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."

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

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

"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."

More Freshdesk pros

"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

"I like the ease of use."

"It can scale well if you are managing IT assets."

"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."

"It is user-friendly and simple to use."

"It's a straightforward and effective approach that minimizes the need for extensive explanations."

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

"A workflow automation platform that's reliable, performs well, and has good reporting and integration."

More ServiceNow pros

"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."

"The product has the best features for ITSM."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."

Cons

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

"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."

"I would like to see a little bit more color in the solution."

"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 on-the-go translation,"

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

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

"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."

More Freshdesk cons

"Service mapping could be less complicated."

"System deployment and automation capabilities could be within the platform, similar to competitors."

"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."

"Their cloud management is also not that great compared to other products."

"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."

"I would like to see Advanced Intelligent Automation."

"The pricing structure could be more budget-friendly."

"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."

More ServiceNow cons

"There could be flexibility in terms of customization."

"I would like them to add software inventory in the next release. We don't have that right now."

"Integration was a major limitation with SummitAI."

"SummitAI IT Management Suite's project management and operational management features could be improved."

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."

"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."

"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."

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

"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."

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

"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."

More Freshdesk pricing and cost advice

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

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

"There are licensing fees."

"In Tunisia, the companies find the licensing costs to be expensive."

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

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

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

"The solution is expensive."

More ServiceNow pricing and cost advice

"SummitAI IT Management Suite's pricing is a bit expensive."

"We have a regular license."

"The product's cost is average."

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869,785 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

23%

Manufacturing Company

Educational Organization

Financial Services Firm

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Manufacturing Company

16%

Computer Software Company

10%

Financial Services Firm

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	5
Large Enterprise	8

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	36
Large Enterprise	163

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	3

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?

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

What is your primary use case for Freshdesk?

As a customer success manager for over six years, I can sum up the benefits I've seen from using Freshdesk: it has pl...

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.

What do you like most about SummitAI IT Management Suite?

It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the to...

What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better ...

What is your primary use case for SummitAI IT Management Suite?

We mainly used it as a ticketing tool for our IT services. It wasn't bad, but the reporting wasn't great, which is on...

JIRA Service Management vs Freshdesk

Comparisons

Maven AGI vs Freshdesk

Compared 8% of the time

Compared 8% of the time

TOPdesk vs Freshdesk

Compared 7% of the time

Salesforce vs Freshdesk

Compared 6% of the time

Zoho Desk vs Freshdesk

Compared 6% of the time

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BMC Helix ITSM vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

Pega Platform vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 4% of the time

More ServiceNow Competitors

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 15% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 10% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 6% of the time

RF Code CenterScape vs SymphonyAI IT Service Management

Compared 6% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 5% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Download Freshdesk product report

Freshdesk

October 2025

Download ServiceNow product report

September 2025

IT Service Management (ITSM)

October 2025

Download SymphonyAI IT Service Management product report

Also Known As

No data available

Summus IT Management Suite

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

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.”