Freshservice vs Ivanti Neurons for ITSM comparison

Freshworks and Ivanti are both solutions in the Help Desk Software category. Freshworks is ranked #5 with an average rating of 8.3, while Ivanti is ranked #14 with an average rating of 8.3. Freshworks holds a 3.9% mindshare in HDS, compared to Ivanti’s 2.2% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.

Freshservice

Read 40 Freshservice reviews

4,141 Views
2,236 Comparison Views

97% 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

Freshservice

Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Ivanti Neurons for ITSM and Freshservice compete in the IT service management sector. Freshservice is preferred due to its comprehensive features, justifying its cost.

Features: Ivanti Neurons for ITSM supports automation, integrates with existing systems, and provides extensive tools for IT service management. Freshservice offers an intuitive setup, efficient incident management, and strong reporting features.

Room for Improvement: Ivanti Neurons could benefit from simplifying its customization process, enhancing user interface intuitiveness, and reducing integration complexities with third-party solutions. Freshservice may improve by expanding its customization options, increasing scalability for larger enterprises, and incorporating more advanced AI-driven automation.

Ease of Deployment and Customer Service: Ivanti Neurons for ITSM can demand a complex and customized deployment. In contrast, Freshservice provides a simple deployment process with robust customer service, appealing to organizations seeking quick implementation.

Pricing and ROI: Ivanti Neurons for ITSM is competitively priced with appealing initial setup costs and promises good ROI with its capabilities. Freshservice, though potentially more costly initially, offers a higher perceived ROI due to its user-friendliness and efficient features, enabling rapid IT optimization.

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

Buyer's Guide

Freshservice 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

Freshservice

Ranking in Help Desk Software

5th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Project Management Software (10th), Cloud Management (12th), IT Asset Management (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (8th), AI IT Support (3rd)

Ivanti Neurons for ITSM

Ranking in Help Desk Software

14th

Ranking in IT Service Management (ITSM)

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Freshservice is 3.9%, up from 3.6% 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 (%)
Freshservice	3.9%
Ivanti Neurons for ITSM	2.2%
Other	93.9%

Help Desk Software

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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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

"What it's allowed us to do is bring everyone in our department into the journey of customer experience and customer service."

"It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets."

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"The solution’s timely automated triggers increase our IT team’s productivity."

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

"It's very handy and very easy to use."

"The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system."

"It has greatly improved the process of ticket triaging."

More Freshservice pros

"The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments and when we go to the group assignment they can assign it to me there."

"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."

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

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

"It is easy to set up."

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

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

More Ivanti Neurons for ITSM pros

Cons

"I am not too happy with the page layout or screen layout since it always looks messy."

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

"You can't implement a complicated delivery workflow."

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"It is 80% stable. Some users face issues in Chrome and Firefox."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

More Freshservice cons

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

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

"Configuration requirements are extensive, even in basic Service Desk processes."

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

"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."

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

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"The price of Freshservice could improve, it is expensive."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"We're basically paying about $100 USD per agent per month."

"Our licensing fee for Freshservice is $2,500 a year."

"The solution may be around 20,000 euros a year."

More Freshservice pricing and cost advice

"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."

"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."

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Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

10%

Educational Organization

Retailer

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	5
Large Enterprise	15

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

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

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 Freshservice

Compared 16% of the time

Zendesk vs Freshservice

Compared 9% of the time

JIRA Service Management vs Freshservice

Compared 7% of the time

Device42 vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

More Freshservice 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

SCSM vs Ivanti Neurons for ITSM

Compared 4% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

Freshservice

March 2026

Download Freshservice product report

Buyer's Guide

Ivanti Neurons for ITSM

March 2026

Download Ivanti Neurons for ITSM product report

Also Known As

Flint

HEAT Service Management

Overview

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

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

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

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

Freshservice vs. Ivanti Neurons for ITSM

March 2026

Free Report: Freshservice vs. Ivanti Neurons for ITSM

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

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