Freshservice vs ManageEngine SupportCenter Plus vs ServiceNow comparison

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Freshservice

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Executive Summary

We performed a comparison between Freshservice, ManageEngine SupportCenter Plus, and ServiceNow based on real PeerSpot user reviews.

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

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

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Help Desk Software

April 2026

Helped 896,202 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 May 2026, in the Help Desk Software category, the mindshare of Freshservice is 3.6%, down from 4.0% compared to the previous year. The mindshare of ManageEngine SupportCenter Plus is 1.2%, up from 0.7% compared to the previous year. The mindshare of ServiceNow is 11.2%, down from 22.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
ServiceNow	11.2%
Freshservice	3.6%
ManageEngine SupportCenter Plus	1.2%
Other	84.0%

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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reviewer2650164

VP of IT at a aerospace/defense firm with 51-200 employees

Manual ticketing features hinder workflow, but cost-effective ticket management is ensured

We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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

"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."

"It is a stable solution. My company hasn't faced any problems with the solution."

"The stability is pretty solid; we've never had major outages or any workflow issues that weren't caused by an administrative error, and it's been pretty stable as far as a ticketing platform is concerned."

"Freshservice is very user-friendly and easy to customize."

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

"Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone."

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

"The most valuable aspect of the solution is the user experience."

More Freshservice pros

"The product is very scalable and stable when used as a help desk once it is built out."

"The product teams are continuously on the products trying to improve them; if, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated."

"Their technical support has been very helpful and is very good."

"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."

"The most valuable features are the ITIL compliance and billing."

"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."

"When using it predominantly for a help desk solution, it seems like an absolutely fine product."

"We have found the reporting in this product to be very useful."

More ManageEngine SupportCenter Plus pros

"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."

"It's more about the ease of use of ServiceNow, plus everything is there in a single platform, and if you need any additional functionality, you just need to enable the plugins without even installing anything on the servers."

"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."

"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."

"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."

"The most valuable features are its ease of use and capabilities."

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

"With it, I can do everything, so I think only our imagination can be the limit of ServiceNow."

More ServiceNow pros

Cons

"It's still a new product, so there are some areas that are a little frustrating."

"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

"I experienced some delay in response time for non-function critical queries."

"While we're just starting with project management, I foresee some limitations with it two or three years down the line."

"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."

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."

"We'd like better integration with other products."

More Freshservice cons

"I would like to see some kind of project management or portfolio management in a future version."

"ManageEngine, in my experience, fosters that type of environment; it doesn't have an easy button, a graphic user interface, ease-of-use, and ease-of-dev — the product does not have any of that."

"I would like to see some kind of project management or portfolio management in a future version."

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"The product is very difficult to use and configure and requires specialists."

"There is no cloud-based version and it would be helpful if it were available."

"There should be more templates that users can utilize immediately."

"There is no cloud-based version and it would be helpful if it were available."

More ManageEngine SupportCenter Plus cons

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

"Compared to other products that I have been using, it is not as user-friendly."

"If you have advanced questions, technical support often doesn't know the answer."

"Performance could definitely be improved."

"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds."

"Service mapping could be less complicated."

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

"UI simplification is necessary as the interface can feel complex for new users who are unable to understand how to use this tool."

More ServiceNow cons

Pricing and Cost Advice

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

"The pricing is reasonable."

"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."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"Compared to other tools, Freshservice is affordable."

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

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

More Freshservice pricing and cost advice

"The licensing fees depend on different criteria, including options and sizing."

"ManageEngine products will always be the lowest cost in category as that is part of their business model."

"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 CapEx version is great."

"The cost is quite high."

"ServiceNow is an expensive solution."

"The platform offers a free trial, by providing a free developer instance once you sign up."

"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 expensive."

"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."

More ServiceNow pricing and cost advice

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896,202 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

Construction Company

Educational Organization

Construction Company

19%

Comms Service Provider

12%

University

10%

Performing Arts

10%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

No data available

By reviewers
Company Size	Count
Small Business	56
Midsize Enterprise	35
Large Enterprise	180

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.

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...

What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.

What needs improvement with ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, ...

What is your primary use case for ManageEngine SupportCenter Plus?

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

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 is your experience regarding pricing and costs for ServiceNow?

ServiceNow's pricing is fine. We have accounting for each headcount for ServiceNow, and the pricing is actually good.

JIRA Service Management vs Freshservice

Comparisons

Zendesk vs Freshservice

Compared 8% of the time

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

monday.com vs Freshservice

Compared 4% of the time

More Freshservice Competitors

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus

Compared 15% of the time

Vision Helpdesk vs ManageEngine SupportCenter Plus

Compared 14% of the time

Spiceworks vs ManageEngine SupportCenter Plus

Compared 9% of the time

BMC Helix ITSM vs ManageEngine SupportCenter Plus

Compared 8% of the time

SysAid vs ManageEngine SupportCenter Plus

Compared 8% of the time

More ManageEngine SupportCenter Plus Competitors

IBM Maximo vs ServiceNow

Compared 5% of the time

BMC Helix ITSM vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

TeamDynamix vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Download Freshservice product report

Freshservice

May 2026

Download ManageEngine SupportCenter Plus product report

Help Desk Software

April 2026

Download ServiceNow product report

May 2026

Also Known As

Flint

No data available

Overview

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

ManageEngine SupportCenter Plus offers ITIL compliance, billing capabilities, mobile apps, and reporting features. It's cost-effective and continuously updated for improved functionality, meeting user demands despite minor limitations.

ManageEngine SupportCenter Plus is designed primarily as a ticketing system to facilitate helpdesk and customer service operations, managing issues, incidents, and demand management. It replaces traditional email systems with a streamlined ticket system and records hourly rates along with technician time on tickets, maintaining a comprehensive ticket database. While mobile management is possible, development and configuration require significant resources. Efforts are focused on enhancing automation and simplifying reporting by centralizing data in one location, reflecting a customer-focused approach.

What are the most valued features?

ITIL Compliance: Ensures adherence to international standards.
Billing Capabilities: Tracks and manages financial aspects efficiently.
Mobile Apps: Facilitates remote management and monitoring.
Reporting: Generates useful insights and reports for strategic decisions.
Help Desk Functionality: Provides streamlined ticket management and support workflows.

What benefits and ROI should users look for?

Cost-Effectiveness: Balances functionality with affordability.
Customer-Focused Updates: Regular enhancements that cater to user needs.
Streamlined Operations: Simplifies issue tracking and resolution processes.
Comprehensive Reporting: Provides centralized insights for data-driven decisions.

In industries like IT support and service management, ManageEngine SupportCenter Plus acts as a robust ticketing and helpdesk system, managing incidents and support requests efficiently. Its mobile app capability, though resource-intensive, is beneficial in sectors requiring flexible operations. Efforts in enhancing automation will further strengthen its application across diverse sectors, from service management to tech-focused organizations.

ManageEngine

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.