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Freshdesk vs ServiceNow
May 21, 2023 | Author: Sandeep Sharma
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Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.
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ServiceNow offers a portfolio of robust cloud-based products that automate and manage IT service relationships across the enterprise. Our products have the advantage of being built on a single cloud platform that consists of one user interface, one code base and one data model, delivering easy, automated upgrades. ServiceNow provides an intuitive and approachable user experience complete with expert services to accelerate time-to-value.
Freshdesk and ServiceNow are both popular customer service and IT service management platforms, but they have distinct differences in terms of features and target audience. Freshdesk is a cloud-based customer support software that offers features such as ticketing, knowledge base management, self-service portals, live chat, and reporting. It is designed to streamline customer support processes and improve customer satisfaction. Freshdesk is suitable for small to medium-sized businesses looking for an affordable and user-friendly customer service solution. On the other hand, ServiceNow is an enterprise-level IT service management platform that provides a comprehensive suite of features including incident management, problem management, change management, asset management, and service catalog. It focuses on managing IT services and processes within large organizations. ServiceNow offers extensive customization and integration capabilities, making it suitable for enterprises with complex IT infrastructure and service management needs.
See also: Top 10 Helpdesk software
See also: Top 10 Helpdesk software
Freshdesk vs ServiceNow in our news:
2023. ServiceNow dives deeper into task mining with latest acquisition
ServiceNow revealed its acquisition of UltimateSuite, a task mining company based in the Czech Republic, marking a strategic move to enhance its ability to capture and comprehend the flow of work within businesses. Task mining, a component of the expanding global market for process mining, aids companies in comprehending the workflow within an organization, identifying bottlenecks to enhance efficiency. The intention is to integrate UltimateSuite's capabilities into ServiceNow's existing process mining features. Recognizing that insights are valuable only when acted upon, the objective is to not only pinpoint areas that require improvement but also to offer an integrated platform for automating inefficiencies, thereby optimizing the entire end-to-end business process.
2021. ServiceNow leaps into applications performance monitoring with Lightstep acquisition
ServiceNow has recently completed the acquisition of Lightstep, a startup specializing in applications performance monitoring. By incorporating Lightstep's capabilities, ServiceNow aims to enhance its IT operations offerings. With Lightstep on board, ServiceNow will empower its customers with advanced application performance monitoring capabilities, enabling them to proactively identify and address potential issues before they escalate into major problems that could disrupt websites or applications. In the competitive landscape of application performance monitoring, Lightstep joins the ranks of companies like Datadog, New Relic, and AppDynamics (acquired by Cisco in 2017). The strategic acquisition aligns with ServiceNow's commitment to providing comprehensive solutions for optimizing IT operations.
2021. ServiceNow acquired RPA startup Intellibot
IT service management vendor ServiceNow recently joined the growing trend of embracing robotic process automation (RPA) by acquiring Intellibot, a startup based in India that specializes in RPA solutions. This acquisition aligns with the current industry focus on automating workflows across organizations. RPA offers a means to automate legacy processes, particularly those involving repetitive and mundane tasks typically performed by humans. With this purchase, ServiceNow gains the capability to integrate RPA directly into its platform. Furthermore, the company remains flexible by allowing customers to leverage RPA bots from other vendors if desired.
2021. ServiceNow adds new no-code capabilities
ServiceNow recognizes that the concept of distributed work has propelled the notion of enabling every employee to engage in software building. In light of this, the company has introduced a new domain known as Creator Workflows, aimed at empowering workers to construct customized workflows tailored to their specific requirements. Within this domain, ServiceNow offers a primary development environment that facilitates a user-friendly experience, allowing individuals to intuitively drag and drop the necessary components for constructing workflows that align with their needs. Additionally, templates are available to further streamline the process, providing a framework for common tasks and enhancing ease of use.
2020. ServiceNow is acquiring Element AI, startup building AI services for enterprises
ServiceNow, the prominent cloud-based IT services company, has made a significant acquisition as part of its long-term strategy to establish a dominant presence in the realms of automation and artificial intelligence for enterprises. The company has acquired Element AI, a startup specializing in AI-driven IT services for businesses. This move exemplifies ServiceNow's ongoing efforts to build a modern platform that aligns with the evolving needs of the digital era. Although ServiceNow was established in 2004 and is not considered a traditional legacy business, it strives to position itself as the leading provider of "digital transformation" solutions. This term has gained prominence in the enterprise IT services landscape as organizations urgently adapt to conducting more online, leveraging cloud technologies, and operating remotely in response to global health challenges and future uncertainties.
2020. ServiceNow updates its workflow automation platform
Today, ServiceNow unveiled the latest version of its workflow automation platform, showcasing a range of new solutions tailored for specific industries. Telcos and financial services organizations, in particular, are among the verticals receiving increased attention. This strategic emphasis on verticals represents a continuation of ServiceNow's ongoing expansion beyond its initial focus on core IT management functionalities, which defined the company in its early stages. Furthermore, ServiceNow has introduced additional features to enhance companies' resilience during challenging circumstances, along with the integration of new machine learning-based tools.
2020. ServiceNow to acquire configuration management startup Sweagle
ServiceNow, renowned for its product portfolio that encompasses an IT Help Desk component, has recently completed the acquisition of Sweagle, a configuration management startup headquartered in Belgium. ServiceNow emphasizes that a single enterprise application can consist of up to 50,000 distinct configuration elements. Sweagle has developed a configuration data management platform that utilizes machine learning capabilities to assist customers in streamlining and automating this complexity. Configuration errors have the potential to cause disruptions, security vulnerabilities, and other critical issues for businesses.
2020. Freshworks acquires AnsweriQ
Customer engagement platform Freshworks has completed the acquisition of AnsweriQ, a startup specializing in AI tools for self-service solutions and agent-assisted use cases. The primary objective of this acquisition is to enhance customer service efficiency by providing quick and accurate answers to customers. AnsweriQ's AI tools cater to both Freshworks users and customers of competing products. AnsweriQ will continue operating its existing product lineup for the time being, while Freshworks aims to eventually transition these users to its own platform. Additionally, Freshworks plans to integrate AnsweriQ's technology into its Freddy AI engine, further augmenting its capabilities.
2020. ServiceNow acquires AI chatbot startup Passage AI
ServiceNow recently made an acquisition by purchasing Passage AI, a startup specializing in multilingual chatbot development. This acquisition is expected to support ServiceNow's ongoing efforts to modernize its digital service platform. With the integration of Passage AI, ServiceNow gains access to advanced AI technology, aligning with its mission and objectives. The addition of chatbot solutions enables ServiceNow to automate customer/user inquiries, providing efficient and automated responses. Notably, Passage AI also brings an IT automation component that utilizes conversational interfaces for ticket submissions, query handling, and direct action through APIs. Furthermore, ServiceNow benefits from an HR automation feature, offering an intelligent tool for integration across its Now Platform, including ServiceNow Virtual Agent, Service Portal, and Workspaces in multiple languages.
2020. ServiceNow acquires AI-based IT monitoring startup Loom Systems
ServiceNow, a leading digital service company, has completed the acquisition of Loom Systems, an Israeli startup specializing in AIOps (Artificial Intelligence for IT Operations). The financial details of the acquisition were not disclosed. As ServiceNow focuses on digitizing service processes across various domains, IT service operations plays a significant role in their portfolio. Traditionally, organizations would monitor their systems, react to problems, and then investigate and resolve the root causes. However, with the power of artificial intelligence, potential threats to system health can be identified and mitigated proactively, avoiding major issues. Loom Systems' AIOps product offers such capabilities. Through this acquisition, ServiceNow aims to combine Loom Systems' AI innovations with its own AIOps capabilities, enabling customers to prevent and address IT issues before they escalate into significant problems.
