Freshdesk vs Ivanti Neurons for ITSM comparison

Freshworks and Ivanti are both solutions in the Help Desk Software category. Freshworks is ranked #7 with an average rating of 8.1, while Ivanti is ranked #12 with an average rating of 8.3. Freshworks holds a 3.0% mindshare in HDS, compared to Ivanti’s 2.1% mindshare. Additionally, 92% of Freshworks users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.

Freshdesk

Read 38 Freshdesk reviews

2,425 Views
1,528 Comparison Views

92% willing to recommend

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,401 Views
1,121 Comparison Views

92% willing to recommend

Freshdesk

Ivanti Neurons for ITSM

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and Ivanti Neurons for ITSM compete in the IT service management software category. Freshdesk is preferred for its cost-effectiveness and user-friendliness, whereas Ivanti Neurons for ITSM is recognized for its comprehensive service management and automation capabilities, particularly catering to large organizations.

Features: Freshdesk offers a customizable solutions center, an efficient ticketing system, and omnichannel flexibility, making it attractive to small to medium businesses. It also provides simple integration with social media and in-house apps, alongside scalable automation for ticket allocation. Ivanti Neurons for ITSM is distinguished by its workflow automation, asset management, and service catalog configuration, delivering a detailed ITSM-focused experience. Its strengths include endpoint management and seamless integration across IT operations.

Room for Improvement: Freshdesk may enhance its technical support responsiveness and reduce integration complexity. Users have noted the need for improvements in asset management and the customization of certain features like chat translation and reporting modules. Ivanti Neurons for ITSM could refine its self-service options and improve community support. Additionally, updates in UI design and cloud integration are sought to streamline user adaptation and operations in hybrid settings.

Ease of Deployment and Customer Service: Freshdesk is mainly deployed in the public cloud, appreciated for an easy setup and responsive service, though suggestions for more direct support exist. Ivanti Neurons for ITSM, available in hybrid and on-premises environments, offers complex infrastructure support but faces calls for better deployment communication and support services.

Pricing and ROI: Freshdesk provides a range of pricing plans with transparent costs per agent, known for its affordability compared to ServiceNow, benefiting businesses of varying sizes. Ivanti Neurons for ITSM follows an annual subscription model, perceived as more costly, yet it justifies its expense with extensive capabilities that are attractive to larger enterprises, enhancing ROI.

To learn more, read our detailed Freshdesk vs. Ivanti Neurons for ITSM Report (Updated: December 2025).

Buyer's Guide

Freshdesk vs. Ivanti Neurons for ITSM

December 2025

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Helped 881,082 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

Freshdesk

Ranking in Help Desk Software

7th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Customer Experience Management (5th), Field Service Management (3rd), Knowledge Management Software (5th)

Ivanti Neurons for ITSM

Ranking in Help Desk Software

12th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (12th)

Mindshare comparison

As of January 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 Ivanti Neurons for ITSM is 2.1%, up from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshdesk	3.0%
Ivanti Neurons for ITSM	2.1%
Other	94.9%

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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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

"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

"Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce."

"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."

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

"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."

"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."

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

"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."

More Freshdesk pros

"The integrations are quite simple and clear."

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."

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

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

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

More Ivanti Neurons for ITSM pros

Cons

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

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

"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

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

"The solution's inbound calls could be improved."

"Freshdesk's scalability could be improved for larger businesses across departments."

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

More Freshdesk cons

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

"There is room for improvement in terms of response time. The support team takes a long time to respond."

"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."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

"They could provide product integration with popular platforms."

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

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

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

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"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."

"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."

"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."

"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."

"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."

"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."

More Freshdesk pricing and cost advice

"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."

"The price is on the higher side. The support is included in the standard licensing fees."

"The product is affordable for small businesses."

"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."

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Top Industries

By visitors reading reviews

Manufacturing Company

University

Financial Services Firm

Educational Organization

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

10%

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	6
Large Enterprise	12

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

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 customer requests, ensuring that no tickets are lost.

See all answers

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 in the near future. I wish for improvements related to the pricing point to enha...

See all answers

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 receive tickets based on notifications triggered by Site24x7. A specific example of ho...

See all answers

What do you like most about Ivanti Neurons for ITSM?

I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.

See all answers

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

The price is on the higher side. The support is included in the standard licensing fees.

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

Comparisons

ServiceNow vs Freshdesk

Compared 20% of the time

JIRA Service Management vs Freshdesk

Compared 10% of the time

Zendesk vs Freshdesk

Compared 7% of the time

Zoho Desk vs Freshdesk

Compared 5% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 5% of the time

More Freshdesk Competitors

ServiceNow vs Ivanti Neurons for ITSM

Compared 19% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% 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

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 6% of the time

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Product Reports

Buyer's Guide

Freshdesk

January 2026

Download Freshdesk product report

Buyer's Guide

Ivanti Neurons for ITSM

January 2026

Download Ivanti Neurons for ITSM product report

Also Known As

No data available

HEAT Service Management

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

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

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

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

Freshdesk vs. Ivanti Neurons for ITSM

December 2025

Free Report: Freshdesk vs. Ivanti Neurons for ITSM

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