Freshservice vs ServiceNow:Which is more popular?
In September 2026, ServiceNow had more branded searches than Freshservice among IT service management platforms in New Zealand. ServiceNow had about 1,690 branded searches, while Freshservice had 160. ServiceNow made up 79.7% of all IT service management platform searches we track, and Freshservice accounted for 7.5%. When we asked ChatGPT and Google AI Overviews about IT service management platforms, Freshservice appeared in all five answers and ServiceNow in four. Freshservice was mentioned before ServiceNow in four out of five answers.
Who do people search for more?
ServiceNow, about 11 searches for every 1 for Freshservice
Who does AI mention more?
Freshservice, mentioned in every answer we collected
Who does AI recommend more?
Freshservice, named ahead of ServiceNow in 4 of 5 answers
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Top IT service management platforms in ChatGPT and Google AI Overviews
In three ChatGPT questions and two Google AI Overviews, Freshservice appeared in all five answers. ServiceNow was mentioned in four out of five: in all three ChatGPT answers and in one of the two Google AI Overviews. Freshservice was listed before ServiceNow in four out of five answers.
Most recommended by AI
Brands get a higher ranking if they are mentioned earlier in the answers.
Mentioned by AI
Each dot is one answer, filled in when that answer mentions the brand.
Jira Service Management5 of 5Named in 3 of 3 ChatGPT answersNamed in 2 of 2 Google answers- Freshservice5 of 5Named in 3 of 3 ChatGPT answersNamed in 2 of 2 Google answers
- ServiceNow4 of 5Named in 3 of 3 ChatGPT answersNamed in 1 of 2 Google answers
HaloITSM4 of 5Named in 3 of 3 ChatGPT answersNamed in 1 of 2 Google answers
ManageEngine ServiceDesk Plus4 of 5Named in 3 of 3 ChatGPT answersNamed in 1 of 2 Google answers
SysAid0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers
TOPdesk0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers
See every answer about IT service management platforms
5 answers
Asked ChatGPT
“Which IT service management platform should I use in New Zealand?”
Asked ChatGPT
“What are the best IT service management platforms in New Zealand?”
Asked ChatGPT
“What's the best IT service management platform in New Zealand for a service desk?”
Searched Google, AI Overview
“best service desk software”
Searched Google, AI Overview
“it support ticketing”
Brands are shown in the order each answer named them. The survey took place in New Zealand on October 21, 2026.
Is Freshservice or ServiceNow more popular in search?
This chart shows how often people search Google for Freshservice and ServiceNow by name. Each line represents a brand's share of searches for all seven IT service management platforms we track, month by month, from searches in New Zealand.
Share of searches by month for ServiceNow, Freshservice. The figures are in the table below the chart.
View monthly share of searches table
| Month | ServiceNow | Jira Service Management | Freshservice | HaloITSM | ManageEngine ServiceDesk Plus | SysAid | TOPdesk |
|---|---|---|---|---|---|---|---|
| Oct 2025 | 79.7% | 8.2% | 7.7% | 1.4% | 0.97% | 1.4% | 0.48% |
| Nov 2025 | 79.7% | 8.2% | 7.2% | 1.9% | 0.97% | 0.97% | 0.97% |
| Dec 2025 | 80.6% | 6.3% | 8.6% | 1.7% | 1.1% | 1.1% | 0.57% |
| Jan 2026 | 81.6% | 7% | 6.5% | 2.5% | 1% | 0.5% | 1% |
| Feb 2026 | 81.5% | 8.1% | 5.4% | 1.8% | 1.4% | 0.9% | 0.9% |
| Mar 2026 | 83.6% | 6.5% | 5.8% | 1.5% | 1.5% | 0.73% | 0.36% |
| Apr 2026 | 83.8% | 5.5% | 6.3% | 1.8% | 1.5% | 0.74% | 0.37% |
| May 2026 | 88.3% | 4% | 4.3% | 0.8% | 1.9% | 0.53% | 0.27% |
| Jun 2026 | 86.2% | 6.3% | 4.6% | 1.1% | 0.86% | 0.57% | 0.29% |
| Jul 2026 | 85.4% | 5.5% | 5.8% | 1.5% | 0.73% | 0.73% | 0.36% |
| Aug 2026 | 80.9% | 8.1% | 7.4% | 1.5% | 0.74% | 0.74% | 0.74% |
| Sep 2026 | 79.7% | 8% | 7.5% | 2.4% | 0.94% | 0.94% | 0.47% |
How has the Freshservice and ServiceNow comparison changed over the last 12 months?
3 findings
- ServiceNow was ahead of Freshservice in every measured month of the 12 months ending September 2026.
- Across the 12 months ending September 2026, Freshservice’s share of searches among IT service management platforms in New Zealand moved from 7.7% to 7.5%, and its estimated monthly branded searches held steady at 160.
- Across the 12 months ending September 2026, ServiceNow’s share of searches among IT service management platforms in New Zealand held steady at 79.7%, and its estimated monthly branded searches moved from 1.6K to 1.7K.
How did search popularity change for New Zealand IT service management platforms in September 2026?
2 changes
In September 2026, ServiceNow lost share of searches among IT service management platforms in New Zealand, from 80.9% to 79.7%.
Freshservice’s share of searches among IT service management platforms in New Zealand has gained ground for 3 months in a row, from 4.6% to 7.5% in September 2026.
How are branded searches counted?
11 search terms
Brandwave collects information about searches that people make online using Freshservice’s and ServiceNow’s names. When viewed over time, estimated search volumes for these branded terms can be used to understand whether interest in the brands is growing, holding steady, or fading.
Freshservice
4 branded search terms
- freshservice
- freshservice asset management
- freshservice itsm
- freshservice service desk
ServiceNow
7 branded search terms
- cmdb servicenow
- servicenow
- servicenow asset management
- servicenow it ticketing
- servicenow itsm
- servicenow now
- servicenow service desk
Other head-to-heads among IT service management platforms
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