BMC Track-It! vs Freshservice comparison

BMC Helix and Freshworks are both solutions in the IT Asset Management category. BMC Helix is ranked #17, while Freshworks is ranked #4 with an average rating of 8.2. Additionally, 66% of BMC Helix users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

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Executive SummaryUpdated on Dec 18, 2024

BMC Track-It! and Freshservice compete in the IT service management category. Freshservice has the upper hand due to its comprehensive features.

Features: BMC Track-It! provides asset management, help desk functionalities, and a customizable interface that allows for easy monitoring and reporting. Freshservice includes incident management, a user-friendly and mobile-friendly interface, and workflow automation, enhancing efficiency in complex environments.

Room for Improvement: BMC Track-It! could enhance its automation features and improve cloud integrations. Its reporting capabilities might also benefit from further refinement. Freshservice could expand customization capabilities, improve AI features for case analysis, and enhance feedback mechanisms for AI learning.

Ease of Deployment and Customer Service: BMC Track-It! offers straightforward on-premise deployment and efficient support, easing transitions for companies with limited IT infrastructure. Freshservice's cloud-based model allows quick deployment and excellent support, providing flexibility for companies preferring minimal setup complexities.

Pricing and ROI: BMC Track-It! presents a lower initial cost and solid ROI, appealing to budget-conscious businesses. Freshservice requires a higher initial investment but offers significant long-term ROI through increased efficiency and scalability due to its feature-rich platform.

To learn more, read our detailed BMC Track-It! vs. Freshservice Report (Updated: June 2026).

Buyer's Guide

BMC Track-It! vs. Freshservice

June 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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reviewer2287086

ICT Manager at a legal firm with 11-50 employees

Provides good stability, but it could be intuitive and easier to use

The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version. Its asset management feature has been significantly affected since the upgrade. Earlier, it was able to perform skill-based routing automatically. We could set up parameters within the system and view the details of the incident or a ticket. The same functionality needs to be fine-tuned in the new system.

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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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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The universal recorder is a kind of hybrid recorder that enables the user to record the data across devices."

"What I appreciate most about Automation Anywhere is the high degree of interoperability, and they have both on-premises and cloud versions, which allows us to ensure that we are properly following the protocols and ensuring seamless integration with our native systems."

"Automation Anywhere greatly improved our processing time since robots can execute process steps faster than human resources do."

"Automation Anywhere, specifically A2019, has helped us in automating a major chunk of such tasks, thus helped in saving a lot of time, effort, and revenue."

"This solution allows us to more fully automate our clients' specific tools."

"My impression of the impact on visibility in the automation lifecycle is that we help to standardize the process and become more productive in those activities and visibility."

"With the help of Automation Anywhere, we are able to upload 10k documents in 1 to 4 working hours which is a great achievement for us."

"The feature of this solution that I like the most is that it is coding free - it is a coding free tool. It does not need much coding at all. For all the activities you just drag and drop. That is the best advantage of this tool."

More Automation Anywhere pros

"Track-It! has many features that help make us more efficient and cost effective as a department."

"We can manually capture the assets available within the location."

"The customization of the product and reporting capabilities have allowed us to provide upper management the graphs (data) they request that helps validate specific needs that we (IT) have."

"Our efficiency has improved drastically due to a massive reduction in phone calls."

"Using their problem management process, we can use parent/child tickets and set up public views for our problem work orders."

"We use it to create and manage our work orders."

"The solution is quite stable, and we've found it to be reliable and free from bugs and glitches that affect its usability."

"Our users have come to expect availability and quick responses, and we are able to provide this thanks to the Track-IT! solution."

More BMC Track-It! pros

"It allowed the development team to concentrate on the client’s requirements instead."

"One of the key benefits of Freshservice is license management."

"We use the ticketing system primarily, which is very easy to use for all users."

"It allows for customization and offers a broad feature set."

"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

"I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc."

"The most valuable features of Freshservice are the notifications, customization, and flexibility."

"Ability to scan barcodes and a great search feature."

More Freshservice pros

Cons

"On the document automation side, the document learning features are not as robust as one would expect them to be. When I am doing document automation and a document fails due to low confidence in populating a field, it requires manual correction."

"The technical support needs improvement."

"I would like to leverage the AI component without the requirement to know a coding language, such as Python."

"Overall improvement is needed for non-technical users who face challenges with how to use it and how to perform more tasks."

"We need a better way of getting upgrades or defect fixes. It is creating problems for us, as we have to go for a completely new version. Maintaining and managing existing bots, then coming up with new ones takes a lot of time. We would rather have a batch fix than an installation to an installation."

"There should be more available Data Analytics and more AI Front and Deep Learn concepts."

"It is not as easy to implement as advertised. It is difficult across the board. It is difficult for technical and non-technical users."

"As far as the stability is concerned, some unknown errors do occur. While I am sure the Automation Anywhere is working to improve this, there is room for improvement."

More Automation Anywhere cons

"The solution is cumbersome to use."

"Track-It! works great for a mid-size company, but anything over 700 employees, and trying to use Track-It! for any other areas of the business is difficult."

"Currently, if you go and check the reports in the packet, the reports are useless; reporting is really bad."

"There are a few items that I would like changed or extra features that could be added to our current version of this software, but those are all going to be addressed in a future software update."

"The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version."

"Their self-service is not user friendly."

"The area where we would like to see improvement is in the asset management module."

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

"A chat bot needs to be added to the portal."

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

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

"While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira."

"We have not observed a return on investment from Freshservice, as we have not seen a reduction in employees needed or any significant savings."

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

"Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution, it has a lot of limitations."

More Freshservice cons

Pricing and Cost Advice

"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."

"The major reason that we selected Automation Anywhere was the licensing model."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."

"It saves me around $100,000 a year."

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."

More Automation Anywhere pricing and cost advice

"BMC Track-It!’s price is reasonable compared to other products."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"The solution has an annual licensing model."

"Freshservice price is competitive, it is not more than other solutions on the market."

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

"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 was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

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

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

No data available

Construction Company

11%

Manufacturing Company

10%

University

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	538

No data available

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Ask a question

Earn 20 points

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.

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What needs improvement with Freshservice?

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

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What is your primary use case for Freshservice?

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

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Comparisons

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Compared 13% of the time

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Compared 13% of the time

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Compared 11% of the time

Lansweeper vs BMC Track-It!

Compared 9% of the time

Open iT, Inc. vs BMC Track-It!

Compared 8% of the time

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ServiceNow vs Freshservice

Compared 12% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

IT Asset Management

June 2026

Download BMC Track-It! product report

Buyer's Guide

Freshservice

June 2026

Download Freshservice product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

BMC Numara Track-It!, Numara Track-It!, Numara

Flint

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

Freshworks

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC Track-It! offers robust customization and reporting, allowing effective IT management through essential data provision, ease of setup, and maintaining stability.

Organizations employ BMC Track-It! primarily for help desk management, effectively managing incidents, service requests, and IT assets. It facilitates logging and resolving calls, improving proactive responses and accommodating growing IT service demands. Users highlight its capabilities in change and problem management, ensuring availability and prompt response even under increased workloads.

What are the key features of BMC Track-It!?

Customization and Reporting: Allows tailored solutions and essential data provision for validating IT needs.
Parent/Child Ticket Feature: Enhances tracking by linking related tickets together.
Audit Trail and User Surveys: Keeps detailed records of changes and obtains user feedback for improvements.
Help Desk and Purchasing Modules: Offers comprehensive issue tracking, trend analysis, and manages stock and work orders.
Flexible Setup Process: Ensures ease of implementation without enforcing strict processes on technicians.

What benefits or ROI should users look for?

Enhanced Efficiency: By efficiently managing calls and incidents, users can focus on more strategic tasks.
Improved Response Times: Fast resolution of tickets ensures high availability of IT services.
Flexible Implementation: The straightforward setup allows quick adaptation to organizational workflows.
Reduced Service Desk Calls: Proactive management reduces overall demand for service desk support.

BMC Track-It! is widely implemented across industries to support IT management needs, providing effective help desk solutions that balance user demands and technology capabilities. Its integration is particularly noticeable in sectors with complex IT infrastructures requiring reliable service management and asset tracking.

BMC Helix

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

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Florida Hospital, Mitchell International

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

Buyer's Guide

BMC Track-It! vs. Freshservice

June 2026

Free Report: BMC Track-It! vs. Freshservice

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