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Freshdesk vs Freshservice comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

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

ROI

Sentiment score
6.7
Organizations report significant ROI from Automation Anywhere through cost savings, error reduction, and enhanced process efficiency.
Sentiment score
6.6
Freshdesk boosts ROI with automation, reducing costs and enhancing productivity, service quality, and operational scalability effectively.
Sentiment score
6.5
Freshservice increased efficiency and reduced workload while improving SLA compliance and resource use, despite licensing cost challenges in HR.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
People who initially find ServiceNow to be on the higher side, but when you do the value gain comparison in the next few years, you see that it does give you the returns, with the AI capabilities and everything it brings.
Director, Portfolio Projects at Microland Limited
Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks.
Project Manager at Yohanna
I have seen a return on investment with Freshdesk, as there were definitely savings because we do not need to spend the lifetime of our customer success managers; we can just use this tool.
Head Of Product & Engineering (Cpto) at a real estate/law firm with 11-50 employees
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Security Engineer (SOC) at a tech services company with 51-200 employees
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
Technical support manager at a tech vendor with 201-500 employees
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
Systems Engineer at a consultancy with 51-200 employees
 

Customer Service

Sentiment score
6.9
Automation Anywhere's customer service is valued for 24/7 support but criticized for slow response and inconsistencies in interactions.
Sentiment score
6.5
Freshdesk offers responsive basic support with good documentation, but complex issues can be slow, averaging 8/10 ratings.
Sentiment score
6.8
Freshservice support is generally efficient and professional, though complex issues and communication can sometimes pose challenges.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
From my experience, once it is set up, we have never had problems.
Customer Success Manager at Mimshackworks Endeavors
The first-time response should be within 30 seconds.
NOC SOC ANALYST at SAVIC Inc.
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
IT Service Delivery Manager at Symposiam
However, they have improved over the period of two years.
IT & Operations Manager at a financial services firm with 51-200 employees
Their documentation is also good, making setup easy without needing frequent support requests.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Scalability Issues

Sentiment score
7.3
Automation Anywhere excels in scalability, efficiently handling various project sizes and allowing seamless bot expansion with minimal effort.
Sentiment score
6.8
Freshdesk is scalable for small to mid-sized businesses but faces limitations with customizations for large enterprises.
Sentiment score
7.3
Freshservice scales efficiently with added licenses, supporting growth with cloud benefits, though customization and costs may limit larger enterprises.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
For small to medium-sized businesses, you can look at Freshdesk, but for larger enterprise levels, you look at ServiceNow.
Director, Portfolio Projects at Microland Limited
They can easily send an email to support, and a ticket gets generated for the IT person.
Project Engineer at IT Solution
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
Security Engineer (SOC) at a tech services company with 51-200 employees
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
IT Service Delivery Manager at Symposiam
Freshservice is easy to use for scalability.
IT manager at a comms service provider with 1,001-5,000 employees
 

Stability Issues

Sentiment score
6.9
Automation Anywhere is stable with good error handling, though third-party dependencies and upgrades can cause occasional disruptions.
Sentiment score
7.6
Freshdesk is praised for high stability, with occasional minor issues, quick resolutions, and generally excellent performance ratings.
Sentiment score
8.2
Freshservice offers stable performance with minimal downtime, few issues, and reliable cloud hosting on AWS, ensuring consistent uptime.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
Customer Success Manager at Mimshackworks Endeavors
After installation and continuous operation, I have encountered no problems.
Head Advisor Infrastructure Cloud Architect at Adrienutech
Freshdesk has been quite stable in the market.
Director, Portfolio Projects at Microland Limited
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Security Engineer (SOC) at a tech services company with 51-200 employees
Freshservice is quite stable as they host it on AWS.
IT & Operations Manager at a financial services firm with 51-200 employees
Freshservice provides a stable environment for our needs.
IT manager at a comms service provider with 1,001-5,000 employees
 

Room For Improvement

Automation Anywhere needs improvements in cost, usability, integration, support, AI, stability, scalability, and user resources for satisfaction.
Freshdesk users seek improved customization, analytics, performance, integration, pricing, UI responsiveness, and easier configuration for complex cases.
Freshservice users seek improvements in reporting, automation, integrations, and customizations to enhance usability and effectiveness for larger enterprises.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Rpa Infrastructure Lead at a tech vendor with 10,001+ employees
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
The current integration is more complicated and doesn’t work as well.
Development Manager at Horizon Software
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Call Centre Manager at a retailer with 51-200 employees
There's limited experience with the CMDB or asset management features.
IT Technician at a retailer with 1,001-5,000 employees
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
IT & Operations Manager at a financial services firm with 51-200 employees
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Setup Cost

Automation Anywhere's pricing is high, suitable for large companies, with costs varying by region and strategic partnerships reducing expenses.
Freshdesk's per-agent licensing is cost-effective, with enterprise plans at 79 Euros monthly, offering comprehensive features and negotiation options.
Freshservice offers flexible, competitive pricing with tiered plans, varying costs, and value without hidden fees.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
Our organization pays about 200,000 Indian rupees per year for the license.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
The pricing experience is relatively competitive, so it is cost-effective.
Project Manager at Yohanna
The setup cost and licensing are very good.
Project Engineer at IT Solution
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
IT Service Delivery Manager at Symposiam
The solution offers flat licensing and appears to be cost-effective.
IT Technician at a retailer with 1,001-5,000 employees
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
Technical support manager at a tech vendor with 201-500 employees
 

Valuable Features

Automation Anywhere simplifies bot creation and task automation with user-friendly tools, AI integration, and centralized management to boost efficiency.
Freshdesk streamlines customer support with efficient ticketing, automation, omnichannel support, and analytics, enhancing satisfaction and operational efficiency.
Freshservice enhances IT operations with user-friendly features, seamless integrations, automation, and efficient asset management, boosting productivity and SLA compliance.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.
Works at a tech vendor with 201-500 employees
Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn.
Project Manager at Yohanna
Now, with Freshdesk, tickets can be easily assigned to any engineer, who will provide the cause, explain why it happened, and give us the answer on how they resolved the issue.
Project Engineer at IT Solution
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
IT Technician at a retailer with 1,001-5,000 employees
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
IT manager at a comms service provider with 1,001-5,000 employees
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
IT Service Delivery Manager at Symposiam
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
631
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Freshdesk
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
41
Ranking in other categories
Customer Experience Management (3rd), Field Service Management (3rd), Help Desk Software (5th), Knowledge Management Software (5th)
Freshservice
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
40
Ranking in other categories
Help Desk Software (6th), Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Gauri Thakur - PeerSpot reviewer
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.
RF
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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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
7%
Financial Services Firm
11%
Manufacturing Company
10%
Construction Company
9%
University
7%
University
10%
Manufacturing Company
9%
Construction Company
8%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise529
By reviewers
Company SizeCount
Small Business28
Midsize Enterprise6
Large Enterprise14
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise15
 

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...
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...
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.
What needs improvement with Freshdesk?
I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...
What is your primary use case for Freshdesk?
My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...
What advice do you have for others considering Freshdesk?
My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...
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...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
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Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about Freshdesk vs. Freshservice and other solutions. Updated: April 2026.
896,202 professionals have used our research since 2012.