Freshservice vs GLPI by Teclib comparison

Freshworks and Teclib' are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #4 with an average rating of 8.2, while Teclib' is ranked #9 with an average rating of 8.7. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of Teclib' users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and GLPI by Teclib are competing IT service management solutions. Freshservice is considered favorable due to its pricing and support, while GLPI by Teclib stands out with its extensive features.

Features: Freshservice offers an intuitive onboarding process, automation capabilities, and integrations with popular collaboration tools, making it ideal for streamlined IT operations. GLPI by Teclib delivers expansive asset management, open-source flexibility, and customizable modules, offering organizations extensive control over their IT service management.

Room for Improvement: Freshservice could enhance its customization capabilities and expand integration options. Additionally, improving the flexibility of its deployment could benefit larger organizations. GLPI by Teclib might focus on streamlining the initial setup and enhancing user support, as well as simplifying complex customizations to maximize accessibility for users.

Ease of Deployment and Customer Service: Freshservice provides a cloud-based deployment model known for quick setup and comprehensive customer support, leading to efficient issue resolution. GLPI by Teclib offers both on-premises and cloud deployment options, giving organizations flexibility but requiring more customization efforts, potentially affecting initial setup time.

Pricing and ROI: Freshservice offers subscription-based pricing, emphasizing transparency and predictability, offering strong ROI with reduced operational costs. GLPI by Teclib is open-source, resulting in lower initial costs and significant long-term ROI, especially for organizations utilizing its customization potential.

To learn more, read our detailed Freshservice vs. GLPI by Teclib Report (Updated: June 2026).

Buyer's Guide

Freshservice vs. GLPI by Teclib

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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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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Dexter De Torres

ITSM Manager at Stratpoint Global Outsourcing, Inc.

Simple to use and very easy to deploy

For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365. If you are not concerned about aesthetics, it is a fine tool. It is a good tool if you are more focused on the functionality. There are some bugs in the tool because it has a lot of features. Correlating all of the features can sometimes cause the tool to fail. If you create a ticket and then link it to an asset, there can arise some issues, but with support, one can customize and fix the issues in the product. The cost of the tool is an area of concern since it is 19 Euros per agent for a month. If your help desk team is of ten people, then you can multiply 19 Euros by ten people. The updates will be automatic if you get the tool's cloud version, but for the free version, you need to learn how to manage or administer Linux, PHP, and Apache because you will be updating the system manually. The updates are available, but you need to ensure that you have a test environment first before you apply it to the production environment because sometimes the updates mess up the data. I need to have a test environment first before loading it, but aside from the system, you also need to update the OS, PHP, and the web server itself. A lot of administrative tasks are needed if it is the free version, but for the cloud, you just use the product.

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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 ease of use is the most valuable feature. It's very easy to use, so to get started, you don't really need hardcore development skills."

"This solution saves time when completing our pharmaceutical processes, which allows things to progress faster to the FDA."

"Based on my experience, I have found Automation Anywhere to be more stable and accessible."

"It an easy, simple, and user-friendly tool that can be accessed through the mobile application as well."

"This is a solution that I recommend."

"The most valuable feature is the screen recorder, which helps to automate processes easily."

"The addition of excel advanced to directly append worksheets, add formulas, etc was very beneficial and made the code development faster."

"The main thing is the simple UI, easy to use commands, and it's very easy to learn compared to other tools in the market."

More Automation Anywhere pros

"The product is loaded with all the features you need."

"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."

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

"You can just register and within five to minute minutes, you are ready to go."

"The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system."

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."

"We find its ability to track what's going on with each request very valuable."

More Freshservice pros

"The tool's most valuable features include UI, visualization, and data scraping."

"The product is user-friendly."

"The most valuable features of GLPI are its ITSM capabilities, including ticketing, automatic tasks, plugins, and notification systems."

"The product is very easy to deploy."

"The best feature for me is the power of customization, allowing us to add extensions from each place of GLPI."

"GLPI helps with tracking device assets. For example, when I assign a laptop to an employee, the GLPI agent installed on the client device gathers detailed information about it."

"The most valuable features of GLPI are asset management, asset tracking, asset reporting, and ticket management. We use it as a configuration management database (CMDB), which is very useful for impact assessment and change management. The license management feature is also beneficial because it is bundled with asset management. When an agent reports a certain set into the database, all the software running on that host or server is assessed, collected, and reported. This makes license management very useful. Since implementing GLPI, we've noticed that our IT operations are more stable. The tool allows us to manage changes in the environment more effectively by creating change requests for assets. GLPI supports our processes, allowing us to organize IT operations with custom forms and workflows, making it quite flexible. Although the deployment is still in progress, we see significant benefits in organizing our IT processes with this tool."

Cons

"The optical character recognition of various documents and templates, particularly when using the Arabic language, has room for improvement."

"The quality and response time of the support, even on Sev-1 tickets, is not satisfactory."

"The marketing for Automation Anywhere has room for improvement."

"There are a few features that we would love to have: running on the cloud, running on Linux, out of the box integration availability with larger ecosystems like Salesforce, Workday, or Microsoft."

"We have had issues with stability in the past, and there should be a function that helps you to find out what is wrong with your environment that is causing the automation to fail."

"Version 11 is a bit heavy. At times, it takes a toll on the computing resources."

"For my organization specifically, the challenge is with Automation Anywhere upgradation. We have more than 100 bots that were developed five years ago."

"It would be better if they could extend the support for AA version 11 for a few more years, as most of the companies have tasks completed in AA version 11, and A2019 is much slower compared to AA 11."

More Automation Anywhere cons

"The chat portal is not that great."

"Freshservice could improve the integration with Microsoft Outlook."

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

"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

"We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering."

"In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough."

"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."

More Freshservice cons

"The solution has occasional lags and glitches."

"A stringent plugin management would benefit GLPI. You can extend GLPI with many plugins, but plugin development is handled by individuals worldwide. Since it's an open-source solution, plugins are developed independently, and you never know which plugin is compatible with your version of GLPI. I would suggest that the developers focus more on plugin management to ensure plugins are more consistent and compatible with most versions of GLPI. Currently, you always have to check if a plugin works with your GLPI install, which can be inconvenient."

"I've encountered some issues with GLPI. The official documentation on the GLPI website recommends using PHP version 8.3, but it used to recommend PHP version 8.2."

"The solution must be more flexible."

"For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365."

"The stability of Windows OS could be enhanced."

"One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating some failure in network communication with the server."

Pricing and Cost Advice

"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."

"We save approximately 10,000 hours per year."

"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."

"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"The pricing is reasonable and one can achieve ROI faster when compared to other tools."

More Automation Anywhere pricing and cost advice

"The solution may be around 20,000 euros a year."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

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

"Compared to other tools, Freshservice is affordable."

"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."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"The price of Freshservice could improve, it is expensive."

More Freshservice pricing and cost advice

"I have used the tool's open-source version...GLPI Network Cloud is 19 Euros per month. It comes with one agent only, but if you use the IT asset management part, it is unlimited."

"The solution's pricing is reasonable."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

11%

Manufacturing Company

10%

University

Educational Organization

University

11%

Manufacturing Company

10%

Comms Service Provider

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	538

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

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	3
Large Enterprise	1

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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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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What needs improvement with GLPI by Teclib?

One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to...

See all answers

What is your primary use case for GLPI by Teclib?

I work directly with some customers, and, in general, consumers. We attend to some people, however I mostly attend di...

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What advice do you have for others considering GLPI by Teclib?

Each company should start by exploring GLPI, understanding its features and extras they can use.

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

Celonis vs Automation Anywhere

Compared 2% 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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ServiceNow vs GLPI by Teclib

Compared 28% of the time

OTRS vs GLPI by Teclib

Compared 17% of the time

TOPdesk vs GLPI by Teclib

Compared 12% of the time

NinjaOne vs GLPI by Teclib

Compared 11% of the time

ManageEngine ServiceDesk Plus vs GLPI by Teclib

Compared 10% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

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Buyer's Guide

Freshservice

June 2026

Download Freshservice product report

Buyer's Guide

GLPI by Teclib

June 2026

Download GLPI by Teclib product report

Also Known As

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

Flint

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

Teclib'

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

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

GLPI by Teclib focuses on asset management and ticketing, utilizing agent-based asset tracking and offering integration with systems like Active Directory. It also serves as a CMDB, supporting functions such as financial and contract management alongside project tools and network monitoring.

GLPI by Teclib is leveraged for its comprehensive ITSM capabilities, allowing organizations to manage assets and support tickets effectively. It offers integration with LDAP and Active Directory for seamless asset tracking and ticket management. Financial tracking, contract management, and project tools bolster its functionality, while network monitoring and software inventory provide additional insights. Customization through plugins enhances its adaptability, operating efficiently across Linux servers. Despite challenges like plugin management and PHP issues, improvements in features such as communication error handling and permission flexibility can enhance its IT operations further.

What are the key features of GLPI by Teclib?

Asset Management: Tracks and manages company hardware and software assets efficiently.
Ticket Management: Streamlines user support through well-structured ticket handling.
CMDB: Offers a centralized configuration management database for IT infrastructures.
Financial Tracking: Monitors expenditures related to assets and IT services.
Contract Management: Simplifies tracking and managing vendor contracts and SLAs.
Project Tools: Assists in managing IT projects with integrated tools.

What benefits should users consider in reviews?

Customization: Adapts to team needs with extensive plugin support.
User Experience: Provides a comprehensive interface, enhancing ease of use.
ITSM Flexibility: Automation and notification features streamline workflow.
Stability: Promotes organized IT operations with robust tracking.
Data Visualization: Offers insightful data presentation for informed decision-making.

GLPI by Teclib finds application across industries for its extensive ITSM functionalities. IT departments in healthcare, education, and finance sectors rely on it for efficient asset management and support ticket handling. Its role as a CMDB aids organizations in maintaining detailed records of their IT environments, while financial tracking and contract management functionalities cater to stringent compliance and regulatory needs. Educational institutions leverage GLPI's project management and network monitoring capabilities to oversee IT services and infrastructure effectively.

Teclib'

Sample Customers

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

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

Information Not Available

Buyer's Guide

Freshservice vs. GLPI by Teclib

June 2026

Free Report: Freshservice vs. GLPI by Teclib

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