Freshservice vs HaloITSM comparison

Freshworks and HaloITSM are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #8 with an average rating of 8.2, while HaloITSM is ranked #23. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of HaloITSM users who would recommend it.

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

Freshservice and HaloITSM are designed to provide effective IT service management solutions. HaloITSM has a slight advantage due to its comprehensive feature set, making it preferable for organizations seeking depth and flexibility in ITSM processes. However, Freshservice is noted for competitive pricing and support quality, often seen as providing strong value.

Features: Freshservice is known for its automation capabilities, intuitive workflow design, and a strong focus on simplifying IT tasks. HaloITSM stands out with highly customizable dashboards, detailed reporting tools, and rich integration options.

Ease of Deployment and Customer Service: Freshservice offers an easy-to-use deployment process with efficient support channels, making it suitable for quick setup and reliable customer assistance. HaloITSM provides a flexible deployment model with extensive customization options and robust customer service but might require a longer deployment time.

Pricing and ROI: Freshservice has a relatively lower setup cost with a focus on cost-effectiveness, delivering substantial ROI for small to mid-sized enterprises. HaloITSM, while potentially higher in initial expenditure, offers significant returns through its rich functionality tailored to enterprise-level needs.

To learn more, read our detailed Freshservice vs. HaloITSM Report (Updated: August 2026).

Buyer's Guide

Freshservice vs. HaloITSM

August 2026

Download the complete report

Helped 909,099 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

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.

Read full review

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.

Read full review

Ian MacFarlane

Owner at Elifiatek

Codeless with no customization required and excellent pricing

We have just displaced a ServiceNow installation, which is a major win. We have become partners with Halo and reduced our partnerships with other enterprise ITSM providers. We've actually become partners with Halo, and we've got rid of our partnership with Ivanti ITSM. It's a real market changer, for sure.

Read full review

Quotes from Members

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

Pros

"From what I have seen with the IQ Bot, it is very impressive and I think it is going to solve a lot of problems that we face right now."

"By combining Automation Anywhere and Appian together, we have been able to build a bot that works with Appian workflows to manage all our employees."

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

"With Discovery Bot, we can even have our business people enabled with process finding and do an evaluation on whether it can be converted into an opportunity."

"We have saved time and money using the solution."

"AA RPA has drastically reduced speed of execution and thus turn around time of processes, ensuring all service level agreements are met and our customers get a great experience."

"The code automation platform is the most valuable feature."

"I strongly believe that the UI which we have is a good advantage for Automation Anywhere, as it is easy to understand, so a person who is new to Automation Anywhere can easily understand and start their journey with it."

More Automation Anywhere pros

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

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

"We have definitely seen a return on investment based on the use cases we have implemented."

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

"The most valuable aspect of the solution is the user experience."

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

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

More Freshservice pros

"The most valuable aspect is that is is codeless."

"The product’s UI is very good."

"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."

Cons

"I think it is a little bit of an ongoing struggle, because we don't deal with the infrastructure. We have a separate infrastructure team that sorts all that out. So, sometimes there are communication issues just trying to get our internal IT team onboard to run through the installs and that sort of thing. But, definitely with the new cloud version coming onboard, we'll be looking toward going to that. Hopefully it'll resolve some of that friction that comes about through the install process and complexity."

"I would like to have a command that allows me to add code, like C#. As a developer, this would be helpful."

"The first version would double our cost."

"Excel, Outlook, and Word automation are very difficult with V11."

"This solution could be more stable because sometimes I see some bugs."

"They need to improve the speed. It runs too slowly."

"The areas for room for improvement are always going to be around experience, making it even easier to get engaged, and get started. Because lowering that threshold to get started is what enables an additional set of problems to be solved."

"What I don't like about Automation Anywhere is that its troubleshooting tools need to be improved because they usually take a long time to solve problems as they come up."

More Automation Anywhere cons

"Not integrated with Google."

"They're not very good at technical support."

"I'd like to see better reporting on changes and as well as enhancements to the task/time function."

"We'd like to see a CMDB, a Configuration Management Database, in the future."

"Their analytics need improvement."

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

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice."

"Freshservice could improve the delegation and workflow management features."

More Freshservice cons

"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."

"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."

"The product does not have its own orchestration engine."

Pricing and Cost Advice

"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."

"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."

"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."

"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."

"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

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

"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."

More Automation Anywhere pricing and cost advice

"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."

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"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 solution has an annual licensing model."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

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

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

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

More Freshservice pricing and cost advice

"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."

"The product’s pricing is competitive and less complicated."

"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

909,099 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

11%

Manufacturing Company

10%

University

Comms Service Provider

Government

11%

University

11%

Healthcare Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

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

No data available

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...

See all answers

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...

See all answers

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.

See all answers

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

See all answers

What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

See all answers

What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

See all answers

Ask a question

Earn 20 points

Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Freshservice

Compared 11% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

Asana vs Freshservice

Compared 2% of the time

More Freshservice Competitors

ServiceNow vs HaloITSM

Compared 22% of the time

JIRA Service Management vs HaloITSM

Compared 16% of the time

SysAid vs HaloITSM

Compared 8% of the time

TeamDynamix vs HaloITSM

Compared 6% of the time

NinjaOne vs HaloITSM

Compared 6% of the time

More HaloITSM Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

August 2026

Download Freshservice product report

Buyer's Guide

IT Service Management (ITSM)

July 2026

Download HaloITSM product report

Also Known As

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

Flint

NetHelpDesk

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

HaloITSM

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

HaloITSM offers a comprehensive platform designed to streamline IT service management processes, enhancing efficiency and reducing operational costs for businesses. Its scalability and adaptability make it suitable for organizations of all sizes, providing a robust foundation for effective IT operations.

Designed for diverse industries, HaloITSM integrates seamlessly into existing systems. Its intuitive design facilitates enhanced workflow management, incident tracking, and automation. Users benefit from its customization capabilities, tailored to meet unique requirements. With powerful reporting and analytics, businesses can gain actionable insights to drive continuous improvement and informed decision-making. Furthermore, HaloITSM supports global reach with its multilingual and multi-currency options, ensuring adaptability to various market needs.

What are the key features of HaloITSM?

Incident Management: Streamlines IT support processes, ensuring timely issue resolution.
Change Management: Automates change workflows, reducing risks associated with IT changes.
Asset Management: Provides comprehensive oversight of organizational assets, optimizing resource allocation.
Service Catalog: Allows for customizable service listings, enhancing user experience.
Self-Service Portal: Empowers users with self-help resources, minimizing support requests.

What benefits should users look for in reviews?

Cost Efficiency: Reviewers note reduced operational costs due to streamlined processes.
Scalability: Users highlight its adaptability to both small and large organizations.
User-Friendliness: Praised for its intuitive interface, making it accessible for all users.
Customization: Recognized for tailored features meeting specific business needs.

HaloITSM is implemented across sectors like healthcare and finance, addressing specific industry requirements with customizable workflows and compliance features. Its impact is notable in enhancing service delivery and operational efficiencies in these fields.

HaloITSM

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

Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.

Buyer's Guide

Freshservice vs. HaloITSM

August 2026

Free Report: Freshservice vs. HaloITSM

Find out what your peers are saying about Freshservice vs. HaloITSM and other solutions. Updated: August 2026.

DOWNLOAD NOW

909,099 professionals have used our research since 2012.

See our Freshservice vs. HaloITSM report.

See our list of best IT Service Management (ITSM) vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.