Freshservice vs LinkLive comparison

Freshworks and LinkLive are both solutions in the Help Desk Software category. Freshworks is ranked #7 with an average rating of 8.2, while LinkLive is ranked #47. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of LinkLive users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

Freshservice and LinkLive compete in the tech industry, serving distinct operational needs. Freshservice often holds an edge in pricing and support, while LinkLive is preferred for its advanced features, which justify its cost.

Features: Freshservice offers automation capabilities, incident management, and asset management tools. LinkLive shines with collaboration features and real-time communication abilities, making it ideal for customer engagement and support.

Room for Improvement: Freshservice may benefit from more advanced customization capabilities, improved integration with third-party apps, and expanded mobile functionality. LinkLive could enhance user interface simplicity, reduce setup complexity, and offer more pricing flexibility.

Ease of Deployment and Customer Service: Freshservice features straightforward cloud-based deployment and strong onboarding support. LinkLive, with its hybrid model, involves a more complex setup but is supported by dedicated customer service tailored for high-communication needs.

Pricing and ROI: Freshservice provides competitive pricing with a flexible subscription model promising solid ROI, especially for businesses focused on IT service management. Although LinkLive has a higher initial setup cost, it offers significant ROI for enterprises enhancing integrated communication systems, aligning its pricing structure with feature-rich offerings.

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

Buyer's Guide

Freshservice vs. LinkLive

August 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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Laurie A Aspinwall

VP, Service Center & Digital Banking Manager at Newburyport Bank

Great video conferencing, in-chat calling, and document sharing

I would give LinkLive a perfect ten out of ten rating. Despite being on a month-to-month contract, we could have easily switched to another provider. However, doing so would have been more expensive and time-consuming due to the simplicity and reliability of LinkLive's system. Their system's exceptional redundancy ensures consistent uptime, minimizing disruptions and downtime. LinkLive has recently been expanded from its initial implementation in the service center to encompass the entire company. Additionally, due to our merger with another financial institution, LinkLive is now being utilized by both entities. Before I joined the company, our organization had engaged a consultant to identify suitable customer engagement solutions. At that time, I was not particularly keen on LinkLive as they were not a widely recognized name. I favored more established options like Genesys and Five9. Consequently, I was initially skeptical of LinkLive. When we first adopted LinkLive, their technology was not yet fully mature. However, over the past few years, they have transformed into a completely different company. They have made significant investments in technological advancements and have emerged as a frontrunner in the industry. Moreover, LinkLive is exceptionally collaborative. We regularly provide suggestions, and their engineers are always receptive to our feedback and are willing to implement enhancement requests. Many of the enhancements they have made are based on our recommendations. As a result, LinkLive has evolved into a highly progressive technology company, and we are proud to be associated with them. LinkLive requires maintenance when we add or remove people. We are working on an enhancement with them to automate this process, making it the same as for phone numbers. This enhancement will cover permissions, call routing, and other relevant aspects. LinkLive may not have the same brand recognition as some of its competitors, but the value it offers is unmatched. The chat functionality is far superior to anything else on the market, and the sound quality is exceptional. Additionally, the people at LinkLive are passionate about technological innovation and committed to providing their customers with the best possible experience.

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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

"We had an old ERP which required human interactions because of the lack of a system, and what we did is have the robotics read an invoice and plug it directly into our ERP, avoiding the extra steps, saving about an hour-and-a-half a day and 20 percent of an FTE."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

"Automation Anywhere is a ten out of ten."

"We automated one process that was running with 109 people and reduced it down to 69 with automation."

"It improved the task performance at a team level and improved productivity."

"In finance, it has helped us deliver on productivity and provided us with FTE savings."

"We have found that the automation bots we have developed give great savings in terms of higher productivity and efficiency."

"The application replaced about three employees for the OFAC verification processes, thus eliminating the need to hire more people for those tasks."

More Automation Anywhere pros

"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"The solution’s timely automated triggers increase our IT team’s productivity."

"Depending on the size of your organization, is pretty standard and useful."

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

"The workflow and the change management process are valuable."

"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."

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

More Freshservice pros

"In the future, we may take advantage of LinkLive's video or phone capabilities, but we strictly use text chat now, so I would say that is most valuable to us at the moment."

"It improves our member experience and keeps them as members of our credit union."

"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."

"Being the president of our organization, I love the secured email because there are a lot of messages that I have to send out that are secure. There have not been any issues with sending the messages or with individuals receiving and viewing them."

"Because of the effective tool and good experiences, we upgraded to the latest version with document sharing and video."

"There are so many valuable features. One of the things that we really appreciate is the uptime. LinkLive rarely, if ever, goes down or disconnects calls. We appreciate that we don't have to be concerned about dropping calls or losing a customer mid-call as a result of those issues."

"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."

"Our agents find the authenticated session feature to be the most helpful. It can take 30 to 45 seconds to verify someone with verifying questions through digital banking, and we didn't have the capability of verifying questions through digital banking before LinkLive. This feature allowed us to work in partnership with our digital banking provider, who can see that a customer is within an authenticated digital banking session. They do not need to ask verifying questions again to ensure that the person is who they say they are. That is one of the nicest things for us, and especially for our agents."

Cons

"There's potential for Automation Anywhere to integrate conversational types of tools and AI into their tool set, which would be really valuable."

"They have done a fairly good job on the RPA space, but more and more, the whole cognitive AI space and machine learning are where I see the industry actually going. I'm sure Automation Anywhere is also focused on that topic, but we would like to see more coming down the pipe, as early as possible."

"More structured and unstructured data collection will be a challenge. While we have the IQ Bot tool, the success rate at the beginning will be lower. It will be around 20 to 30 percent at the start because you need to train the bot at regular intervals. Of course, this depends on the data. This area could use be improvement."

"If there were one thing I could ask for it would be a text-based language. Right now it's proprietary, so you always have to go through the tool, even for things like basic compares."

"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."

"Automation Anywhere risks falling behind by focusing solely on Robotic Process Automation when competitors offer more versatile and adaptable solutions that integrate AI for a more intelligent automation experience."

"Not all data is good quality. This presents a challenge for automation, which is important."

"If I build a bot today and don't use it, however, in several months, someone tries to use it, there's a 30-40% change the bot will fail in one or two areas."

More Automation Anywhere cons

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

"There is room for improvement in reporting for project management."

"The chat portal is not that great."

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

"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."

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

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

More Freshservice cons

"I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications."

"Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out."

"Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out. Right now, the way that canned responses are set up, they could be set up with as many responses as you want. However, the one thing that they liked from our previous providers is that you could categorize responses. So, if you have a certain area where you might have four or five responses related to one topic, then you could easily just click on the topic and see your responses. That is one area which is not a huge deal, but it gives back those five seconds that you are looking for a response to get more lengthy responses out to a customer. It would be nicer to have that a little bit more available."

"The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence."

"On the back-office side, it houses email addresses for when you look at the agent hunt groups. I can't use my work email address in my own online banking account because it messes up whether I'm an employee or a customer."

"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."

"The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two."

Pricing and Cost Advice

"Our costs are approximately between $5,000 to $10,000 per license."

"It's cheapest among the competition, although bargaining is a must."

"Our annual licensing costs are about $500,000."

"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."

"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."

"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."

"I don't deal have cost specifics but I can say it is a tool that provides value for the money."

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

More Automation Anywhere pricing and cost advice

"The solution has an annual licensing model."

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

"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."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"Compared to other tools, Freshservice is affordable."

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

More Freshservice pricing and cost advice

"The pricing is fair."

"The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."

"We have been very comfortable with the pricing. We are a smaller financial institution so pricing is always a factor. We feel that we are just getting a ton of value for what we are spending."

"You definitely get more bang for the money with LinkLive.You can get a more expensive product that does what this one does, and possibly more, but for the cost, it works perfectly with our core system."

"In terms of cost, LinkLive was similar to other products. I find it reasonable. Its features, for the cost, were a better deal comparatively speaking."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

11%

Construction Company

11%

Outsourcing Company

11%

Construction Company

11%

Manufacturing Company

10%

University

Comms Service Provider

Construction Company

24%

Financial Services Firm

17%

Manufacturing Company

10%

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1
Large Enterprise	2

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...

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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.

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...

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What needs improvement with Freshservice?

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

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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...

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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 3% 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

Device42 vs Freshservice

Compared 4% of the time

More Freshservice Competitors

Genesys Cloud CX vs LinkLive

Compared 19% of the time

Cisco Webex Contact Center vs LinkLive

Compared 18% of the time

Freshdesk vs LinkLive

Compared 14% of the time

Talkdesk vs LinkLive

Compared 13% of the time

Five9 vs LinkLive

Compared 5% of the time

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

LinkLive

August 2026

Download LinkLive product report

Also Known As

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

Flint

Revation LinkLive

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

LinkLive

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

LinkLive is an advanced communication platform designed to elevate the way businesses interact with their customers securely, enhance personalized customer engagement and team collaboration. The platform utilizes a combination of human expertise and artificial intelligence (AI) to provide secure communication solutions, and improving operational efficiencies. It was formerly known as Revation Systems.

At its core, LinkLive unifies voice, video, chat, and email communications into a single, integrated platform. This consolidation enables businesses to offer a more cohesive and responsive customer service experience. Users can seamlessly switch between communication modes, ensuring that customer interactions are both flexible and efficient.

LinkLive places a strong emphasis on security and regulatory compliance, making it an ideal choice for sectors such as healthcare, finance, and government, where data protection is paramount. The platform incorporates end-to-end encryption, robust access controls, and audit trails to safeguard sensitive information and comply with industry regulations like HIPAA, GDPR, and more.

Leveraging AI and machine learning, LinkLive offers advanced personalization capabilities. It can analyze customer data in real-time to provide personalized interactions and recommendations. This level of insight helps businesses tailor their services to individual customer needs, enhancing satisfaction and loyalty.

Charles Larsen, a Senior Director at Banner Health, shared with us that LinkLive is "very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

Emily Aubele, Quality Assurance Director at United Way of Pennsylvania, shared with us that they chose LinkLive over other vendors, because with LinkLive, "all of the applications are in-house, meaning the chat, the text—everything that you use—is developed and maintained internally by LinkLive. In the other systems, chat, text, and video were all third-party applications."

LinkLive

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

1. AT&T 2. Verizon 3. T-Mobile 4. Sprint 5. Comcast 6. CenturyLink 7. Vodafone 8. Orange 9. Telefonica 10. BT Group 11. Deutsche Telekom 12. Telstra 13. NTT Communications 14. China Mobile 15. SoftBank 16. SK Telecom 17. Telecom Italia 18. Bell Canada 19. Rogers Communications 20. Telus 21. KDDI 22. Swisscom 23. Telkom Indonesia 24. Singtel 25. Etisalat 26. Ooredoo 27. Turkcell 28. Saudi Telecom Company 29. Telecom Egypt 30. PLDT 31. MTN Group 32. América Móvil

Buyer's Guide

Freshservice vs. LinkLive

August 2026

Free Report: Freshservice vs. LinkLive

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

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