Freshservice vs LinkLive comparison

Why PeerSpot?

Freshworks and LinkLive are both solutions in the Help Desk Software category. Freshworks is ranked #8 with an average rating of 8.3, while LinkLive is ranked #45. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of LinkLive users who would recommend it.

Comparison Buyer's Guide

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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: September 2026).

Buyer's Guide

Freshservice vs. LinkLive

September 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

"Automation Anywhere's document automation, powered by IQ Bots and now enhanced with AI, stands out as a particularly valuable feature."

"We have never not had a yearly ROI; we've always greatly exceeded the cost of, or the investment in, the tool and it is saving us more than millions of dollars a year."

"The AI Agent of Automation Anywhere is very powerful and very good, with accurate, reliable, and faster responses, and it is able to understand the context so that from the next time onwards it delivers exactly what I expect."

"WLM & Device Pool, where multiple devices perform the same thing parallel and complete the tasks at the same time. The credential manager for security is one of the most valuable features for storing credentials and providing security between the developer usage and future maintenance where passwords expire every 90 days."

"We can see what the bots are doing when they are working."

"Automation Anywhere is the best."

"For most of the cases that we have worked on, the application has been stable."

"They have an AI platform with GenAI implemented to help us generate anything that is necessary for automation."

More Automation Anywhere pros

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

"We like the mail tickets on offer; it is something we love, and there are workflows that are working quite well, with multiple queues and resolution groups, and the solution has been stable."

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

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

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

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

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

"It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets."

More Freshservice pros

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

"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."

"More customers are getting taken care of, and that means we are seeing customer satisfaction."

"It's 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."

"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."

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

"Within two months from a business standpoint, it was a slam dunk success."

"One of the primary features we use it for is the Agent Connect screen-sharing feature. I find it invaluable when troubleshooting customer problems with online banking. It saves us time, and time is money."

Cons

"To improve the product, one aspect that Automation Anywhere can work on is archiving legacy data effectively. Currently, data older than current versions remains on the server, slowing the system down."

"Automation Anywhere has to improve its technical features."

"I would like to see a lot around API integration going forward, like the ability for other systems to talk to the AI better by opening it up. I would like to see more chatbots or anything in the journey of making it truly immersive for human workers working with these bots."

"They need to improve the real-time data and analytics."

"In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now."

"The IQ Bot could use improvement."

"Commands in Excel, Outlook, and Word automation are very limited and hence facing difficulties automating complex requirements for the above applications with V11 version."

"I am not technically inclined, and it involves many steps for a process to function properly. It requires a lot of work initially to design and develop a process. I find it somewhat challenging. If you take time to understand it, it's not too difficult, but it seems complicated at the beginning if you're not a technical person."

More Automation Anywhere cons

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

"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. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."

"Freshservice could improve the integration with Microsoft Outlook."

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

"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."

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

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

"The analytics could be better. We would like better visualization of items and KPIs, et cetera."

More Freshservice cons

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition."

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

"In the browser-based experience, I would love to see a hold button. Presently, you have to drag the hold music into a call and then drag it out. A hold button would really be easier, particularly if you have to put someone on hold multiple times."

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

"They could provide faster response times, but they got everything resolved."

"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."

"The notifications for incoming chats could be a little more obvious. Our organization doesn't have a call center, so we don't have someone sitting at the computer waiting for a chat to come in. They're busy with other work."

Pricing and Cost Advice

"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."

"The licensing needs to be made simpler or shortened."

"It is the most economically friendly and it provides you with a lot of functions."

"They are already coming out with a community license, which is really good. That's something that I wish to have."

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

"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."

"I would like them to have better license management."

"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."

More Automation Anywhere pricing and cost advice

"Our licensing fee for Freshservice is $2,500 a year."

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

"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."

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

"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."

"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."

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

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

"The pricing is fair."

"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."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

University

Construction Company

23%

Financial Services Firm

17%

Manufacturing Company

10%

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

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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Compared 5% of the time

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Compared 4% of the time

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Compared 18% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

September 2026

Download Freshservice product report

Buyer's Guide

LinkLive

September 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

September 2026

Free Report: Freshservice vs. LinkLive

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

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