Freshservice vs Micro Focus Service Anywhere [EOL] comparison

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Freshworks and OpenText are both solutions in the Help Desk Software category. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of OpenText users who would recommend it.

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Executive Summary

We performed a comparison between Freshservice and Micro Focus Service Anywhere [EOL] based on real PeerSpot user reviews.

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Buyer's Guide

Help Desk Software

October 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

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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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it_user568017

CTO at a financial services firm with 51-200 employees

It is accurate, secure and stable.

Anything that can basically reduce the amount of time that the guys spend working on a specific problem or task. There is always room for improvement that can be in terms of functionality, cost of market, ease of use, training of the product and so on. If it brings functionality into the solution, that would be good. I'll leave it at that because there's so much that they can offer, it's unreal.

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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 is very simple to use; the features are very simple, the application is light, and overall I love it."

"The management works well."

"The valuable features of Automation Anywhere really are around the ease of use. Our RPA program focuses on citizen development, and all of the developers have full-time jobs as accountants, and then they work in automation on the side when time allows."

"What Automation Anywhere does exceptionally well is allowing users—especially those without a technical background—to navigate easily, and if you know how to work with Excel or Word, you can simply type commands in plain English like 'save Excel' or 'open Excel' to find the corresponding actions."

"What I appreciate the most about Automation Anywhere is that the tool is very robust."

"So far, the organization has 20+ bots, which has generated more than $50K of ROI."

"We were working on a system called AS 400. Automation Anywhere performed well on that old system. It handled complicated processes. I had to review different menus and screens and give resources, storage, and databases. That's complicated."

"We offer them a cost and time-effective solution for repeated and time-consuming processes, which surely help a lot in terms of improving quality."

More Automation Anywhere pros

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

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

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

"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."

"The portal is straightforward for the end-user, but that's not the best part of Freshservice; integration is the part that's interesting because it's easy to set up a process, it's extremely simple to integrate, and in one week, you can add change management, which is incredible."

"We use the ticketing system primarily, which is very easy to use for all users."

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

More Freshservice pros

"It helps to capitalize everything in our company and also to leverage the activity between the teams."

"We've got faster time for our agents to open tickets, they find the screens really easy to use, and they're pre-populated with information about our users which our old system didn't have."

"So far, the initial setup time for the initial configuration to get it up and running and usable was surprisingly fast."

"The benefits for the company is the ability to reuse the knowledge that you can capitalize on the entire process and be able to share the same process worldwide for all of our countries."

"For me, it saves time; it is accurate, secure, and reduces overhead cost."

"We chose Service Anywhere because it provides a cost effective pricing model, was quick to implement, and provided a good end user experience."

"We can provide a rollout in two to four weeks from customer engagement to production use."

"Our users have traditionally been slow to adopt new systems, and in the past have not raised requests in our previous ITSM systems, but when we launched Service Anywhere to our staff we found they instantly adopted it, and the number of requests handled through the system has almost completely replaced other methods, allowing us to shut down several email addresses and have our staff use one single point of contact in Service Anywhere."

More Micro Focus Service Anywhere [EOL] pros

Cons

"Automation Anywhere should add a couple of commands which will help most developers not to always use a script, a good example is in String operations."

"Overall improvement is needed for non-technical users who face challenges with how to use it and how to perform more tasks."

"Sometimes, in Automation Anywhere, the recording process takes longer when capturing tasks on websites or applications, and there can be internal errors."

"When I post questions, I seldom get answers fast, and when I do, there are inconsistencies with the existing documentation."

"In terms of improvements for Automation Anywhere, I would prefer to see more options in packages and pricing, including a breakdown of different features and products, which would allow us to select certain products while potentially skipping others as needed."

"The UI can be improved a little bit to make it easier for beginners to understand."

"They need to make the AA stable across all browsers and I hope to see it fixed in the next version."

"My biggest suggestion would be to allow us to set up test and development licenses or environments that don't use unattended licenses needed for production."

More Automation Anywhere cons

"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."

"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."

"Freshservice could improve the integration with Microsoft Outlook."

"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

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

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

"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

"We'd like better integration with other products."

More Freshservice cons

"The process of moving updates from development to production."

"One area that needs improvement is the means of moving code from the development to production environment."

"I'd like to see better ways of getting reports into a paper copy which means the ability to export into Excel."

"We had some teething problems with Dev tenant export to production tenant import."

"Integration: The integration capacity of the tool is limited."

"Technical support is okay. They have a large customer base so the technical support is not quite the same as the on-premises solution."

"However, this application won't be enough for us."

"Customer service is 3/10 as it has a lot of scope for improvement."

More Micro Focus Service Anywhere [EOL] cons

Pricing and Cost Advice

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

"This is a value for the money product."

"Their licensing processes are in par with most industry standards."

"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."

"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."

"The pricing is a bit higher."

"Our pricing a year ago was $600 per license."

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

More Automation Anywhere pricing and cost advice

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

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

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

"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."

"The pricing is reasonable."

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

"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."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Manufacturing Company

12%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Construction Company

23%

Outsourcing Company

19%

Manufacturing Company

10%

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

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

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	10

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...

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...

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Compared 27% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

November 2026

Download Freshservice product report

Buyer's Guide

Micro Focus Service Anywhere [EOL]

October 2026

Micro Focus Service Anywhere [EOL] report

Download Micro Focus Service Anywhere [EOL] product report

Also Known As

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

Flint

HPE Service Anywhere

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

OpenText

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

Micro Focus Service Anywhere is a comprehensive, Big Data SaaS service desk based on industry best practices and built on a modern, scalable platform. Micro Focus Service Anywhere is easy-to-use with no installation, seamless upgrades, and rich out-of-the-box capabilities.

Using Big Data analytics, Micro Focus Service Anywhere proactively suggests knowledge during the natural course of service desk activities based on what is trending and most relevant. Big Data is embedded, analyzing all useful ITSM data across traditional structured records and previously unused, unstructured data. Combined with social collaboration and an attractive, modern interface, employees become more self-sufficient and tickets are reduced. Agents also become more efficient as tickets are automatically categorized and assigned to the appropriate agent, and when an agent reviews a service request, the system offers information that can resolve the issue and helps fill in required fields. Big Data also provides insights into trends to help process owners become more proactive, improving service quality.

Quick to deploy – your service desk can be up and running in just a few short weeks. Once deployed, it is then simple to administer and maintain going forward. Upgrades are effectively effortless. Its out-of-the-box capabilities reduce the need for customization and further decrease implementation times and associated costs.

For additional information read the Forrester Total Economic Impact Study on Micro Focus Service Anywhere.

To try a 30-day free trial of Micro Focus Service Anywhere, visit: hpe.com/software/servicedesk

OpenText

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

· United Airlines· America First Credit Union· AerLingus· PointClick Care· Faro Europe GmbH· The Hutton Institute· Tunise Electronique

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: October 2026.

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