Freshservice vs Micro Focus Service Anywhere [EOL] comparison

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.

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

To learn more, read our detailed Help Desk Software Report (Updated: May 2026).

Buyer's Guide

Help Desk Software

May 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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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

"It most benefitted us in converting daily routine tasks into automated processes at minimal cost with available infrastructure."

"It is easier to learn, implement, and get things done with Automation Anywhere compared to other tools on market right now."

"The ease of use for the end user and the very low complexity in trying to build a bot are the big factors for us. We are able to work on a project, identify a use case, come up with a design spec, and execute and build a bot within a span of six to eight weeks. In nine to ten weeks, we are able to go live, which reduced complexity. Once we go live, the user interface and the user experience are extremely good."

"This solution has gives us greater employee satisfaction because manual recurring work has been reduced."

"It has helped us relieve the workload on our human workforce and thus ensures that they remain productive and motivated at all times thus work efficiently."

"We have received 70 percent optimization using this solution."

"Our onboarding process was pretty good. We got access to all software that we needed to learn and utilize. The Automation Anywhere University is really good. In our business, the person who was onboarding us helped us to understand how to create a center of excellence and what verticals we needed to improve. So, the support was there. We are gradually becoming a center of excellence ourselves."

"Because of this product's features, I would rate Automation Anywhere as a game changer."

More Automation Anywhere pros

"We found the initial setup to be very simple."

"I would recommend this solution to others because it is good and the price is reasonable."

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

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

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

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

"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."

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

More Freshservice pros

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

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

"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."

"Just the use of big data is a game changer for us."

"Within the target domain, I think Service Anywhere is a good product with a good feature set."

"Now, our customer has a flow chart to maintain requests, and the service desk has got good feedback from the customer."

"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."

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

More Micro Focus Service Anywhere [EOL] pros

Cons

"AA has many features but the issue is with the loss of overhead on computing resources. For example, if the bot is encrypted, the bot should decrypt it first then act accordingly. If there are issues with the logic in the bot, there will be a lot of computer memory overload. There should be an additional feature for cloud functionality."

"The analytical dashboard in the Control Room could use some improvement."

"Sometimes, the recorder from Automation Anywhere does not work well and is inaccurate. This should be improved."

"With Oracle, Blue Prism was easier and a little bit more stable than Automation Anywhere. Even with ServiceNow, the automation was very unreliable. It did not work as expected."

"Because we are very new to our process, so we're still sort of working through it."

"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."

"Document Automation has issues related to speed. When I compare Document Automation with IQ Bot, IQ Bot is faster than Document Automation."

"Although the UI and elements are user-friendly, it is still difficult for business users without experience to understand how to use Automation Anywhere."

More Automation Anywhere cons

"It's hard to interact directly with the users themselves."

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

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

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

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

"It is 80% stable. Some users face issues in Chrome and Firefox."

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

"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."

More Freshservice cons

"The technical support could be better."

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

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

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

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

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

"Reporting is a challenge. We're working out how we can effectively report on what's going on."

"They're terrible as there was just a lack of response. We had to go through other avenues to get responses from the first level support."

More Micro Focus Service Anywhere [EOL] cons

Pricing and Cost Advice

"I believe it is $10,000 for Bot Creator."

"Time and monetary savings can range from 20 to 90 percent."

"Additional costs will be for the machines and the number of machines that you are using. You can deploy virtually as well as on physical machines. In both the situations, you do need to allocate a certain budget for securing the machines and where the software will be installed and running. The machines cannot be used for anything else, because only a certain bot can run at a certain time. You need to be very particular about your scheduling of running the bots, and while the bot is running nobody can use the machine. You cannot have an agent working on a machine and the bot running in the background. It has to be completely dedicated. Then there are the network bandwidth requirements and space requirements, which are additional costs apart from the licensing and software costs. The developer is also going to charge you for their coding time too."

"Time-wise: We have saved hundreds of thousands of hours."

"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."

"The price for Automation Anywhere is reasonable."

"Automation Anywhere is expensive."

"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."

More Automation Anywhere pricing and cost advice

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

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

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

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

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

"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."

"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."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

11%

Manufacturing Company

10%

University

Financial Services Firm

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

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What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...

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What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Freshservice

Compared 12% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

Device42 vs Freshservice

Compared 4% of the time

More Freshservice Competitors

Clarity SM vs Micro Focus Service Anywhere [EOL]

Compared 30% of the time

BMC Helix ITSM vs Micro Focus Service Anywhere [EOL]

Compared 22% of the time

Cherwell Service Management vs Micro Focus Service Anywhere [EOL]

Compared 18% of the time

Serviceaide ChangeGear vs Micro Focus Service Anywhere [EOL]

Compared 16% of the time

ServiceNow vs Micro Focus Service Anywhere [EOL]

Compared 14% of the time

More Micro Focus Service Anywhere [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

June 2026

Download Freshservice product report

Buyer's Guide

Micro Focus Service Anywhere [EOL]

June 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

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