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: August 2026).

Buyer's Guide

Help Desk Software

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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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

"There are multiple levels of cloning. In case screen cloning doesn't work, you can do object-based cloning or keystroke-level cloning, depending upon what parameters are available to you and what is the level of information that you capture. You can traverse between object cloning, which is the lowest form of cloning to a stroke-based cloning, which is like taking care of each keystroke-level which is made by the agent."

"Before switching to the cloud version of Automation Anywhere, I worked with v10 and v10, so I appreciate the core functionality and the fact that it's a low-code solution. That is one of the key elements that differentiates Automation Anywhere from other platforms and one of the reasons we have been able to achieve success."

"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."

"The saving of efforts within my project has been to the tune of 20% as of now and I am sure that it will improve as we explore the tool more and automate many more processes."

"The scalability of Automation Anywhere, the framework, and user interface are particularly impressive."

"It integrates with different types of applications, so we can automate our business partners' redundant, repetitive tasks."

"IQ Bot is very helpful as it is easy to learn and implement and the data output accuracy is almost 90%. Over time, the BOT learns from the validation which is an added advantage. Whatever I was thinking for version 11.3, it's being implemented in A2019. The incorporation of Python scripts is also implemented which will be easier for validations."

"It lets users add value with their time other than focusing on downloading Excel files, consolidating, and drawing up formulas. Since everything is structured, these easily are incorporated into the bot's work."

More Automation Anywhere pros

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

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

"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."

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

"It has greatly improved the process of ticket triaging."

"Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone."

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

"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."

More Freshservice pros

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

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

"Easier access to data and for reporting which gives the data for managing IT."

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

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

"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."

"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."

"If ITIL adoption is important, then this would be the product as it is cloud based, quick, cost-effective, and easy to implement."

More Micro Focus Service Anywhere [EOL] pros

Cons

"Their license model needs to be improved. The biggest issue for me is that the license is tied to a person, and it is not something that I can pass if I want to use it for the first five hours and pass it on to you for the next five hours and so on. When we automate, the license is tied to me, and if you or somebody else needs to use that license, as a COE administrator, I need to transfer the license from person A to person B. This is something that I have always told them that should not be this way because you want to utilize your licenses effectively."

"In a cost-sensitive industry like banking, where automation needs to prove clear ROI, a more flexible pricing structure would assist organizations in expanding automation more aggressively without feeling constrained by budget considerations."

"I suggest increasing assistance from support personnel."

"Improvements that can be made are: It should be easier to automate tasks on a virtual machine that uses a different environment altogether."

"The data migration could be better."

"Automation Anywhere's stability could improve. It isn't completely stable, but it's getting better daily."

"Some of the machine learning (ML) components are still in development. They deployed many of them, but they are doing some improvements on the machine learning part."

"Automation Anywhere lacks a desktop version and is solely web-based and cloud-based. Automation Anywhere is not so easy for business users who are not technical."

More Automation Anywhere cons

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

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request 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."

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

"I experienced some delay in response time for non-function critical queries."

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

"The chat portal is not that great."

"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."

More Freshservice cons

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

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

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

"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."

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

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

"It's not as mature, and so we have got a few things we're looking for there that we're working with HP on."

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

More Micro Focus Service Anywhere [EOL] cons

Pricing and Cost Advice

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."

"Automation Anywhere's pricing is significantly higher than other RPA solutions."

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"

"We have a few licenses. They cost roughly $10,000 each."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"The solution is quite expensive. Not every organization can consider this option."

"There are some additional costs beyond the standard licensing fees. There are a couple of add-ons we've looked at: The IQ Bot for OCR and machine-learning were add-ons, as well as the Bot Insights - the analytics."

"Subscription for Automation Anywhere (AA) is paid yearly."

More Automation Anywhere pricing and cost advice

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

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

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

"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 price is competitive, it is not more than other solutions on the market."

"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 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."

"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."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

11%

Manufacturing Company

10%

University

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

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

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 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

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Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

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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

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Compared 25% of the time

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Compared 23% of the time

Cherwell Service Management vs Micro Focus Service Anywhere [EOL]

Compared 17% of the time

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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

Micro Focus Service Anywhere [EOL]

July 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: August 2026.

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