Freshservice vs OpenNebula comparison

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Freshservice

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Executive SummaryUpdated on Dec 17, 2024

Freshservice and OpenNebula compete in the IT service management and cloud management space. Freshservice appears to have the upper hand with extensive feature offerings and ease of use, while OpenNebula stands out for its cloud management and cost-effectiveness.

Features: Freshservice offers robust incident management, comprehensive analytics, and seamless mobile app integration. Its workflow automation simplifies complex processes, aiding in better ticket routing and resolution. OpenNebula excels with its lightweight design, ease of customization, and flexibility in cloud management, making it an efficient choice for businesses looking to manage multiple environments with ease.

Room for Improvement: Freshservice needs improvement in customization options, enhancing its reporting capabilities, and better integration with third-party tools such as Microsoft Outlook. OpenNebula requires enhancements in documentation, expanding its feature set and improving REST API support to streamline integration and network provisioning.

Ease of Deployment and Customer Service: Freshservice offers versatility with deployment across public and private clouds, making it adaptable to different environments, though customer service experience varies with some facing delays. OpenNebula primarily operates in on-premises environments with some public cloud integration and generally satisfactory support, although the feedback is mixed.

Pricing and ROI: Freshservice provides flexible tiered pricing plans, which may be perceived as costly, especially outside of the American market, yet offers a notable return on investment. OpenNebula, being primarily open-source, stands out for cost-effectiveness, often being free or lower in price, offering substantial value compared to competitors like VMware.

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

Freshservice vs. OpenNebula

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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

Freshservice

Ranking in Cloud Management

12th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (5th), Project Management Software (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (8th), AI IT Support (3rd)

OpenNebula

Ranking in Cloud Management

9th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the Cloud Management category, the mindshare of Freshservice is 1.0%, up from 0.4% compared to the previous year. The mindshare of OpenNebula is 2.5%, down from 8.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Cloud Management Mindshare Distribution
Product	Mindshare (%)
OpenNebula	2.5%
Freshservice	1.0%
Other	96.5%

Cloud Management

Featured Reviews

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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FOURES Jean-Philippe

Products Manager at a tech services company with 501-1,000 employees

Reliable, simple to manage, and offers great technical support

The support of VXLAN fits with our network management. Thanks to this we can propose mixed solutions using virtual resources on OpenNebula and bare metal servers hosted in our facilities linked to each other on the sale network. This use case is very useful when some applications need bare metal power (Kubernetes workers, huge databases, AI models computations, et cetera). The cluster management is very useful for splitting our different clusters (mutual vs dedicated). We can manage deployments and capacity planning without pain. The API is also really simple and it helped us to develop the Terraform provider to manage OpenNebula like any other cloud infrastructure.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."

"The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system."

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

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

"Freshservice's best feature is its user-friendliness."

More Freshservice pros

"It is quite easy to deploy."

"It's easy to integrate OpenNebula with our IT systems."

"It makes maintenance very easy and stress-free for our teams."

"I also like the ability to build custom functions. I can define a function where I have two types of views and configure the dependencies. The virtual data centers concept allows me to define users. If a user wants to join certain kinds of machines, the host and the other user won't see them. It gives me the flexibility to define multiple views and data centers in one place."

"For the entire data center, as a private cloud, I believe that user management, expert management, and the virtual data center is completely magic for the users."

"OpenNebula has given us tremendous knowledge about cloud computing and about Cloud Management platforms, commonly known as CMP."

"OpenNebula is easy to deploy and manage compared to other solutions like OpenStack."

"The service feature appeals most to us, thus it is the most valuable."

More OpenNebula pros

Cons

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

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

"Not integrated with Google."

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

"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."

"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."

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

"Freshservice has an AI agent that needs improvement for finding knowledge base articles."

More Freshservice cons

"The protocol for clusterization is rough and doesn't work well."

"It should have a simple REST API like most other tools. It's the industry standard format. An XML-RPC API gives you an XML document that you have to convert and then do something with that. REST API endpoint provides outputs in a JSON document. I would also like to see support for user data or heat templates, which OpenStack offers, but OpenNebula doesn't have this yet."

"The front-facing API can be improved to support lots of requests when the platform is huge with lots of virtual resources."

"The web interface could be better. It's not very difficult to use, but there's room for enhancement."

"Most of the competitors are offering some sort of billing software to transform their installation to work as a small-sized public cloud, but those offerings from OpenNebula are still missing."

"They have been saying for the past two and a half years that they would develop a feature to hot-add RAM and CPU, but it does not work."

"As with all enterprise software licensing, the pricing is not intuitive and must be negotiated; grandfathered contracts are better than anything offered today."

"They should add more features like object storage."

More OpenNebula cons

Pricing and Cost Advice

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

"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."

"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."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"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."

"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."

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

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

More Freshservice pricing and cost advice

"VRA is very expensive but OpenNebula is free."

"The licensing for OpenNebula used to be free, but now it's no longer free. A customer contacted me asking to move to another provider because of the changes in the licensing terms for OpenNebula. I have no information on how much the OpenNebula license is because the customer pays for it, and I only do the integration."

"The solution is open source so is free."

"We use the Community Edition, rather than the Enterprise Edition."

"OpenNebula gives good value for money."

"OpenNebuoa has recently come up with a new subscription model that is economical and a lot of new customers are choosing this as it is an easy subscription model."

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Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

Educational Organization

Retailer

Financial Services Firm

10%

Computer Software Company

10%

University

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	6
Large Enterprise	3

Questions from the Community

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.

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

What needs improvement with OpenNebula?

The web interface could be better. It's not very difficult to use, but there's room for enhancement. Another area for improvement is the integration with hardware to manage the lower layer of the n...

What is your primary use case for OpenNebula?

Previously, we were using VMware, but recently, we've started using OpenNebula for cloud management. As a big cloud provider, it helps give customers increased control over their clusters. We use L...

What advice do you have for others considering OpenNebula?

I recommend it, especially if you need a management interface for a small to medium private cloud. I would rate OpenNebula an eight out of ten.

ServiceNow vs Freshservice

Comparisons

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Compared 9% of the time

JIRA Service Management vs Freshservice

Compared 7% of the time

Device42 vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

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Compared 23% of the time

Nutanix Cloud Manager (NCM) vs OpenNebula

Compared 9% of the time

VMware Aria Automation vs OpenNebula

Compared 6% of the time

VMware Cloud Director vs OpenNebula

Compared 6% of the time

Morpheus vs OpenNebula

Compared 6% of the time

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Product Reports

Freshservice

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Also Known As

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Overview

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Freshworks

OpenNebula provides the most simple but feature-rich and flexible solution for the comprehensive management of virtualized data centers to enable private, public and hybrid IaaS clouds. OpenNebula interoperability makes cloud an evolution by leveraging existing IT assets, protecting your investments, and avoiding vendor lock-in.

OpenNebula is a turnkey enterprise-ready solution that includes all the features needed to provide an on-premises (private) cloud offering, and to offer public cloud services.

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Akamai, BBC, Fermilab, Terradue, Surf Sara, Produban, Netways, ESA, China Mobile, BlackBerry, Deloitte, Fuze, Telefonica, Trivago, Nokia, Encore Tech, Beeks.

Freshservice vs. OpenNebula