We performed a comparison between Freshservice and OpenText Cloud Service Automation based on real PeerSpot user reviews.
Find out in this report how the two Cloud Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution is very responsive with a 97% success rate in funneling customer tickets."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"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."
"Ability to scan barcodes and a great search feature."
"The solution has been stable."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"I do 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."
"Freshservice's best feature is its user-friendliness."
"The most valuable feature of Micro Focus Cloud Service is how user friendly the solution is."
"The tool's most valuable feature is life cycle management."
"Not integrated with Google."
"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."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"The analytics could be better."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"I would like fewer restrictions as a software tester."
"OpenText Cloud Service Automation needs to incorporate easier installation. It should improve skills and quality of support."
More OpenText Cloud Service Automation Pricing and Cost Advice →
Freshservice is ranked 14th in Cloud Management with 29 reviews while OpenText Cloud Service Automation is ranked 27th in Cloud Management with 6 reviews. Freshservice is rated 8.0, while OpenText Cloud Service Automation is rated 9.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of OpenText Cloud Service Automation writes "Comes with life cycle management features but needs improvement in installation ". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas OpenText Cloud Service Automation is most compared with Red Hat Ansible Automation Platform. See our Freshservice vs. OpenText Cloud Service Automation report.
See our list of best Cloud Management vendors.
We monitor all Cloud Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.