Freshservice vs OpenText Universal Discovery and Universal CMDB comparison

Why PeerSpot?

Freshworks and OpenText are both solutions in the Configuration Management Databases category. Freshworks is ranked #5 with an average rating of 8.3, while OpenText is ranked #4 with an average rating of 10.0. Freshworks holds a 13.4% mindshare in CMD, compared to OpenText’s 8.5% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of OpenText users who would recommend it.

Freshservice

Read 40 Freshservice reviews

11,703 Views
468 Comparison Views

97% willing to recommend

OpenText Universal Discover...

Read 11 OpenText Universal Discovery and Universal CMDB reviews

1,251 Views
1,251 Comparison Views

100% willing to recommend

Freshservice

OpenText Universal Discover...

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Freshservice and OpenText Universal Discovery and Universal CMDB based on real PeerSpot user reviews.

Find out in this report how the two Configuration Management Databases solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Freshservice vs. OpenText Universal Discovery and Universal CMDB Report (Updated: September 2026).

Buyer's Guide

Freshservice vs. OpenText Universal Discovery and Universal CMDB

September 2026

Download the complete report

Helped 915,325 peers since 2012

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 Configuration Management Databases

5th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (8th), Project Management Software (12th), Cloud Management (15th), IT Asset Management (7th), IT Service Management (ITSM) (7th), IT Alerting and Incident Management (14th), AI IT Support (6th)

OpenText Universal Discover...

Ranking in Configuration Management Databases

4th

Average Rating

8.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2026, in the Configuration Management Databases category, the mindshare of Freshservice is 13.4%, up from 2.4% compared to the previous year. The mindshare of OpenText Universal Discovery and Universal CMDB is 8.5%, down from 13.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Configuration Management Databases Mindshare Distribution
Product	Mindshare (%)
OpenText Universal Discovery and Universal CMDB	8.5%
Freshservice	13.4%
Other	78.1%

Configuration Management Databases

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.

Read full review

RakeshKumar15

Cloud Migration & Imp Senior Analyst at Accenture

Secure with a quick setup and helpful support

Based on the latest version, there were multiple changes done. It had multiple fixes. However, it's based on the customer's requirements. They have modified and created, and released the changes according to those needs. The UI could be better. The page loading is very slow. The customer wants faster loading. Before releases, it would be nice to be able to upgrade to the new release and check it out in order to see the new functionality and what they have changed.

Read full review

Quotes from Members

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

Pros

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

"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 solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

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

"It allows for customization and offers a broad feature set."

"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."

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

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

More Freshservice pros

"This product discovers, maps and reports information about our configuration on a daily basis and is capable of being our source of truth for audit purposes."

"The auto-discovery feature is great."

"Precision, trustworthiness, reconciliation, and user-friendly presentation are the key features I value most."

"It's a governance oriented tool with a very good data model."

"The product is easy to set up."

"Large telcos with a history of mergers and acquisitions will benefit from this technology by discovering exactly which components are located where in their data centers, how they're connected and what their status is, facilitating consolidation and transformation of data center infrastructures as well as reducing mean time to resolution in case of incidents."

"It scales easily with future expansion."

"Micro Focus UCMDB is built for stability and is the only solution which can support up to 60 million CIs."

More OpenText Universal Discovery and Universal CMDB pros

Cons

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

"We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering."

"The round robin ticketing feature that they have is not ideal."

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

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

"It's still a new product, so there are some areas that are a little frustrating."

"They're not very good at technical support."

More Freshservice cons

"The page loading is very slow."

"The implementation could be simplified. It is very complex and should be for a mature organization."

"Improve the GUI and documentation."

"Some of the UI could always be improved, but that is personal taste."

"When we work in an environment, the production environment continuously changes and at that time we should have knowledge about the new server (node). However, the auto-discovery part should automatically discover the new CI (node/servers) in an environment and inform the IT person."

"You are lucky to get over the first level, then you are happy with the support."

"Mobile/iPad Apps version of the UCMDB Browser would be a step ahead, which should have features, like viewing CI information, ownership, etc."

"Making it simpler to set up and understand would be a big improvement."

More OpenText Universal Discovery and Universal CMDB cons

Pricing and Cost Advice

"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."

"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."

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

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"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."

"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."

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

"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

"It is competitive."

"Compared with other solutions, I would say that it's more expensive especially since we have an on-premise version and an older implementation."

See which vendors are best for you

Use our free recommendation engine to learn which Configuration Management Databases solutions are best for your needs.

See recommendations

915,325 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

University

Outsourcing Company

16%

Financial Services Firm

Manufacturing Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	3
Large Enterprise	9

Questions from the Community

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 company.

See all answers

What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow ...

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 daily work includes getting some incidents, working on service requests, and hand...

See all answers

Ask a question

Earn 20 points

Comparisons

ServiceNow vs Freshservice

Compared 10% of the time

Zendesk vs Freshservice

Compared 7% of the time

JIRA Service Management vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

BMC Helix ITSM vs Freshservice

Compared 3% of the time

More Freshservice Competitors

ServiceNow CMDB vs OpenText Universal Discovery and Universal CMDB

Compared 34% of the time

BMC Helix CMDB vs OpenText Universal Discovery and Universal CMDB

Compared 24% of the time

Device42 vs OpenText Universal Discovery and Universal CMDB

Compared 21% of the time

Qualys Exposure Management vs OpenText Universal Discovery and Universal CMDB

Compared 13% of the time

More OpenText Universal Discovery and Universal CMDB Competitors

Product Reports

Buyer's Guide

Freshservice

October 2026

Download Freshservice product report

Buyer's Guide

OpenText Universal Discovery and Universal CMDB

September 2026

OpenText Universal Discovery and Universal CMDB report

Download OpenText Universal Discovery and Universal CMDB product report

Also Known As

Flint

Micro Focus Universal Discovery and Universal CMDB, Micro Focus Universal CMDB, UCMDB, HPE Universal CMDB

Overview

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

OpenText Universal Discovery and Universal CMDB provide advanced infrastructure discovery, relationship mapping, and classification. Their integration with multiple data sources supports comprehensive service management, enabling businesses to leverage a robust ITIL framework efficiently.

Organizations utilize OpenText Universal Discovery and Universal CMDB for centralized IT asset and service management. Its automated service modeling enables dynamic business service creation, while a robust data model aids IT operations. Integration with ServiceNow and Micro Focus applications streamlines processes like event management and SLA tracking. Despite deployment complexities and a steep learning curve, features like enrichment rules and CI type management enhance adaptability. Users note areas for improvement such as reporting, integration simplicity, and documentation clarity.

What are the key features of OpenText Universal Discovery and Universal CMDB?

Infrastructure Discovery: Automatically discovers assets and their configurations.
Relationship Mapping: Visualizes interdependencies between configuration items.
Automated Service Modeling: Facilitates dynamic business service creation.
Data Reconciliation: Ensures data accuracy across the IT ecosystem.
Enrichment Rules: Enhances flexibility through adaptive policies.
CI Type Management: Allows detailed configuration item classifications.

What benefits should users look for in reviews?

Accurate Insights: Precision in asset and service data management.
Comprehensive Integration: Seamless integration with existing IT tools and processes.
Improved ITIL Support: Facilitates ITIL-based incident and change management.
User-Friendly Interface: Simplifies interaction with the system.
Flexibility & Adaptability: Customizable features to suit specific IT requirements.

In various industries, OpenText Universal Discovery and Universal CMDB offer centralized management of IT services and infrastructure. Finance and healthcare sectors utilize these for topology mapping and dependency modeling, enhancing operational efficiency and regulatory compliance. By maintaining a detailed repository of configuration items, businesses gain strategic insights into their IT environments, optimizing asset lifecycles and service delivery.

OpenText

Sample Customers

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

China Merchants Bank, NNIT, Alfa-Bank, Sprint

Buyer's Guide

Freshservice vs. OpenText Universal Discovery and Universal CMDB

September 2026

Free Report: Freshservice vs. OpenText Universal Discovery and Universal CMDB

Find out what your peers are saying about Freshservice vs. OpenText Universal Discovery and Universal CMDB and other solutions. Updated: September 2026.

DOWNLOAD NOW

915,325 professionals have used our research since 2012.

See our Freshservice vs. OpenText Universal Discovery and Universal CMDB report.

See our list of best Configuration Management Databases vendors.

We monitor all Configuration Management Databases 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.