Freshservice vs OpenText Universal Discovery and Universal CMDB comparison

Freshworks and OpenText are both solutions in the Configuration Management Databases category. Freshworks is ranked #5 with an average rating of 8.2, while OpenText is ranked #4 with an average rating of 10.0. Freshworks holds a 12.5% mindshare in CMD, compared to OpenText’s 8.4% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of OpenText users who would recommend it.

Freshservice

Read 41 Freshservice reviews

8,428 Views
337 Comparison Views

97% willing to recommend

OpenText Universal Discover...

Read 11 OpenText Universal Discovery and Universal CMDB reviews

1,008 Views
1,008 Comparison Views

100% willing to recommend

Freshservice

OpenText Universal Discover...

Comparison Buyer's Guide

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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: June 2026).

Buyer's Guide

Freshservice vs. OpenText Universal Discovery and Universal CMDB

June 2026

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Helped 902,894 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 (6th), Project Management Software (9th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), IT Alerting and Incident Management (8th), AI IT Support (4th)

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 July 2026, in the Configuration Management Databases category, the mindshare of Freshservice is 12.5%, up from 1.9% compared to the previous year. The mindshare of OpenText Universal Discovery and Universal CMDB is 8.4%, down from 11.7% 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	8.4%
Freshservice	12.5%
Other	79.1%

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.

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Prajwal Kewat

Technical Engineer at Hitachi Systems, Ltd.

The UCMDB Tool is easy to manage IT assets and is auto-discovery features; But for ease of use the tool proper it needs to be documented in detailed fashion.

Based on my experience with the UCMDB tool, I have faced challenges while discovering servers (nodes). We need to define the IP list for discovery in RTSM and run jobs. However, over time, whenever new assets are added, we must manually add the new IPs in RTSM and run the jobs again. From the agent's perspective, we need to provide the Data Flow Probe IP. This can be done in one of two ways: we install the agent at the server (node) level, define the IP of the Data Flow Probe, and then our Data Flow Probe will capture the data from the agent and send it back to UCMDB. This method allows us to eliminate the step of manually adding the IPs in RTSM. In a dynamic production environment where changes are continuous, we need to stay updated on new servers (nodes). Ideally, the auto-discovery feature should automatically detect the new CIs (nodes/servers) in the environment and notify the IT personnel. This process could be achieved without the need for agents, or with a one-time agent setup.

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

"The overall functionality of the product is excellent."

"It's very handy and very easy to use."

"Ability to scan barcodes and a great search feature."

"The stability is pretty solid; we've never had major outages or any workflow issues that weren't caused by an administrative error, and it's been pretty stable as far as a ticketing platform is concerned."

"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."

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

"It is a stable solution. My company hasn't faced any problems with the solution."

"The most valuable aspect of the solution is the user experience."

More Freshservice pros

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

"It scales easily with future expansion."

"The product is easy to set up."

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

"The ability to use it as our single source of truth, feeding in from multiple sources and uploading into various Service Management toolsets, not just Micro Focus ones."

"UCMDB is one of best discovery softwares available in the market; it can discover almost everything and creates relationship among discovered CIs, along with creating topology modeling."

"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."

"The most valuable feature of this solution is the discovery, knowing what assets are on the network and the configuration of items for it."

More OpenText Universal Discovery and Universal CMDB pros

Cons

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

"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."

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

"We have not observed a return on investment from Freshservice, as we have not seen a reduction in employees needed or any significant savings."

"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."

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

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"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."

More Freshservice cons

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

"I think the product is so large and complex that the learning curve is long if you want to understand all aspects of what it can do."

"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."

"Improve the GUI and documentation."

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

"Can be rather expensive to implement (for smaller companies)- can be support intensive - requires a lot of project resources to push toward implementation - requires a number of people to operate- as game changing technology requires a mature IT service organization, numerous resources for project management, design, implementation, evangelization - requires serious upper echelon management backing (sponsorship)"

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

More OpenText Universal Discovery and Universal CMDB cons

Pricing and Cost Advice

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

"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."

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

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

"The solution has an annual licensing model."

"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."

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

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

More Freshservice pricing and cost advice

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

"It is competitive."

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902,894 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Construction Company

11%

Manufacturing Company

10%

University

Educational Organization

Financial Services Firm

10%

Construction Company

Outsourcing Company

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

See all answers

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 ...

See all answers

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...

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Comparisons

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

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

More Freshservice Competitors

ServiceNow CMDB vs OpenText Universal Discovery and Universal CMDB

Compared 42% of the time

BMC Helix CMDB vs OpenText Universal Discovery and Universal CMDB

Compared 27% of the time

Device42 vs OpenText Universal Discovery and Universal CMDB

Compared 23% of the time

Qualys VMDR vs OpenText Universal Discovery and Universal CMDB

Compared 8% of the time

More OpenText Universal Discovery and Universal CMDB Competitors

Product Reports

Buyer's Guide

Freshservice

June 2026

Download Freshservice product report

Buyer's Guide

OpenText Universal Discovery and Universal CMDB

June 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

June 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: June 2026.

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