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 8.3, while OpenText is ranked #4 with an average rating of 10.0. Freshworks holds a 9.1% mindshare in CMD, compared to OpenText’s 9.5% 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

4,141 Views
124 Comparison Views

97% willing to recommend

OpenText Universal Discover...

Read 11 OpenText Universal Discovery and Universal CMDB reviews

678 Views
678 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: March 2026).

Buyer's Guide

Freshservice vs. OpenText Universal Discovery and Universal CMDB

March 2026

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Helped 885,311 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

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (5th), Project Management Software (10th), Cloud Management (12th), IT Asset Management (4th), IT Service Management (ITSM) (4th), IT Alerting and Incident Management (8th), AI IT Support (3rd)

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 March 2026, in the Configuration Management Databases category, the mindshare of Freshservice is 9.1%, up from 1.2% compared to the previous year. The mindshare of OpenText Universal Discovery and Universal CMDB is 9.5%, down from 11.6% 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	9.5%
Freshservice	9.1%
Other	81.4%

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

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

"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."

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

"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 most valuable features of Freshservice are the notifications, customization, and flexibility."

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

"We find its ability to track what's going on with each request very valuable."

"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."

"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, and it is on its own level."

More Freshservice pros

"It can discover various pieces from hardware, software, custom applications, and tie them together to create a map using ASM."

"It scales easily with future expansion."

"The most valuable feature of this solution is the discovery."

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

"It can discover almost everything and creates relationship among discovered CIs, along with creating topology modeling."

"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."

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

"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."

More OpenText Universal Discovery and Universal CMDB pros

Cons

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

"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."

"The chat portal is not that great."

"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 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."

"We'd like to see a CMDB, a Configuration Management Database, in the future."

"While we're just starting with project management, I foresee some limitations with it two or three years down the line."

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

More Freshservice cons

"Improve the GUI and documentation."

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

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

"The implementation could be simplified."

"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)"

"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."

"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."

"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

"Compared to other tools, Freshservice is affordable."

"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."

"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."

"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."

"The price of Freshservice could improve, it is expensive."

"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."

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."

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Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

Educational Organization

Construction Company

Marketing Services Firm

10%

Computer Software Company

Outsourcing Company

Manufacturing Company

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	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...

See all answers

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Comparisons

ServiceNow vs Freshservice

Compared 16% of the time

Zendesk vs Freshservice

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

More Freshservice Competitors

ServiceNow CMDB vs OpenText Universal Discovery and Universal CMDB

Compared 57% 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 18% of the time

More OpenText Universal Discovery and Universal CMDB Competitors

Product Reports

Buyer's Guide

Freshservice

March 2026

Download Freshservice product report

Buyer's Guide

OpenText Universal Discovery and Universal CMDB

March 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 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

OpenText Universal Discovery and Universal CMDB discovers, maps, and manages your IT configurations. Increase your IT visibility and reduce your IT service disruptions with robust discovery, service dependency mapping, and proactive impact analysis.

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

March 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: March 2026.

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