Freshservice vs OrbusInfinity comparison

Why PeerSpot?

Freshworks and Orbus Software are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #7 with an average rating of 8.3, while Orbus Software is ranked #36. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of Orbus Software users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and OrbusInfinity are competing IT service management solutions. While Freshservice provides straightforward pricing and excellent customer support, OrbusInfinity is superior for organizations prioritizing advanced process management and customization abilities.

Features: Freshservice offers powerful ticketing, automation, and various integrations ideal for straightforward IT service management. OrbusInfinity provides comprehensive process management tools, advanced workflow capabilities, and enterprise architecture modeling. Freshservice is favored for intuitive functionalities, while OrbusInfinity stands out with robust and flexible features tailored for complex enterprise environments.

Ease of Deployment and Customer Service: Freshservice provides a cloud-based deployment model that is quick and easy to implement with strong customer support, positioning it as an efficient choice for small to mid-sized businesses. OrbusInfinity requires a more involved deployment process, reflecting its capacity to handle complex enterprise systems. Its customer support is reliable but often involves longer setup periods.

Pricing and ROI: Freshservice offers a straightforward pricing model that provides excellent ROI for small to medium businesses with limited budgets. In contrast, OrbusInfinity’s pricing reflects its extensive capabilities, involving a higher initial investment but delivers significant ROI through optimized enterprise management functionalities.

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

Buyer's Guide

Freshservice vs. OrbusInfinity

September 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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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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Kenneth Igiri

Enterprise Architect at Ecobank Transnational Incorporated

Cost-effective, integrates with the Office tools, and allows us to articulate all entities across the enterprise on one platform

The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us. We've had some issues with the integration between Visio and iServer because sometimes the add-in that allows you to do that integration takes a lot of memory and then your Visio crashes. However, I've not experienced this issue for some time, so it was probably fixed in the recent version. Also, if I copy a large amount of data and I want to copy from one Visio file to another, I have had a case where it suddenly just closes Visio without saving. So, that integration could be more smooth. There should be ease of integration with other systems in our environment such as SysAid. I understand that there is an integration to ServiceNow, but we use SysAid. We need to be able to say that when there's an incident that impacts or requires a change in a particular component, ServiceNow or SysAid should be able to communicate to Orbus that this component is about to change. Similarly, when it comes to discovery or when a new architecture change has happened in the enterprise, we should be able to detect the change in the baseline Enterprise Architecture. There should be such advanced automation. The visibility of our models is limited to those to whom we have assigned licenses. I would've loved it if everyone in the organization could at least see the diagrams. The licensing should be there for those who need to make updates or changes.

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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 have received 70 percent optimization using this solution."

"The tutorials that are available from Automation Anywhere are very helpful for newbies to learn the platform and get going with the tool."

"There has been a great return on investment."

"So far, the experience with Automation Anywhere in the last two and a half years has been wonderful."

"If you are looking for a fast solution using minimal resources not requiring an advanced programming skill set this is your product."

"There are many features that are valuable including Whatsapp messages, OCR, and image recognization, but I have not tried all of them."

"They've now included the code so we can add some additional code, and that's good."

"From my perspective, the most valuable features in Automation Anywhere are the ability to connect to different systems of records."

More Automation Anywhere pros

"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."

"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."

"We found the initial setup to be very simple."

"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."

"It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets."

"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."

"There is a nice user interface."

More Freshservice pros

"I like the integration with the Office tools such as Visio and Excel. The integration with Excel helped us to be able to upload data very easily. Integration with Visio helps us to be able to make changes once and have a centralized diagram. We don't have versions of the diagram. This integration with the Office tools is very useful."

"The most valuable features are mainly the reporting side of things and the dashboard."

Cons

"In Mexico, where our company is based, we face issues regarding obtaining new licenses, as this has to be done through a third-party company."

"In the next release, I think it has to be more compatible when deployed with the Citrix environment."

"In A2019 it does not display the exact running status, but rather it displays the previous one."

"Autosuggestion of existing use cases based on the problem statement could use improvement."

"To improve Automation Anywhere, I suggest enhancing the documentation and tutorials because sometimes they are not very clear."

"The IQ Bot could use improvement."

"I have experienced the issues of UI getting stuck. There seems to be an issue with server stability. This is something that can be better."

"The Automation Anywhere calibrating needs to be more user-friendly to avoid human error."

More Automation Anywhere cons

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

"I experienced some delay in response time for non-function critical queries."

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

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

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

"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."

"Freshservice could improve the integration with Microsoft Outlook."

More Freshservice cons

"We found a few issues with importing data and all the manipulation of data, especially when it came to the BI side of things because it utilized a particular template to be able to get certain reports. The user administrators could not manipulate it to get the right reports."

"The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us."

Pricing and Cost Advice

"Roughly, as of today, it is around $250,000 annually."

"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."

"One of the key features that we chose, the bot as a service or the BotFarm, when they launched version 11.3, they decided not to have the BotFarm anymore. This put us in a situation because we expected to have bots on demand, just like our cloud software. This would have been cost efficient for us to use. We hope to see this again being realized with A2019. I hope the scalability from an on demand basis improves."

"I do not know the price, but I am told that it is cheaper than UiPath."

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."

"It is not cheap, but we are able to get an ROI."

"Automation Anywhere is expensive, making it suitable only for enterprise organizations."

"In terms of pricing, this is a good product."

More Automation Anywhere pricing and cost advice

"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 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."

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

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

"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."

"Compared to other tools, Freshservice is affordable."

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

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

More Freshservice pricing and cost advice

"The licensing is on a yearly basis. We currently work with a standard fee."

"It was very cost-effective as compared to the other ones we evaluated. We spent about $20,000 per annum for support and license together. There was also an implementation fee at the beginning. I would rate it a nine out of ten in terms of pricing."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

University

Government

16%

Financial Services Firm

12%

Manufacturing Company

10%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

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

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

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 co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

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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 d...

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Comparisons

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Compared 11% of the time

Blue Prism vs Automation Anywhere

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Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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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

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Compared 11% of the time

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Compared 11% of the time

BiZZdesign HoriZZon vs OrbusInfinity

Compared 9% of the time

LeanIX vs OrbusInfinity

Compared 9% of the time

iServer vs OrbusInfinity

Compared 8% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

October 2026

Download Freshservice product report

Buyer's Guide

Enterprise Architecture Management

October 2026

Download OrbusInfinity product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Flint

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

Orbus Software

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

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

OrbusInfinity offers robust capabilities for organizations looking to optimize their business processes through effective enterprise architecture management. It aids in transforming complex enterprise structures into coherent and strategic frameworks.

Designed for strategists and IT professionals, OrbusInfinity provides a comprehensive platform that integrates seamlessly with industry standards, enhancing decision-making and fostering innovation. It not only supports detailed architecture modeling but also offers powerful analytics tools that assist in identifying and addressing inefficiencies, aligning IT investments with long-term goals.

What are the key features of OrbusInfinity?

Architecture Modeling: Provides a dynamic environment for creating and managing architectural models.
Analytics Dashboard: Delivers insights through customizable dashboards that enhance strategic decision-making.
Integration Capability: Seamlessly integrates with other systems, aiding in cohesive data flow across platforms.

What benefits and ROI should users expect?

Enhanced Strategic Clarity: Improves alignment between IT activities and business objectives.
Cost Efficiency: Identifies areas for cost reduction by optimizing resource allocation.
Scalable Flexibility: Adapts to evolving organizational demands, supporting continuous growth.

OrbusInfinity is implemented in sectors like finance and healthcare where precise data governance and streamlined workflow processes are essential. By aligning business and IT strategies, it enables industries to manage regulatory compliance and operational risk effectively.

Orbus Software

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

Information Not Available

Buyer's Guide

Freshservice vs. OrbusInfinity

September 2026

Free Report: Freshservice vs. OrbusInfinity

Find out what your peers are saying about Freshservice vs. OrbusInfinity and other solutions. Updated: September 2026.

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