Freshservice vs Xurrent comparison

Freshworks and Xurrent are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #4 with an average rating of 8.3, while Xurrent is ranked #30. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of Xurrent users who would recommend it.

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Executive SummaryUpdated on Feb 1, 2026

Freshservice and Xurrent are competing IT service management solutions, with Freshservice gaining an edge in pricing and support. Xurrent receives commendation for its comprehensive functionality that justifies its higher price point, suggesting it may be superior in features.

Features: Freshservice offers a clean design with efficient ticket management and automation tools. Its intuitive interface and user-friendly experience make it suitable for streamlined operations. Xurrent provides extensive reporting capabilities, advanced customization options, and depth in features that align with enterprise needs, ideal for complex environments.

Ease of Deployment and Customer Service: Freshservice is noted for quick deployment and efficient customer support, simplifying the onboarding process. Xurrent, while more complex to deploy, offers a tailored approach with extensive support options, enhancing its appeal for large operations requiring specific configurations.

Pricing and ROI: Freshservice is known for competitive pricing, swift ROI, low setup costs, and efficient onboarding. Xurrent involves higher initial investments but provides substantial long-term benefits with its extensive functionality and customization, leading to significant returns in an optimal setting.

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

Buyer's Guide

Freshservice vs. Xurrent

June 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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Edward Carbutt

Executive Director at Marval Software

Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment

We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

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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

"Support for Automation Anywhere is wonderful; I had an issue related to Chrome not working with the latest update, and they helped me extensively and even came on call to support me."

"The solution is easy to learn and with it, it's easy to replicate knowledge."

"Features like reusing each and every piece of code for things such as login scripts and data extraction scripts helped us to speed up the implementation of PoC for the client."

"We were able to replace a lot of the manual and data entry workload that our accounts payable clerks were doing, and the work that was done before by this original group can now be done by four people."

"IQ Bot is a valuable feature. It processes unstructured data to structured data. It helps me by making tasks less time consuming. It reduces the effort it takes versus manually."

"Efficiency is something that has increased a lot. Productivity has increased a lot too."

"it helps to save time when doing processes. E.g., when you do a manual process for eight hours, that time is saved because the bot will do that task for you. The process owners will be able to do the analysis part. The repetitive/manual part will be done by the robot."

"We have seen more efficient processing and less number of errors due to quality control."

More Automation Anywhere pros

"I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc."

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

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

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

"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."

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

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

"I would recommend this solution to others because it is good and the price is reasonable."

More Freshservice pros

"It offers a comprehensive set of features without requiring additional payments for each feature."

"I like their request management as well as their project management."

"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."

"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."

"The solution is highly stable."

Cons

"Many clients use the Citrix environment but AA has very low functionality to automate a Citrix environment."

"They should do more on the cognitive side."

"It is difficult to learn all the possibilities that the product and automation itself offer."

"Improvement areas will be there for everybody. I think one area which I would like to see improvement is in IQ Bot. Maybe it has improved a lot in version 11 X but I think that that's one area which definitely scope to improve."

"I have not seen bots working efficiently in the area of reporting."

"We have a third bot which takes longer being automated than it did with the human process."

"Automation Anywhere is one of the least stable RPA tools out of the top five RPA solutions."

"Though IQ Bot is the most powerful and effective cognitive OCR platform for data extraction in the market, still, there is a lot of scope for improvement as there are a lot of non-standard documents which do not give a high straight-through processing rate and accuracy."

More Automation Anywhere cons

"While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira."

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

"The only thing I would have against it right now is that the workflow automation is not as granular as we would like it to be, at least for the size of our organization."

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

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

"The analytics could be better."

"Freshservice could improve the integration with Microsoft Outlook."

"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."

More Freshservice cons

"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."

"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."

"Asset Discovery is a feature that should be added."

"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."

Pricing and Cost Advice

"The pricing that we received from Automation Anywhere in the beginning was very economical for us. We've seen a lot of benefit from what we spent to what we're receiving. From the beginning, it's been a very low-cost implementation for us."

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly. If they can make it a little more cost-effective or bundle packages a little bit more, that would be beneficial."

"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."

"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."

"If we talk about the automation RPA. it definitely has worked very well for us. I'm talking about giving good savings, about more than 180 FTE savings, after implementing more than 200 plus bots. It has worked well. As an organization, it has supported us very well, and also for our customers."

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."

More Automation Anywhere pricing and cost advice

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

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

"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."

"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."

"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."

"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."

"Compared to other tools, Freshservice is affordable."

More Freshservice pricing and cost advice

"This pricing falls on the lower end of the spectrum, making it a cost-effective option."

"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."

"It is the most affordable because it is priced per month per user."

"The pricing is expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

11%

Manufacturing Company

10%

University

Financial Services Firm

Outsourcing Company

11%

Computer Software Company

10%

Construction Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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

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What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...

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What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...

See all answers

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

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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

Samanage vs Freshservice

Compared 4% of the time

Device42 vs Freshservice

Compared 4% of the time

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ServiceNow vs Xurrent

Compared 29% of the time

ManageEngine ServiceDesk Plus vs Xurrent

Compared 22% of the time

SysAid vs Xurrent

Compared 9% of the time

HaloITSM vs Xurrent

Compared 7% of the time

TOPdesk vs Xurrent

Compared 5% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

June 2026

Download Freshservice product report

Buyer's Guide

Xurrent

May 2026

Download Xurrent product report

Also Known As

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

Flint

4me

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

Xurrent

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

Xurrent offers a dynamic platform catering to modern enterprise requirements, focusing on effective and actionable insights to drive growth and streamline operations.

Xurrent engages its users by providing robust capabilities that enhance data analytics, automation, and collaboration for businesses. Its versatile nature serves industries aiming to optimize performance and efficiency, leveraging cutting-edge technology to address ever-evolving demands. With an integrated approach, Xurrent supports in-depth analysis and seamless communication to help businesses adapt and succeed.

What features does Xurrent have?

Advanced Analytics: Delivers comprehensive data analysis for strategic decision-making.
Automation Tools: Streamlines repetitive tasks, improving efficiency.
Collaboration Capabilities: Enhances team communication and project coordination.
Customizable Dashboards: Provides user-specific insights and data visualization.
Security Layers: Ensures data integrity and protection.

What benefits and ROI should be evaluated?

Improved Efficiency: Reduces time spent on manual tasks through automation.
Enhanced Decision-Making: Empowers data-driven strategies with real-time insights.
Cost Savings: Lowers operational expenses by optimizing resource allocation.
Scalability: Offers flexibility to grow alongside business needs.
Data Security: Protects against data breaches and ensures compliance.

Xurrent finds significant application in industries such as finance and healthcare, where data precision and efficiency are crucial. In finance, it supports portfolio management and trading analytics, while in healthcare, it aids in patient data management and operational excellence. Its adaptability ensures it serves diverse industry requirements effectively.

Xurrent

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. Xurrent

June 2026

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