Freshdesk vs Ivanti Service Desk [EOL] comparison

Why PeerSpot?

Freshworks and Ivanti are both solutions in the Help Desk Software category. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 88% of Ivanti users who would recommend it.

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Executive Summary

We performed a comparison between Freshdesk and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: September 2026).

Buyer's Guide

Help Desk Software

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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Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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reviewer2150373

Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees

Scalable but interface can be improved

Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…

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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

"The most valuable feature is the SAP application and the DLLs that Automation Anywhere provides. These DLLs help automate the SAP application."

"It can be used for customer service support, data extraction, data migration, and software installation."

"We have found that the automation bots we have developed give great savings in terms of higher productivity and efficiency."

"The overall developer client has an easy-to-use UI."

"The ease of use for the end user and the very low complexity in trying to build a bot are the big factors for us."

"We have automated every finance-based operation, from collections to invoice processing, and it has streamlined many manual processes, eliminating errors and inefficiencies while allowing us to introduce metrics so we can generate operational reports and improve our overall business."

"Simple processes such as tracking, logging, and data consolidation are now automated, which helps us focus more on doing tasks that are impactful and more important."

"We are automatizing redundant activities, releasing employees to do value-added activities."

More Automation Anywhere pros

"Freshdesk has positively impacted our organization by improving our customer relationships."

"Our customer service is built around it, and has been for years."

"Freshdesk offers way more flexibility, the people there are really dedicated and human, they want you to be happy with the product, and it is much more affordable than Zendesk."

"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."

"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."

"Freshdesk provides a plain vanilla solution, making it user-friendly and less complex."

"I would definitely recommend Freshworks to potential users."

"When it is the appropriate solution, Freshdesk is fantastic."

More Freshdesk pros

"Incident management is a valuable feature."

"The initial setup was quite simple; installing just took a few minutes."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"Incident management and service request management features are the most valuable."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"It is highly configurable with PinkVERIFY status."

"The tool supports a lot of standard reporting KPIs."

More Ivanti Service Desk [EOL] pros

Cons

"New versions keep coming up. The challenge for us is to have the downtime to do the migrations."

"In a cost-sensitive industry like banking, where automation needs to prove clear ROI, a more flexible pricing structure would assist organizations in expanding automation more aggressively without feeling constrained by budget considerations."

"The support and user community need improvement. For example, it would be nice to have a place for those who create bots to have a place to share information and success stories."

"The initial setup was complex because we had to make sure all the security aspects were approved by our leadership."

"There were times in the past where through submitting a ticket for support, it seemed that some of the engineers who were helping me did not understand the product that they were supporting. That felt difficult because I felt I was almost explaining the product to the company."

"Automation Anywhere should improve its OCR command, as it's my observation that I have faced data loss or improper data being extracted."

"If I want to do something that is more purely business-related and is somewhat complex to write or is nuanced, I sometimes have trouble implementing that inside of the Automation Anywhere script. I feel limited at times with some of the looping and some of the branching and some of the ways to make procedure calls when I have a complex business issue."

"As a solution, it could have been easier to use than in the current state."

More Automation Anywhere cons

"I face problems with stability sometimes while using Freshdesk. It's a server issue."

"Improvement can be done with the overall look, and fields like Query Type can be shown at the home page itself."

"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."

"More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks."

"I would like to see a little bit more color in the solution."

"Asset management and branding are two areas in the solution that have scope for improvement."

"Freshdesk I do not like as much. It's much more time-consuming; it's much more complicated."

"The solution's inbound calls could be improved."

More Freshdesk cons

"The interface can be improved. It can be made more interactive for self-service users."

"You must be very technical to configure it."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."

"It's not professional support. When we have a problem, Ivanti should investigate."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."

"The product starts at $10,000 and then it's up to you regarding how much you can consume."

"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."

"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."

More Automation Anywhere pricing and cost advice

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"The pricing is pretty manageable and acceptable."

"It is costly."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

More Freshdesk pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

11%

Manufacturing Company

Financial Services Firm

Outsourcing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	6
Large Enterprise	13

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

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...

See all answers

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 needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...

See all answers

What is your primary use case for Freshdesk?

My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...

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What advice do you have for others considering Freshdesk?

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...

See all answers

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Freshdesk

September 2026

Download Freshdesk product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download Ivanti Service Desk [EOL] product report

Also Known As

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

Ivanti

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

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshworks

Deliver outstanding IT support services to employees and customers.

Ivanti

Sample Customers

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

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: September 2026.

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