Freshservice vs HaloITSM comparison

Why PeerSpot?

Freshworks and HaloITSM are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #8 with an average rating of 8.3, while HaloITSM is ranked #23. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of HaloITSM users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and HaloITSM are designed to provide effective IT service management solutions. HaloITSM has a slight advantage due to its comprehensive feature set, making it preferable for organizations seeking depth and flexibility in ITSM processes. However, Freshservice is noted for competitive pricing and support quality, often seen as providing strong value.

Features: Freshservice is known for its automation capabilities, intuitive workflow design, and a strong focus on simplifying IT tasks. HaloITSM stands out with highly customizable dashboards, detailed reporting tools, and rich integration options.

Ease of Deployment and Customer Service: Freshservice offers an easy-to-use deployment process with efficient support channels, making it suitable for quick setup and reliable customer assistance. HaloITSM provides a flexible deployment model with extensive customization options and robust customer service but might require a longer deployment time.

Pricing and ROI: Freshservice has a relatively lower setup cost with a focus on cost-effectiveness, delivering substantial ROI for small to mid-sized enterprises. HaloITSM, while potentially higher in initial expenditure, offers significant returns through its rich functionality tailored to enterprise-level needs.

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

Buyer's Guide

Freshservice vs. HaloITSM

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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Ian MacFarlane

Owner at Elifiatek

Codeless with no customization required and excellent pricing

We have just displaced a ServiceNow installation, which is a major win. We have become partners with Halo and reduced our partnerships with other enterprise ITSM providers. We've actually become partners with Halo, and we've got rid of our partnership with Ivanti ITSM. It's a real market changer, for sure.

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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 thing about using this product is that we are able to use the time that we spent doing manual processing for other progressive purposes."

"A process that used to take seven to ten days has now been reduced to half an hour."

"The bot creation process is relatively simple."

"I'd say there are new useful features that will definitely help us as we do more development in the near future."

"Automate Anywhere can just mimic what a human does."

"Bots add a lot of productivity and value to our business, because a robot can work for 24/7. They work a lot better, as compared to a human being, specifically for tasks which are repetitive in nature."

"One very useful feature is the IQ Bot, which is helpful in the operation of the data input process to all of their applications."

"The robust and flexible nature of the product gives it the capability to automate almost all rule-based processes in each and every ERP application that is currently available in the market."

More Automation Anywhere pros

"Freshservice's best feature is its user-friendliness."

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

"Freshservice was up and running without any expensive project planning, and all that without sacrificing features."

"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

"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. So, a service request is handled quickly and directly by the person responsible for it."

"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."

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

"It has greatly improved the process of ticket triaging."

More Freshservice pros

"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."

"The most valuable aspect is that is is codeless."

"The product’s UI is very good."

Cons

"I am looking into IQ Bot, but I wanted more out of it. I am dealing with a lot of scanned documents. I want to see if Automation Anywhere can scan client emails for us because our clients send emails with some incidents and issues. We want to see how automation can automatically do the processing and create some structured data or automate bots to get work done."

"Replacing the list of search options with voice commands for each item would be great."

"Right now, we are using a VM with Automation Anywhere installed inside it, but it would be nice if the solution could be used on macOS."

"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."

"It would be nice to have the IQ Bots integrated with the Enterprise Edition without requiring extra licenses. That would be great."

"If we are getting input from a CSV file, we have to add one more layer of automation that first saves the data to an Excel file."

"After implementing, I have seen that some customers are not getting ROI from that, so they are stepping back from using Automation Anywhere."

"This solution saves us time but there are some things that make it clumsy for the end-users."

More Automation Anywhere cons

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

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

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

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

"Their analytics need improvement."

"You can't implement a complicated delivery workflow."

"Freshservice could improve the delegation and workflow management features."

More Freshservice cons

"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."

"The product does not have its own orchestration engine."

"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."

Pricing and Cost Advice

"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."

"I believe it is $10,000 for Bot Creator."

"We would like them to change the license model of charging per bot."

"Costs savings have been seen by employing bots for multiple shifts instead of people."

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."

"The licensing cost is approximately $4,000 USD, which is a seed license."

"As our team size increases, we may get some more licenses for the tool."

"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."

More Automation Anywhere pricing and cost advice

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

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

"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."

"The pricing is reasonable."

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

"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."

"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."

"The solution has an annual licensing model."

More Freshservice pricing and cost advice

"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."

"The product’s pricing is competitive and less complicated."

"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."

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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

10%

Manufacturing Company

10%

Outsourcing Company

10%

University

Government

12%

University

11%

Healthcare Company

Manufacturing Company

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	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

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

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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ServiceNow vs Freshservice

Compared 10% 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

BMC Helix ITSM vs Freshservice

Compared 3% of the time

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ServiceNow vs HaloITSM

Compared 20% of the time

JIRA Service Management vs HaloITSM

Compared 14% of the time

SysAid vs HaloITSM

Compared 7% of the time

TeamDynamix vs HaloITSM

Compared 6% of the time

NinjaOne vs HaloITSM

Compared 5% of the time

More HaloITSM Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

September 2026

Download Freshservice product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download HaloITSM product report

Also Known As

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

Flint

NetHelpDesk

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

HaloITSM

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

HaloITSM offers a comprehensive platform designed to streamline IT service management processes, enhancing efficiency and reducing operational costs for businesses. Its scalability and adaptability make it suitable for organizations of all sizes, providing a robust foundation for effective IT operations.

Designed for diverse industries, HaloITSM integrates seamlessly into existing systems. Its intuitive design facilitates enhanced workflow management, incident tracking, and automation. Users benefit from its customization capabilities, tailored to meet unique requirements. With powerful reporting and analytics, businesses can gain actionable insights to drive continuous improvement and informed decision-making. Furthermore, HaloITSM supports global reach with its multilingual and multi-currency options, ensuring adaptability to various market needs.

What are the key features of HaloITSM?

Incident Management: Streamlines IT support processes, ensuring timely issue resolution.
Change Management: Automates change workflows, reducing risks associated with IT changes.
Asset Management: Provides comprehensive oversight of organizational assets, optimizing resource allocation.
Service Catalog: Allows for customizable service listings, enhancing user experience.
Self-Service Portal: Empowers users with self-help resources, minimizing support requests.

What benefits should users look for in reviews?

Cost Efficiency: Reviewers note reduced operational costs due to streamlined processes.
Scalability: Users highlight its adaptability to both small and large organizations.
User-Friendliness: Praised for its intuitive interface, making it accessible for all users.
Customization: Recognized for tailored features meeting specific business needs.

HaloITSM is implemented across sectors like healthcare and finance, addressing specific industry requirements with customizable workflows and compliance features. Its impact is notable in enhancing service delivery and operational efficiencies in these fields.

HaloITSM

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

Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.

Buyer's Guide

Freshservice vs. HaloITSM

September 2026

Free Report: Freshservice vs. HaloITSM

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