Freshservice vs HaloITSM comparison

Freshworks and HaloITSM are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #4 with an average rating of 8.3, while HaloITSM is ranked #22. 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: June 2026).

Buyer's Guide

Freshservice vs. HaloITSM

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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Abhilash Sherkane

Practitioner - Service Management at Peristent Systems

An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities

The product’s UI is very good. The tool’s performance is very good. The overall performance of the tool and the navigation is fast. It is very responsive. It has a lot of out-of-the-box integration capabilities with some of the common tools that we want to integrate. If something is not available out of the box, creating or configuring a new integration on HaloITSM is easier compared to other tools.

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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

"I like the new GenAI and Automation Co-Pilot, which is something like attended automation."

"It is an easy product. It is easier and less complex than any other RPA tool in the market. It is a popular product."

"The universal recorder along with the Excel basic and advanced packages has been highly valuable."

"The ease of use is its most valuable feature."

"Automation Anywhere has saved us a lot of time."

"The impact of Automation Anywhere on our organization has been significant; it has helped us save a considerable amount of time, approximately 30% to 40%, in repetitive processes and has improved automation accuracy."

"By implementing the Automation Anywhere robot, we have reduced the FTE count and it was able to process 800 invoices per day with 100% accuracy."

"Automation Anywhere provides the best feature to make a software bot for processes."

More Automation Anywhere pros

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

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

"With Freshservice in place, we have reversed the trend of creating tickets."

"The solution’s timely automated triggers increase our IT team’s productivity."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system."

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

"The overall functionality of the product is excellent."

More Freshservice pros

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

"The product’s UI is very good."

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

Cons

"A2019 is less stable than the previous versions."

"OCR capability needs to become better."

"There are a few features that we would love to have: running on the cloud, running on Linux, out of the box integration availability with larger ecosystems like Salesforce, Workday, or Microsoft."

"The object cloning that exists cannot capture 80 percent of the objects that we need it to capture."

"We face some issues, but we can’t prove them again. They occurred sometimes, but don’t occur again. For example, I record a video when a bot is running, and it is working fine. Another time it is not working. We face issues with Excel file creation. I’m trying to create a file in Excel .xls. It is getting corrupted."

"Automation Anywhere is expensive. They should consider lowering the price to make Automation Anywhere more affordable to SMEs, which comprise a huge segment."

"Instead of depending on other open-source BPM products, AA should provide their own BPM for attended automations."

"The tools are fundamentally solid. However, when I think of self-healing, such as automation with a new prompt or a new Windows patch occurring, being able to handle those kinds of things on top of what Automation Anywhere already does and that automatically click through and do the reboots that are necessary to just have a clean run would be ideal."

More Automation Anywhere cons

"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 ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."

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

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

"I am not too happy with the page layout or screen layout since it always looks messy."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"Sometimes, the billing process is an absolute nightmare."

"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."

More Freshservice cons

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

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

"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

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."

"This solution costs approximately $3,500 USD per license."

"There is an annual subscription for Automation Anywhere."

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."

"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."

"I don't deal have cost specifics but I can say it is a tool that provides value for the money."

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

More Automation Anywhere pricing and cost advice

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"The solution has an annual licensing model."

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

"Compared to other tools, Freshservice is affordable."

"The pricing is reasonable."

"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."

"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."

More Freshservice pricing and cost advice

"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."

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

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900,747 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Construction Company

10%

Manufacturing Company

10%

University

Financial Services Firm

University

11%

Government

10%

Healthcare Company

Comms Service Provider

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...

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Comparisons

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Compared 13% of the time

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Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

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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

Cherwell Service Management vs Freshservice

Compared 2% of the time

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Compared 24% of the time

JIRA Service Management vs HaloITSM

Compared 12% of the time

SysAid vs HaloITSM

Compared 8% of the time

TeamDynamix vs HaloITSM

Compared 6% of the time

NinjaOne vs HaloITSM

Compared 6% 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

IT Service Management (ITSM)

June 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

June 2026

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