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Freshservice vs IFS Cloud Platform comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.6
Automation Anywhere enhances ROI by reducing costs, improving efficiency, and delivering rapid results in less than a year.
Sentiment score
6.3
Freshservice increased efficiency and reduced workload while improving SLA compliance and resource use, despite licensing cost challenges in HR.
Sentiment score
5.5
Users reported improved operations and financial reporting with IFS Cloud, seeing up to 4.5x ROI over 18 months.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Security Engineer (SOC) at a tech services company with 51-200 employees
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
Technical support manager at a tech vendor with 201-500 employees
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
Systems Engineer at a consultancy with 51-200 employees
Our team has started working 30 to 50 percent faster, along with a cost saving of around 30 percent and a reduction in downtime by 30 percent.
Cloud Operations Engineer
 

Customer Service

Sentiment score
7.0
Automation Anywhere's customer service is responsive and knowledgeable, but may face inconsistent response times and require persistent follow-ups.
Sentiment score
6.8
Freshservice support is generally efficient and professional, though complex issues and communication can sometimes pose challenges.
Sentiment score
5.5
Australian support is strong with expert consultants, but timeliness and service consistency vary, impacting resolution times and communication.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
IT Service Delivery Manager at Symposiam
However, they have improved over the period of two years.
IT & Operations Manager at a financial services firm with 51-200 employees
Their documentation is also good, making setup easy without needing frequent support requests.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Scalability Issues

Sentiment score
7.4
Automation Anywhere is highly scalable and cost-effective, efficiently managing projects and supporting diverse industry automation with centralized control.
Sentiment score
7.3
Freshservice scales efficiently with added licenses, supporting growth with cloud benefits, though customization and costs may limit larger enterprises.
Sentiment score
7.6
IFS Cloud Platform is scalable for businesses of all sizes, though some face complexity in updates and dependency management.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
Security Engineer (SOC) at a tech services company with 51-200 employees
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
IT Service Delivery Manager at Symposiam
Freshservice can handle growth in users or tickets easily.
Cloud Operations Engineer at PowerSchool India Pvt.Ltd
IFS Cloud Platform has standard functionalities that follow the standard supply chain management processes, and it is easy to customize or configure.
Consultant at Arcwide
 

Stability Issues

Sentiment score
7.0
Automation Anywhere is praised for stability and reliability, with cloud versions improving consistency and strong customer support appreciated.
Sentiment score
8.3
Freshservice offers stable performance with minimal downtime, few issues, and reliable cloud hosting on AWS, ensuring consistent uptime.
Sentiment score
8.0
IFS Cloud Platform is praised for stability and reliability, with rare downtime, and depends on client maintenance and setup.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Security Engineer (SOC) at a tech services company with 51-200 employees
Freshservice is quite stable as they host it on AWS.
IT & Operations Manager at a financial services firm with 51-200 employees
Freshservice provides a stable environment for our needs.
IT manager at a comms service provider with 1,001-5,000 employees
Now, with the drastic developments especially in the cloud applications known as Arena on IFS Cloud Platform, it has improved tremendously.
Consultant at Arcwide
 

Room For Improvement

Automation Anywhere's complexity, cost, and technical demands challenge non-tech users, requiring improved support and ease for smaller firms.
Freshservice users seek improvements in reporting, automation, integrations, and customizations to enhance usability and effectiveness for larger enterprises.
IFS Cloud Platform requires usability, integration, and support improvements, along with enhanced customization, AI, and simplified user experience.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Rpa Infrastructure Lead at a tech vendor with 10,001+ employees
There's limited experience with the CMDB or asset management features.
IT Technician at a retailer with 1,001-5,000 employees
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
IT & Operations Manager at a financial services firm with 51-200 employees
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
Security Engineer (SOC) at a tech services company with 51-200 employees
There is not much available online, and the documentation availability is on the lower side compared to other products, especially Maximo.
Senior Director at a consultancy with 1,001-5,000 employees
They are working on IFS AI, but we have not explored much into that yet, and if they want to keep their competitive edge, that is an area they need to concentrate on.
Consultant at Arcwide
It would be useful if the platform could identify bottlenecks, predict capacity management issues, and recommend specific actions to users before operations are impacted.
Cloud Operations Engineer
 

Setup Cost

Automation Anywhere's pricing is seen as expensive for small businesses but justified by features for larger organizations.
Freshservice offers flexible, competitive pricing with tiered plans, varying costs, and value without hidden fees.
IFS Cloud Platform offers competitive pricing, best for large enterprises, with scalable value similar to SAP and Oracle.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
IT Service Delivery Manager at Symposiam
The solution offers flat licensing and appears to be cost-effective.
IT Technician at a retailer with 1,001-5,000 employees
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
Technical support manager at a tech vendor with 201-500 employees
 

Valuable Features

Automation Anywhere offers a user-friendly interface for efficient task automation with features enhancing productivity and seamless integration.
Freshservice enhances IT operations with user-friendly features, seamless integrations, automation, and efficient asset management, boosting productivity and SLA compliance.
IFS Cloud Platform offers customizable pricing, robust integration, intuitive interface, and excels in enterprise management with adaptable features.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
IT Technician at a retailer with 1,001-5,000 employees
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
IT manager at a comms service provider with 1,001-5,000 employees
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
IT Service Delivery Manager at Symposiam
The cloud feature in IFS Cloud Platform is predominantly valuable, especially the enterprise asset management module, which IFS has very good business into, along with strong finance, project management, and supply chain management modules.
Consultant at Arcwide
IFS Cloud Platform has impacted my organization by allowing our team to spend less time reconciling data and more time executing business operations.
Cloud Operations Engineer
There are fewer fields on the user screen compared to other products.
Senior Director at a consultancy with 1,001-5,000 employees
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
640
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Freshservice
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
41
Ranking in other categories
Help Desk Software (6th), Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (7th), AI IT Support (3rd)
IFS Cloud Platform
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
32
Ranking in other categories
CRM (33rd), Customer Experience Management (9th), Field Service Management (2nd), Help Desk Software (21st), ERP (20th), Activity Based Costing Software (10th), Enterprise Asset Management (EAM) (3rd), Local Government CRM (13th), IT Asset Management (13th), IT Service Management (ITSM) (18th), License Management (2nd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Raja Farrar - PeerSpot reviewer
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.
reviewer2268153 - PeerSpot reviewer
Cloud Operations Engineer
Integrated planning has improved production scheduling and now reduces downtime and costs
The biggest friction point I have run into with IFS Cloud Platform is user adoption, which has been the biggest challenge, as different users in the organization need to get accustomed to the new processes after years of using spreadsheets and legacy systems, requiring training and a mindset shift, along with challenging data migration and process standardization. My advice to someone considering IFS Cloud Platform with a similar workflow is to spend sufficient time understanding and standardizing their business processes before implementing it, as the technology is very powerful, but the real value comes when processes, data, and teams are all aligned. I would rate my overall experience with IFS Cloud Platform as a 9 out of 10.
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
11%
Construction Company
11%
Computer Software Company
7%
Construction Company
10%
Manufacturing Company
10%
University
9%
Financial Services Firm
6%
Manufacturing Company
13%
Construction Company
10%
Computer Software Company
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise16
By reviewers
Company SizeCount
Small Business16
Midsize Enterprise9
Large Enterprise10
 

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...
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...
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.
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.
What needs improvement with Freshservice?
Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...
What is your primary use case for Freshservice?
Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...
What is your experience regarding pricing and costs for IFS Applications?
The product is reasonably priced. The costs are justified by the value provided, considering the comprehensive featur...
What needs improvement with IFS Applications?
When it comes to AI, I feel that is the area where we expect something more from IFS Cloud Platform. They are working...
What is your primary use case for IFS Applications?
Currently, I am working with Arcwide, which is a service industry that predominantly focuses on IFS consulting, inclu...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Flint
IFS Applications, Assyst, IFS Cloud
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

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
China Airlines, Electrolux Group, Babcock, Cimcorp, Sky, Multiplex, Veolia. 
Find out what your peers are saying about Freshservice vs. IFS Cloud Platform and other solutions. Updated: June 2026.
900,644 professionals have used our research since 2012.