Freshservice vs Infraon Desk comparison

Why PeerSpot?

Freshworks and EverestIMS are both solutions in the Help Desk Software category. Freshworks is ranked #8 with an average rating of 8.3, while EverestIMS is ranked #35. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of EverestIMS users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and Infraon Desk are competing products in the IT service management domain, each offering unique strengths. Infraon Desk provides advanced features that make it a potentially superior option, although Freshservice has higher ratings in pricing and support.

Features: Freshservice is valued for automation and AI-driven solutions, simplifying IT service management processes. It offers streamlined mobile capabilities and integration options beneficial for efficiency. Infraon Desk offers robust feature sets emphasizing customizability and comprehensive reporting capabilities, providing extensive configurability for tailored solutions and detailed reporting for in-depth insights.

Ease of Deployment and Customer Service: Freshservice is known for its straightforward cloud-based deployment, ensuring minimal disruption and quick setup. Its customer service is consistently rated as excellent. Infraon Desk offers flexible deployment models, including on-premises options, providing substantial support throughout the process, accommodating specific deployment needs while offering more customization options during setup.

Pricing and ROI: Freshservice generally requires a higher initial investment yet promises quicker ROI through streamlined operations and cost-saving automation. Infraon Desk is more cost-effective in terms of setup, making it attractive for budget-conscious decisions, with promising long-term ROI due to its scalable nature. Freshservice is appealing for immediate operational savings, while Infraon Desk's model supports gradual ROI with comprehensive feature usage.

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

Buyer's Guide

Freshservice vs. Infraon Desk

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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reviewer1621719

IT Service Delivery at a tech services company with 1,001-5,000 employees

Customizable, easy to manage using a single dashboard, but the features in my version are quite basic

Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy. All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing. The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.

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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

"On a scale of one to ten, I would rate Automation Anywhere a nine."

"The biggest benefit of Automation Anywhere is that it makes our processes error-free. Accuracy is how you build efficiency within the system and increase productivity."

"All customers were happy after automating using AA because of the better accuracy, it's easy to develop and manage, and it's easy to manage the orchestrator."

"The graphical user interface (GUI) is very useful, since I don't know any coding languages. I have been able to be a developer with Automation Anywhere without knowing the technical background. I am a business user, and not needing the technical knowledge to use the system has been useful for me."

"Simply tagging variables used in the bot, can provide automated real-time dashboards that are presentable to management showing them a complete view of how the bots are performing."

"It is easy to automate SAP by using Cloning and Metabot."

"The most valuable feature is its Excel integration."

"The majority of Indian companies are showing a lot of interest in recruiting students who are trained in this Automation Anywhere RPA tool."

More Automation Anywhere pros

"We like the mail tickets on offer; it is something we love, and there are workflows that are working quite well, with multiple queues and resolution groups, and the solution has been stable."

"The most valuable aspect of the solution is the user experience."

"It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets."

"Ability to scan barcodes and a great search feature."

"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."

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

"The portal is straightforward for the end-user, but that's not the best part of Freshservice; integration is the part that's interesting because it's easy to set up a process, it's extremely simple to integrate, and in one week, you can add change management, which is incredible."

"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."

More Freshservice pros

"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."

"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."

"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."

"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."

Cons

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

"The initial setup is difficult because Automation Anywhere does not have a GitHub integration. They need to build a patch for that."

"In the control room, the manual bot update should be looked at."

"Product support for our customers needs improvement. They should increase the support personnel."

"The data migration could be better."

"The quality and response time of the support, even on Sev-1 tickets, is not satisfactory."

"In the version that we have, there are some challenges with the browser-based applications, the cloning of the objects, and the solution's stability."

"However, there is a problem that arises with accuracy in the newer version."

More Automation Anywhere cons

"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."

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

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

"It is 80% stable. Some users face issues in Chrome and Firefox."

"Currently, we can have only one plan per subscription. All users have to be on the same plan."

"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."

"Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution, it has a lot of limitations."

More Freshservice cons

"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."

"Better connectivity and integration with more collaborative platforms would be helpful."

"The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before."

Pricing and Cost Advice

"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."

"In the Indian market, I feel that for mid-size companies, such as ourselves, that having multiple bots costs a lot. If Automation Anywhere wants to expand in the Indian market, they will need to look at their pricing."

"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."

"The cost of this solution is a little bit high, but it is worth the price."

"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."

"The solution is costly and the licensing is very confusing."

"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."

"The certifications are free of cost."

More Automation Anywhere pricing and cost advice

"We're basically paying about $100 USD per agent per month."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"The solution may be around 20,000 euros a year."

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

"The solution has an annual licensing model."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"I 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."

"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 price of this solution is reasonable and it was well within my budget."

"The pricing model is very competitive."

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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

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	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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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

Help Desk Software

September 2026

Download Infraon Desk product report

Also Known As

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

Flint

Everest Service Manager

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

EverestIMS

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

Infraon Desk presents a robust IT service management system designed to optimize business processes through a comprehensive set of features tailored to meet modern IT service demands.

Infraon Desk delivers an advanced ITSM platform that aims to improve IT service management efficiency through automated workflows, customization options, and intuitive design. It helps organizations in managing IT assets and streamlining processes with minimal manual intervention. With capabilities like incident management, change management, and asset tracking, it supports organizations in maintaining a high level of operational efficiency.

What are the key features of Infraon Desk?

Incident Management: Quickly address and resolve incidents to minimize downtime.
Change Management: Control IT changes with structured processes.
Asset Tracking: Efficiently manage IT assets throughout their lifecycle.
Automation: Automate repetitive tasks to save time and reduce errors.
Custom Reporting: Generate reports to gain insights into IT operations.

What benefits should you look for?

Cost Efficiency: Reduce IT operational costs with streamlined processes.
Enhanced Productivity: Boost team productivity through automation and process optimization.
Improved SLA Performance: Maintain higher service levels with effective incident and problem management.
Scalability: Easily scale IT services to accommodate business growth.

Infraon Desk serves industries such as healthcare, finance, and manufacturing, where reliable IT service management is crucial. Its flexible deployment options and adaptability make it a suitable choice across different industry domains, ensuring tailored solutions that align with specific industry requirements.

EverestIMS

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

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

Buyer's Guide

Freshservice vs. Infraon Desk

September 2026

Free Report: Freshservice vs. Infraon Desk

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