Freshservice vs OpenNebula comparison

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Freshservice

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Executive SummaryUpdated on Dec 17, 2024

Freshservice and OpenNebula compete in the IT service management and cloud management space. Freshservice appears to have the upper hand with extensive feature offerings and ease of use, while OpenNebula stands out for its cloud management and cost-effectiveness.

Features: Freshservice offers robust incident management, comprehensive analytics, and seamless mobile app integration. Its workflow automation simplifies complex processes, aiding in better ticket routing and resolution. OpenNebula excels with its lightweight design, ease of customization, and flexibility in cloud management, making it an efficient choice for businesses looking to manage multiple environments with ease.

Room for Improvement: Freshservice needs improvement in customization options, enhancing its reporting capabilities, and better integration with third-party tools such as Microsoft Outlook. OpenNebula requires enhancements in documentation, expanding its feature set and improving REST API support to streamline integration and network provisioning.

Ease of Deployment and Customer Service: Freshservice offers versatility with deployment across public and private clouds, making it adaptable to different environments, though customer service experience varies with some facing delays. OpenNebula primarily operates in on-premises environments with some public cloud integration and generally satisfactory support, although the feedback is mixed.

Pricing and ROI: Freshservice provides flexible tiered pricing plans, which may be perceived as costly, especially outside of the American market, yet offers a notable return on investment. OpenNebula, being primarily open-source, stands out for cost-effectiveness, often being free or lower in price, offering substantial value compared to competitors like VMware.

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

Freshservice vs. OpenNebula

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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

Freshservice

Ranking in Cloud Management

15th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (7th), Project Management Software (12th), IT Asset Management (6th), IT Service Management (ITSM) (8th), Configuration Management Databases (5th), IT Alerting and Incident Management (15th), AI IT Support (5th)

OpenNebula

Ranking in Cloud Management

21st

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2026, in the Cloud Management category, the mindshare of Freshservice is 1.3%, up from 0.4% compared to the previous year. The mindshare of OpenNebula is 1.6%, down from 6.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Cloud Management Mindshare Distribution
Product	Mindshare (%)
Freshservice	1.3%
OpenNebula	1.6%
Other	97.1%

Cloud Management

Featured Reviews

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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FOURES Jean-Philippe

Products Manager at a tech services company with 501-1,000 employees

Reliable, simple to manage, and offers great technical support

The support of VXLAN fits with our network management. Thanks to this we can propose mixed solutions using virtual resources on OpenNebula and bare metal servers hosted in our facilities linked to each other on the sale network. This use case is very useful when some applications need bare metal power (Kubernetes workers, huge databases, AI models computations, et cetera). The cluster management is very useful for splitting our different clusters (mutual vs dedicated). We can manage deployments and capacity planning without pain. The API is also really simple and it helped us to develop the Terraform provider to manage OpenNebula like any other cloud infrastructure.

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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

"Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone."

"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."

"It's very handy and very easy to use."

"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."

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

"What it's allowed us to do is bring everyone in our department into the journey of customer experience and customer service."

"We have definitely seen a return on investment based on the use cases we have implemented."

More Freshservice pros

"For the entire data center, as a private cloud, I believe that user management, expert management, and the virtual data center is completely magic for the users."

"The solution provides templates for configurations that can easily be exchanged to VMs."

"It is quite easy to deploy."

"It's easy to integrate OpenNebula with our IT systems."

"The live migration feature has been great and is something we use very often."

"For our use case, we found the solution to be the best fit when dealing with infrastructure services."

"OpenNebula is lightweight, stable, and easy to customize."

"It makes maintenance very easy and stress-free for our teams."

More OpenNebula pros

Cons

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

"The round robin ticketing feature that they have is not ideal."

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."

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

"We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering."

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

"Freshservice's technical support has issues with delays and translations."

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

More Freshservice cons

"Most of the competitors are offering some sort of billing software to transform their installation to work as a small-sized public cloud, but those offerings from OpenNebula are still missing."

"There are no payment gateways in OpenNebula."

"It should have a simple REST API like most other tools. It's the industry standard format. An XML-RPC API gives you an XML document that you have to convert and then do something with that. REST API endpoint provides outputs in a JSON document. I would also like to see support for user data or heat templates, which OpenStack offers, but OpenNebula doesn't have this yet."

"There are small things that are hard. For example, making sure that it is going to be installable on public clouds."

"The protocol for clusterization is rough and doesn't work well."

"They should add more features like object storage."

"An area for improvement in OpenNebula is the number of features it has. The solution doesn't have that many cloud features compared to other solutions. You'd say, "Okay, simplicity over a rich feature list?" Some say, "No, I need a big machine or a cloud interface for my customers to manage resources. I don't have to go and do it for them." Some people do it that way, and it works, but I'd like to improve the limited features in OpenNebula."

"I would like to see OpenNebula add more integration with REST API. XML-RPC API is good, but it becomes a pain to form a resting output."

More OpenNebula cons

Pricing and Cost Advice

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

"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."

"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."

"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."

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

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

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

"Compared to other tools, Freshservice is affordable."

More Freshservice pricing and cost advice

"The licensing for OpenNebula used to be free, but now it's no longer free. A customer contacted me asking to move to another provider because of the changes in the licensing terms for OpenNebula. I have no information on how much the OpenNebula license is because the customer pays for it, and I only do the integration."

"OpenNebula gives good value for money."

"OpenNebuoa has recently come up with a new subscription model that is economical and a lot of new customers are choosing this as it is an easy subscription model."

"The solution is open source so is free."

"VRA is very expensive but OpenNebula is free."

"We use the Community Edition, rather than the Enterprise Edition."

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911,493 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Construction Company

11%

Manufacturing Company

10%

Outsourcing Company

University

Comms Service Provider

11%

Financial Services Firm

11%

Computer Software Company

10%

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	6
Large Enterprise	3

Questions from the Community

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 company.

See all answers

What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow ...

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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 daily work includes getting some incidents, working on service requests, and hand...

See all answers

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Comparisons

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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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Compared 16% of the time

VMware Aria Automation vs OpenNebula

Compared 8% of the time

Nutanix Cloud Manager (NCM) vs OpenNebula

Compared 6% of the time

VMware Aria Operations vs OpenNebula

Compared 5% of the time

BMC Helix Cloud Security vs OpenNebula

Compared 5% of the time

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Product Reports

Freshservice

Download Freshservice product report

Download OpenNebula product report

Also Known As

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Overview

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

OpenNebula offers scalability, ease of deployment, and integration capabilities that enhance cloud management for enterprises. It supports both virtual and bare metal resources, providing a versatile cloud management experience.

OpenNebula provides a robust platform for building, managing, and automating private and public clouds. Its compatibility with platforms like VMware, KVM, and containers makes it ideal for businesses hosting virtual private clouds and deploying Kubernetes clusters. OpenNebula's API and SDK facilitate automation and integration, allowing organizations to connect with IT systems effectively. Despite its strengths, improvements in object storage, REST API integration, and UI enhancements are needed. The documentation can be disorganized, and users encounter challenges with upgrades and community support.

What are key OpenNebula features?

Scalability: Easily manage resources for growing cloud environments.
User-Friendly Interface: Simplifies cloud management tasks.
Integration: Connects seamlessly with IT systems using robust API and SDK.
Hypervisor Support: Works with multiple hypervisors and container platforms.

What benefits do users find in OpenNebula?

Efficiency: Streamlines cloud operations, reducing management complexities.
Versatility: Offers support for both virtual and bare metal resources.
Community and Documentation: Though needing improvement, provides valuable resources for users.
Cost-Effectiveness: Lightweight nature minimizes resource expenditure.

OpenNebula implementation spans industries where cloud automation and management are critical. Companies utilize OpenNebula for deploying private clouds and managing infrastructure. Its support for Kubernetes clusters is beneficial in tech-driven sectors, highlighting OpenNebula's adaptability to different operational needs.

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Akamai, BBC, Fermilab, Terradue, Surf Sara, Produban, Netways, ESA, China Mobile, BlackBerry, Deloitte, Fuze, Telefonica, Trivago, Nokia, Encore Tech, Beeks.

Freshservice vs. OpenNebula