Freshservice vs OrbusInfinity comparison

Why PeerSpot?

Freshworks and Orbus Software are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #7 with an average rating of 8.3, while Orbus Software is ranked #36. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of Orbus Software users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and OrbusInfinity are competing IT service management solutions. While Freshservice provides straightforward pricing and excellent customer support, OrbusInfinity is superior for organizations prioritizing advanced process management and customization abilities.

Features: Freshservice offers powerful ticketing, automation, and various integrations ideal for straightforward IT service management. OrbusInfinity provides comprehensive process management tools, advanced workflow capabilities, and enterprise architecture modeling. Freshservice is favored for intuitive functionalities, while OrbusInfinity stands out with robust and flexible features tailored for complex enterprise environments.

Ease of Deployment and Customer Service: Freshservice provides a cloud-based deployment model that is quick and easy to implement with strong customer support, positioning it as an efficient choice for small to mid-sized businesses. OrbusInfinity requires a more involved deployment process, reflecting its capacity to handle complex enterprise systems. Its customer support is reliable but often involves longer setup periods.

Pricing and ROI: Freshservice offers a straightforward pricing model that provides excellent ROI for small to medium businesses with limited budgets. In contrast, OrbusInfinity’s pricing reflects its extensive capabilities, involving a higher initial investment but delivers significant ROI through optimized enterprise management functionalities.

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

Buyer's Guide

Freshservice vs. OrbusInfinity

November 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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Kenneth Igiri

Enterprise Architect at Ecobank Transnational Incorporated

Cost-effective, integrates with the Office tools, and allows us to articulate all entities across the enterprise on one platform

The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us. We've had some issues with the integration between Visio and iServer because sometimes the add-in that allows you to do that integration takes a lot of memory and then your Visio crashes. However, I've not experienced this issue for some time, so it was probably fixed in the recent version. Also, if I copy a large amount of data and I want to copy from one Visio file to another, I have had a case where it suddenly just closes Visio without saving. So, that integration could be more smooth. There should be ease of integration with other systems in our environment such as SysAid. I understand that there is an integration to ServiceNow, but we use SysAid. We need to be able to say that when there's an incident that impacts or requires a change in a particular component, ServiceNow or SysAid should be able to communicate to Orbus that this component is about to change. Similarly, when it comes to discovery or when a new architecture change has happened in the enterprise, we should be able to detect the change in the baseline Enterprise Architecture. There should be such advanced automation. The visibility of our models is limited to those to whom we have assigned licenses. I would've loved it if everyone in the organization could at least see the diagrams. The licensing should be there for those who need to make updates or changes.

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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

"With the help of Bot, it has increased the productivity of the current process and we do not need to spend more time on error resolution and rectification."

"It has improved a lot. We could identify a lot of manual processes that can be automated for our customers. The scope of automation by using Automation Anywhere has become wonderful. IQ Bot and AI sense are the incredible features provided."

"Excel automation is especially helpful because a lot of small companies are still using Excel as their data storage."

"Automation Anywhere has been a boon for our organization because the tedious task that used to be hectic and made us remain seated for hours is now done with a single click."

"If you are looking for a fast solution using minimal resources not requiring an advanced programming skill set this is your product."

"The solution has helped us increase productivity."

"Automation Anywhere helped our organization to get our training and implementation needs successful by providing both community edition and partner edition. Automation Anywhere seamlessly handed off exceptions to employees from Automation Anywhere bots."

"Anywhere contributed to increased efficiency, reduced manual efforts, and notable time savings across various processes."

More Automation Anywhere pros

"There is a nice user interface."

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

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

"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."

"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."

"Depending on the size of your organization, is pretty standard and useful."

"We use the ticketing system primarily, which is very easy to use for all users."

"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."

More Freshservice pros

"The most valuable features are mainly the reporting side of things and the dashboard."

"I like the integration with the Office tools such as Visio and Excel. The integration with Excel helped us to be able to upload data very easily. Integration with Visio helps us to be able to make changes once and have a centralized diagram. We don't have versions of the diagram. This integration with the Office tools is very useful."

Cons

"We have a new feature share in Automation Anywhere, but it does not migrate automatically from the previous version to the new one."

"Currently, there are some vulnerabilities in security that need attention in Automation Anywhere."

"It is negative right now. What we are expecting, for one bot creation, is a six-month turnaround for getting ROI, but that is only the developer man-hour versus actual time saved."

"Vertical connecting lines would be appropriate within the code, and a collapse/expand feature for code blocks would be ideal."

"It would be great if they provide installation documents that are easier to understand, place more focus on capturing the fields, and most importantly, concentrate more on the OCR capability."

"There are some business areas for which this tool is not capable of doing, such as in the areas of graphically-based input."

"Automation Anywhere has a lot of room for improvement. It is not customer-friendly."

"Automation Anywhere (AA) has a lot of stability issues. It needs a lot of maintenance."

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."

"Freshservice has an AI agent that needs improvement for finding knowledge base articles."

"Their analytics need improvement."

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

"In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough."

"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."

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

More Freshservice cons

"We found a few issues with importing data and all the manipulation of data, especially when it came to the BI side of things because it utilized a particular template to be able to get certain reports. The user administrators could not manipulate it to get the right reports."

"The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us."

Pricing and Cost Advice

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

"I find the license pricing to be competitive and reflective of the pricing models throughout the RPA space, and I believe there is a lot of value in continuing to maintain the free community edition platform."

"The cost is affordable, which makes an easy barrier to entry for the RPA market."

"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."

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

"The ROI is really good. We have saved time and money."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"It is affordable for us."

More Automation Anywhere pricing and cost advice

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"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."

"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."

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

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"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."

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

More Freshservice pricing and cost advice

"It was very cost-effective as compared to the other ones we evaluated. We spent about $20,000 per annum for support and license together. There was also an implementation fee at the beginning. I would rate it a nine out of ten in terms of pricing."

"The licensing is on a yearly basis. We currently work with a standard fee."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Government

16%

Financial Services Firm

12%

Manufacturing Company

10%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

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.

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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 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

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Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

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Compared 9% of the time

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Compared 5% of the time

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BMC Helix ITSM vs Freshservice

Compared 3% of the time

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Compared 11% of the time

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Compared 8% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

October 2026

Download Freshservice product report

Buyer's Guide

Enterprise Architecture Management

October 2026

Download OrbusInfinity product report

Also Known As

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

Flint

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

Orbus Software

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

OrbusInfinity offers robust capabilities for organizations looking to optimize their business processes through effective enterprise architecture management. It aids in transforming complex enterprise structures into coherent and strategic frameworks.

Designed for strategists and IT professionals, OrbusInfinity provides a comprehensive platform that integrates seamlessly with industry standards, enhancing decision-making and fostering innovation. It not only supports detailed architecture modeling but also offers powerful analytics tools that assist in identifying and addressing inefficiencies, aligning IT investments with long-term goals.

What are the key features of OrbusInfinity?

Architecture Modeling: Provides a dynamic environment for creating and managing architectural models.
Analytics Dashboard: Delivers insights through customizable dashboards that enhance strategic decision-making.
Integration Capability: Seamlessly integrates with other systems, aiding in cohesive data flow across platforms.

What benefits and ROI should users expect?

Enhanced Strategic Clarity: Improves alignment between IT activities and business objectives.
Cost Efficiency: Identifies areas for cost reduction by optimizing resource allocation.
Scalable Flexibility: Adapts to evolving organizational demands, supporting continuous growth.

OrbusInfinity is implemented in sectors like finance and healthcare where precise data governance and streamlined workflow processes are essential. By aligning business and IT strategies, it enables industries to manage regulatory compliance and operational risk effectively.

Orbus Software

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

Information Not Available

Buyer's Guide

Freshservice vs. OrbusInfinity

November 2026

Free Report: Freshservice vs. OrbusInfinity

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