Freshservice vs OrbusInfinity comparison

Why PeerSpot?

Freshworks and Orbus Software are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #8 with an average rating of 8.2, while Orbus Software is ranked #37. 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: August 2026).

Buyer's Guide

Freshservice vs. OrbusInfinity

August 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

"We've noticed time savings of up to 40 minutes, based on wait time and verification delays."

"Automation Anywhere's document automation, powered by IQ Bots and now enhanced with AI, stands out as a particularly valuable feature."

"It is very easy for anybody to learn."

"Bot Runner - The Bot Runner is the machine where you run the bot. You could have multiple bots running in parallel. You only need the Run License to run the bots. The bots report back the execution logs/pass/fail status back to the control room."

"We offer them a cost and time-effective solution for repeated and time-consuming processes, which surely help a lot in terms of improving quality."

"We found that RPA with additional AI capabilities, such as machine learning and Computer Vision, can enable the organization to augment existing business operations by creating efficiencies and improving the accuracy of data to be processed, without changing too much of the existing system."

"The standout qualities of Automation Anywhere were the ease of automation and that it is an intuitive tool. After a simple walkthrough, a couple of hours or two, you would be able to hit the ground running."

"We are using all of the features and all are important and valuable but the automation and flexibility are the things which make the product work as a solution for us."

More Automation Anywhere pros

"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

"Freshservice is more stable and easier to use; it's also less expensive, and for small and medium-sized organizations, it's quite good."

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

"Freshservice was up and running without any expensive project planning, and all that without sacrificing features."

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

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

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

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

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

"Automation Anywhere is a technical application. It is not so easy for a regular user. It requires technical knowledge."

"Investment effect is almost none, unfortunately."

"One key feature we are looking for from Automation Anywhere is the need for a fully evolved CI/CD pipeline approach within our IT organization, given that we manage multiple applications."

"I would like to see extensive OCR capabilities in the next release."

"I believe Automation Anywhere needs to improve on product quality. Sometimes it has intermittent issues."

"They should consider being more multi-platform."

"Also, the Master certification should be provided free of cost for partners. More practical samples and examples of bots using new features in A2019 should be available in people Documentation. A2019 presentation material for proposing A2019 as an RPA choice should be provided to partners."

"I would like it to have AI and ML capabilities."

More Automation Anywhere cons

"Not integrated with Google."

"A chat bot needs to be added to the portal."

"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."

"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 issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

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

"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."

"The only thing I would have against it right now is that the workflow automation is not as granular as we would like it to be, at least for the size of our organization."

More Freshservice cons

"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 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."

Pricing and Cost Advice

"The major reason that we selected Automation Anywhere was the licensing model."

"If you look at the capital expenditure, Automation Anywhere is number two to UiPath. But if you take a long-term view, on a scalable model of a large number of bots coming out, it slowly goes on to become the costliest tool. There is something they can do about that. The capital expenditure goes out right at the point of buying the tool. For Automation Anywhere, I would need to spend $20,000. UiPath can give me something for $6,000, while Blue Prism will come in at $300,000."

"I think the solution's pricing is reasonable."

"Overall, the pricing of Automation Anywhere is good."

"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."

"The Community Edition is a good offering from the company."

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

"Their licensing processes are in par with most industry standards."

More Automation Anywhere pricing and cost advice

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"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."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"Compared to other tools, Freshservice is affordable."

"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."

"The pricing is reasonable."

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

Financial Services Firm

13%

Outsourcing Company

12%

Manufacturing Company

10%

Construction Company

10%

Construction Company

11%

Manufacturing Company

10%

Outsourcing Company

University

Government

18%

Financial Services Firm

11%

Manufacturing Company

10%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
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.

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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 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Freshservice

Compared 11% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

BMC Helix ITSM vs Freshservice

Compared 3% of the time

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ServiceNow vs OrbusInfinity

Compared 12% of the time

MEGA HOPEX vs OrbusInfinity

Compared 11% of the time

BiZZdesign HoriZZon vs OrbusInfinity

Compared 9% of the time

iServer vs OrbusInfinity

Compared 9% of the time

LeanIX vs OrbusInfinity

Compared 9% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

August 2026

Download Freshservice product report

Buyer's Guide

Enterprise Architecture Management

August 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

August 2026

Free Report: Freshservice vs. OrbusInfinity

Find out what your peers are saying about Freshservice vs. OrbusInfinity and other solutions. Updated: August 2026.

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