Freshservice vs HaloITSM comparison

Why PeerSpot?

Freshworks and HaloITSM are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #7 with an average rating of 8.3, while HaloITSM is ranked #25. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of HaloITSM users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and HaloITSM are designed to provide effective IT service management solutions. HaloITSM has a slight advantage due to its comprehensive feature set, making it preferable for organizations seeking depth and flexibility in ITSM processes. However, Freshservice is noted for competitive pricing and support quality, often seen as providing strong value.

Features: Freshservice is known for its automation capabilities, intuitive workflow design, and a strong focus on simplifying IT tasks. HaloITSM stands out with highly customizable dashboards, detailed reporting tools, and rich integration options.

Ease of Deployment and Customer Service: Freshservice offers an easy-to-use deployment process with efficient support channels, making it suitable for quick setup and reliable customer assistance. HaloITSM provides a flexible deployment model with extensive customization options and robust customer service but might require a longer deployment time.

Pricing and ROI: Freshservice has a relatively lower setup cost with a focus on cost-effectiveness, delivering substantial ROI for small to mid-sized enterprises. HaloITSM, while potentially higher in initial expenditure, offers significant returns through its rich functionality tailored to enterprise-level needs.

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

Buyer's Guide

Freshservice vs. HaloITSM

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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Ian MacFarlane

Owner at Elifiatek

Codeless with no customization required and excellent pricing

We have just displaced a ServiceNow installation, which is a major win. We have become partners with Halo and reduced our partnerships with other enterprise ITSM providers. We've actually become partners with Halo, and we've got rid of our partnership with Ivanti ITSM. It's a real market changer, for sure.

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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

"It's easy to use, and with less experience, anyone with the business knowledge can automate easily."

"For the tasks that I do repeatedly, I can record processes using Automation Anywhere. I record mouse and keyboard actions and create a workflow for those activities. This minimizes my workload. The recording option is very useful."

"In terms of development for our developers, it is very easy and quick to learn because Automation Anywhere has provided an online academy where developers can easily learn the features. It is very easy. If someone does not have a coding background, they can also learn from it very easily because it is just drag and drop and very interactive."

"There is one user registration process in one application where there is no API which has been published by that framework. This is a very proprietary in one application by a third-party. So, there was a help desk, and whenever a call went to the help desk, they had a front-end where they created these user registrations. Now, this is completely automated for all employees who are onboarded. We receive the data, it is put it into Excel, and from Excel, it will update it into the particular tool where the registration happens."

"There has been a great return on investment."

"The cloud implementation is easy, you do not have to install anything, and when we use it in the Automation Anywhere Cloud, it becomes even easier."

"Our development time has been reduced because the solution is very user-friendly."

"We realized a return on investment with Automation Anywhere, especially during the COVID surge in volume within the payment process."

More Automation Anywhere pros

"Freshservice's best feature is its user-friendliness."

"I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc."

"One of the key benefits of Freshservice is license management."

"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

"The product is loaded with all the features you need."

"It is a stable solution. My company hasn't faced any problems with the solution."

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

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

More Freshservice pros

"The product’s UI is very good."

"The most valuable aspect is that is is codeless."

"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."

Cons

"Regarding the UI, once you're in some of the screens there are fixed dialogues. They are a set size, so there's a lot of horizontal scrolls and vertical scrolls."

"I would rate Automation Anywhere's support a four out of ten because the support is horrible for all customers."

"Many clients use the Citrix environment but AA has very low functionality to automate a Citrix environment."

"I used document automation about two years ago, however, it did not work as expected at that time, providing results around 70% to 80%. After that, we turned to third-party tools."

"The main issue I identify is that the cost of the enterprise-scale license and add-ons can be a barrier for small businesses."

"The main things I've found that could be better are small things that can be annoying when you're using them a lot. I would recommend they add a feature where, if you mark the start of an "If" sentence it will highlight the end of the "If" sentence. That would make it easier to get a better overview."

"We have encountered some issues in the actions like Terminal Emulator-> Send Key -> Page Down/Up not working."

"Cloud was one of the features we wanted to see, because it makes it much easier. The second feature is ease of use in terms of agnostic operating system."

More Automation Anywhere cons

"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."

"While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira."

"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."

"The chat portal is not that great."

"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."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

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

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

More Freshservice cons

"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."

"The product does not have its own orchestration engine."

"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."

Pricing and Cost Advice

"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."

"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."

"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."

"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."

More Automation Anywhere pricing and cost advice

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

"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."

"The solution has an annual licensing model."

"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 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 pricing is reasonable."

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

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

More Freshservice pricing and cost advice

"The product’s pricing is competitive and less complicated."

"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."

"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Government

12%

University

11%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	562

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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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% 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 10% of the time

Zendesk vs Freshservice

Compared 7% of the time

JIRA Service Management vs Freshservice

Compared 5% 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 HaloITSM

Compared 19% of the time

JIRA Service Management vs HaloITSM

Compared 14% of the time

SysAid vs HaloITSM

Compared 7% of the time

TeamDynamix vs HaloITSM

Compared 6% of the time

NinjaOne vs HaloITSM

Compared 5% 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

IT Service Management (ITSM)

September 2026

Download HaloITSM product report

Also Known As

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

Flint

NetHelpDesk

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

HaloITSM

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

HaloITSM offers a comprehensive platform designed to streamline IT service management processes, enhancing efficiency and reducing operational costs for businesses. Its scalability and adaptability make it suitable for organizations of all sizes, providing a robust foundation for effective IT operations.

Designed for diverse industries, HaloITSM integrates seamlessly into existing systems. Its intuitive design facilitates enhanced workflow management, incident tracking, and automation. Users benefit from its customization capabilities, tailored to meet unique requirements. With powerful reporting and analytics, businesses can gain actionable insights to drive continuous improvement and informed decision-making. Furthermore, HaloITSM supports global reach with its multilingual and multi-currency options, ensuring adaptability to various market needs.

What are the key features of HaloITSM?

Incident Management: Streamlines IT support processes, ensuring timely issue resolution.
Change Management: Automates change workflows, reducing risks associated with IT changes.
Asset Management: Provides comprehensive oversight of organizational assets, optimizing resource allocation.
Service Catalog: Allows for customizable service listings, enhancing user experience.
Self-Service Portal: Empowers users with self-help resources, minimizing support requests.

What benefits should users look for in reviews?

Cost Efficiency: Reviewers note reduced operational costs due to streamlined processes.
Scalability: Users highlight its adaptability to both small and large organizations.
User-Friendliness: Praised for its intuitive interface, making it accessible for all users.
Customization: Recognized for tailored features meeting specific business needs.

HaloITSM is implemented across sectors like healthcare and finance, addressing specific industry requirements with customizable workflows and compliance features. Its impact is notable in enhancing service delivery and operational efficiencies in these fields.

HaloITSM

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

Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.

Buyer's Guide

Freshservice vs. HaloITSM

September 2026

Free Report: Freshservice vs. HaloITSM

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

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