Freshservice vs Ivanti Service Desk [EOL] comparison

Freshworks and Ivanti are both solutions in the IT Service Management (ITSM) category. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 88% of Ivanti users who would recommend it.

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Executive Summary

We performed a comparison between Freshservice and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: May 2026).

Buyer's Guide

IT Service Management (ITSM)

May 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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David Gillen

Lifetime Process Manager at a government with 201-500 employees

It offers us the flexibility to use the tool across multiple departments, not just IT

Each company had its own solution before we merged. We were all independent up to that point. My last company was with was using the Touchpaper solution, which became LANDesk, then Ivanti. We've continued with our tool, but there had to be a corporate standard, so the other companies were told to migrate on to the Ivanti platform.

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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

"The IQ Bot is the most valuable feature and a significant market differentiator."

"What Automation Anywhere has done is free up more time for our staff, and they're able to handle exceptions in our processes instead of having to do the mundane, repetitive tasks they were doing previously."

"The solution's most valuable feature is its ease of use."

"By providing the companies with such a useful and productive tool, they save a lot of time and money on tasks that can be performed by small bots."

"With Automation Anywhere, what used to take us two days now takes us twenty minutes."

"MetaBot is the most valuable feature. Other products have robotic functionality but MetaBot is a kind of functionality by which code is created... so business users who do not have coding knowledge can drag and drop."

"We were working on a system called AS 400. Automation Anywhere performed well on that old system. It handled complicated processes. I had to review different menus and screens and give resources, storage, and databases. That's complicated."

"I have in fact told all my friends and colleagues who are in the RPA domain to work with Automation Anywhere because it's easier to run as well as to implement."

More Automation Anywhere pros

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

"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."

"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."

"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

"Freshservice is very user-friendly and easy to customize."

"The most valuable features of Freshservice are the notifications, customization, and flexibility."

"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."

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

More Freshservice pros

"Incident management is a valuable feature."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"Ivanti Service Desk gives all the functionality we need."

"Incident management and service request management features are the most valuable."

"The tool supports a lot of standard reporting KPIs."

"The initial setup was quite simple; installing just took a few minutes."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

More Ivanti Service Desk [EOL] pros

Cons

"As we expand our components of the Automation Anywhere platform that we utilize, we need better connections between them."

"Room for improvement is more on the IQ Bot side: How quickly we can adopt and deploy it?"

"For improvement, I would like to see Automation Anywhere integrating with multiple other technologies."

"There should be more organized training sessions. I prefer interactive classes to one-on-one training. You can create super users and organize conferences or workshops where users can learn from experts. Maybe you only have a few of these super users in your organization, so that's why you need to have workshops on a weekly basis."

"It is frustrating at times to experience this instability, but we do find a solution and we are working on it to be better."

"The approval process needs improvement."

"Maybe not improved but I heard that the 2019 version is going to look more like UiPath, which is not ideal for a typical/classic developer."

"Sometimes, the files are getting corrupted and this causes us a lot of trouble."

More Automation Anywhere cons

"It's still a new product, so there are some areas that are a little frustrating."

"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."

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

"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."

"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."

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

"It's hard to interact directly with the users themselves."

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

More Freshservice cons

"You must be very technical to configure it."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

"The interface can be improved. It can be made more interactive for self-service users."

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"I rated it a six out of 10 because it takes a lot to configure it."

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"I believe it is $10,000 for Bot Creator."

"There is an annual subscription for Automation Anywhere."

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."

"The licensing fees are approximately $10,000 USD for between five and ten users."

"Our costs are approximately between $5,000 to $10,000 per license."

"We have seen about a 10 percent monetary savings."

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."

"We have saved time and money using this solution."

More Automation Anywhere pricing and cost advice

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

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

"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."

"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."

"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."

"The solution has an annual licensing model."

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

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

11%

Construction Company

Computer Software Company

University

10%

Construction Company

Manufacturing Company

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	150
Midsize Enterprise	82
Large Enterprise	534

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

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...

See all answers

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 do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...

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What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...

See all answers

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Compared 6% of the time

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Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

May 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Buyer's Guide

IT Service Management (ITSM)

May 2026

Download Ivanti Service Desk [EOL] 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

Ivanti

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

Deliver outstanding IT support services to employees and customers.

Ivanti

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

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

Buyer's Guide

IT Service Management (ITSM)

May 2026

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