Aranda Service Management vs. Freshworks

Brenda Gratas April 27, 2023
- 16 min read

Selecting the right IT Service Management (ITSM) solution for your organization can be a daunting task, especially when choosing between prominent contenders like Aranda Service Management vs. Freshworks. Both platforms offer compelling features and capabilities, but determining which truly aligns with your organization's unique requirements can be complex. However, what if there's a third alternative that surpasses both options?

In this blog post, we’ll comprehensively compare Aranda Service Management and Freshworks, analyzing their core features, strengths, and weaknesses. However, an alternative solution emerges as a standout performer amidst this competition – InvGate Service Desk. With its streamlined functionalities and a strong emphasis on digital transformation, this service desk software presents organizations with a distinctive opportunity to elevate their IT operations to new heights. Let's start this ITSM tools comparison journey.

Table of Contents



  • Although Aranda Service Management provides a unified web console, flexible installation options, and support, it is unfortunate that there are no user reviews available on reputable platforms like Gartner and G2.
  • Freshservice excels in its ticketing system, customer support, knowledge base, automation features, and mobile app. However, concerns have been raised about its stability, limited reporting capabilities, pricing, customization options, integration challenges, and search functionality.
  • On the flip side, InvGate Service Desk shines in the world of ITSM and ESM with its powerful ticketing system, user-friendly options, extensive reporting capabilities, and cost-effectiveness that sets it apart from the competition.


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Most looked-at features by buyers

When examining IT Service Management options, potential purchasers concentrate on specific features that align with their organization's requirements. It is crucial to understand these desired features in order to make well-informed decisions.

Let's explore the key factors that prospective buyers commonly take into account when comparing ITSM tools.

  1. Self-service portal and knowledge base - Buyers highly value having a self-service portal that enables end-users to independently resolve common issues and access relevant information without direct assistance.

  2. Ticket Management solution - Buyers recognize the importance of a comprehensive Ticket Management System in help desk software. This feature allows for efficient tracking, assignment, and resolution of customer inquiries and support requests.

  3. Optimized IT service catalog - Organizations often need a streamlined IT service catalog that serves as a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, enhances visibility, and assists in effective service delivery management.

  4. User experience and interface - Buyers prioritize ease of use and interface design. They prefer a user-friendly platform with an intuitive interface that encourages user adoption and increases productivity. Mobile accessibility is also crucial, particularly for organizations with remote or mobile workforces.

  5. Customization and flexibility - Buyers seek software solutions that offer customization options, allowing them to tailor the platform to their business needs. This flexibility ensures that the software aligns with their unique workflows and processes, ultimately enhancing user satisfaction and overall effectiveness.

  6. Insightful reporting - Buyers look for help desk software with powerful reporting tools, such as dashboards and reports, that provide valuable insights into their IT operations and performance. This data-driven approach facilitates informed decision-making and continuous service improvement.

  7. Seamless integration capabilities - Integration with other systems and applications is a vital requirement for buyers, ensuring smooth data flow and process automation. The ability to integrate with existing tools and platforms (including native integration with ITAM tools!) is highly valued for improved efficiency and a unified user experience.

  8. Support automation and Workflow Management - Buyers actively seek software solutions that offer automation capabilities to streamline routine tasks such as ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.

  9. Efficient IT Asset Management - Users prioritize software that offers robust IT Asset Management capabilities to maintain accurate inventories and optimize resource utilization within their organizations.

  10. Scalability - Organizations with evolving needs prioritize solutions that can adapt to their growth and accommodate customization. The solution should allow the creation of custom fields, workflows, and extensions/plugins, enabling them to tailor the software to their unique business requirements.

  11. ITIL compliance - Many organizations prioritize solutions that adhere to ITIL best practices. Buyers may focus on solutions that support ITIL processes such as Incident Management, Problem Management, Change Management, and Asset Management.

  12. Pricing and support - Buyers consider the cost-effectiveness of the solution, including licensing models, subscription plans, and additional costs for features or users. The availability of reliable customer support, comprehensive documentation, and accessible training resources also play a significant role in the decision-making process.

What is Aranda Service Management?


Aranda Software, a Colombian company specializing in IT service and infrastructure management, provides its primary software solution called Aranda Service Management. This comprehensive software is designed to assist businesses in efficiently managing various processes and handling different types of cases. It offers a centralized console where businesses can effectively oversee requests, incidents, problems, and changes.

In addition to Aranda Service Management, Aranda Software offers a range of software products that follow ITIL best practices, including Aranda Asset Management. This particular software is focused on delivering value to businesses in the Latin American region. Aranda Software has established a local presence in 10 Latin American countries and offers flexible licensing options, including Cloud, On-premise, Hybrid, and SaaS models.

What users like from Aranda Service Management

The information presented is sourced from the official website of the company at the time of writing. There are no reviews accessible on well-known platforms like Gartner, G2, or Capterra, which could provide further insights from the users' viewpoints.

  • Flexible installation options - Users have the flexibility to choose between on-premise or cloud installation modes, allowing them to align with their infrastructure needs and organizational preferences.
  • Rapid implementation - Aranda Service Management aims to expedite the implementation process by providing default configurations, templates, and models. These readily available resources help accelerate the configuration process, ensuring a quick setup.
  • Aranda Query Manager included - Users with an ADM package license can benefit from the Aranda Query Manager feature. It provides an advanced reporting solution and a customizable dashboard, enhancing the reporting capabilities of the software.
  • Unified web console - The platform offers a unified web console that can be accessed through a 100% web-based platform. This eliminates the need for installing a console on individual computers, providing a centralized and integrated suite.
  • Design and usability - The software is praised for its intuitive interface, easy configuration, fast loading times, and overall user-friendliness, enhancing the user experience.
  • Local support in Spanish - Aranda Service Management offers specialized and certified support in Latin America, providing assistance to users in their preferred language.

What users don’t like from Aranda Service Management

Due to the absence of available reviews or feedback on prominent platforms such as Gartner, G2, or Capterra, it is challenging to determine specific dislikes or criticisms regarding Aranda Service Management. Currently, no negative aspects have been highlighted due to the lack of user perspectives and experiences shared on these platforms.

What’s Aranda Service Management’s argument over Freshworks?

Without detailed feedback or reviews from users of Aranda Service Management, making a comprehensive and definitive argument regarding one platform's superiority over the other is difficult. However, based on the benefits listed, here are some potential areas where Aranda Service Management might present its argument over Freshworks.

  1. Flexible installation options - Aranda Service Management allows users to choose between on-premise or cloud installation modes, allowing them to align with their infrastructure needs and organizational preferences. This might be beneficial for users with specific IT infrastructure requirements.

  2. Rapid implementation - Aranda Service Management aims to expedite the implementation process by providing default configurations, templates, and models. This can help users quickly set up the system and utilize its features without significant delays.

  3. Aranda Query Manager - Users with an ADM package license of Aranda Service Management can benefit from the advanced reporting solution and customizable dashboard offered by the platform. 

  4. Unified web console - The software offers a unified web console that can be accessed through a 100% web-based platform. This eliminates the need for installing a console on individual computers and provides a centralized and integrated suite. 

  5. Local support in Spanish - Aranda Service Management provides specialized and certified support in Latin America, offering assistance to users in their preferred language. 

What is Freshworks?


Freshworks is the company that developed Freshservice, a platform specifically designed to assist small to medium-sized businesses and large enterprises in efficiently managing their IT services. Utilizing cloud technology, Freshservice offers diverse functionalities, including IT Asset Management, resolution of incidents and service requests, workflow automation, and maintenance of a comprehensive knowledge base.

With its user-friendly interface and an impressive Gartner rating of 4.5 out of 5, Freshservice proves to be a reliable choice for organizations aiming to streamline their IT operations and deliver exceptional service to their employees. 

Freshworks was established in 2010 and is headquartered in San Mateo, California, USA.

What users like from Freshservice

Freshservice has received positive user feedback, which reputable sources like Gartner and G2 have corroborated. Here are some of the advantages highlighted:

  • Ticketing system - Users appreciate Freshservice's ticketing system for its effectiveness in managing, tracking, and collaborating on tickets. It ensures prompt resolution of customer queries and issues.
  • Automation and Workflow Management - Users value the tool’s automation capabilities, which streamline processes and improve efficiency through workflows, automated responses, and escalations.
  • Knowledge base - The knowledge base feature is highly regarded as it empowers customers to find self-help resources, reducing the need for repetitive support requests.
  • User-friendly interface - The platform's interface is praised for its ease of use, allowing users to navigate effortlessly and maximize productivity.
  • Customer support - The software’s responsive and helpful customer support is commended. Knowledgeable support teams quickly address concerns, providing a satisfactory user experience.
  • Mobile app - Freshservice's mobile app is considered convenient for accessing and managing tickets on the go. It offers a similar user experience to the web version and enables efficient remote support.

What users don’t like from Freshservice

However, there are certain aspects of Freshservice that users have expressed concerns or dislikes about. Based on analyses from Gartner and G2, here are some of the dislikes raised.

  • A steep learning curve for advanced features - While users find the basic features user-friendly, some struggle with navigating and utilizing the advanced ones.
  • Limited customization - Some users feel that Freshservice lacks customization options, particularly in ticketing workflows and interface personalization. They desire more flexibility to tailor the platform to their specific needs.
  • Pricing structure - Certain users find Freshservice's pricing structure expensive, especially when additional features or agent licenses are required. They would like more transparent and flexible pricing options.
  • Limited reporting and analytics - Several users have mentioned that the platform's reporting capabilities could be improved, as limited options are available.
  • Platform stability - Some users have encountered stability issues, including occasional system glitches, slow performance, and downtime.
  • Integration challenges - Users have reported difficulties when integrating Freshservice with third-party tools or systems.
  • Search functionality - Some users have experienced difficulties with the search feature, making it challenging to find specific information or tickets.

What’s Freshservice's argument over Aranda Service Management?

Freshservice has several advantages and strengths compared to Aranda Service Management. Here's an expansion of Freshservice's argument over Aranda Service Management.

  1. Ticketing system - Freshservice's ticketing system receives positive reviews for its effectiveness in managing, tracking, and collaborating on tickets. This ensures prompt resolution of customer queries and issues. 

  2. Automation and Workflow Management - Freshservice is praised for its automation capabilities, streamlining processes, and improving efficiency through workflows, automated responses, and escalations. 

  3. Knowledge base - Freshservice's knowledge base feature is highly regarded as it empowers customers to find self-help resources, reducing the need for repetitive support requests. 

  4. User-friendly interface - Freshservice's interface is praised for its ease of use, allowing users to navigate effortlessly and maximize productivity. 

  5. Customer support - Freshservice's responsive and helpful customer support is commended, with knowledgeable support teams quickly addressing concerns and providing a satisfactory experience. 

  6. Mobile app - Freshservice's mobile app is considered convenient for accessing and managing tickets on the go, offering a similar user experience to the web version and enabling efficient remote support.

Considering InvGate Service Desk as an ITSM solution alternative

While Aranda Service Management and Freshwork’s Freshservice are well-known competitors in the IT Service Management industry, it is essential to explore alternative solutions that align closely with your organization's specific needs. In this context, InvGate Service Desk stands out as a compelling choice that merits careful consideration. 

Let's examine the comprehensive features of InvGate Service Desk that make it a valuable option for fulfilling your organization's ITSM requirements.

Strong self-service capabilities

InvGate Service Desk provides robust self-service features, such as a user-friendly portal, an extensive IT service catalog, and a knowledge base. These empower end-users to independently resolve common issues, access various IT services, and utilize self-help resources, thereby reducing the workload on IT staff.


Robust Ticketing and Incident Management

InvGate Service Desk offers powerful functionalities for efficient tracking, collaboration, and resolution of tickets. It includes automated ticket routing, customizable workflows, and SLA Management, enabling IT teams to handle and prioritize incidents effectively.

Example of a Ticket Management view on InvGate Service Desk.

Exceptional user experience

InvGate Service Desk places a high priority on delivering an outstanding user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface facilitates quick adoption and minimizes the need for extensive training, ensuring a user-friendly design that maximizes productivity.


Simplified configuration and setup

InvGate Service Desk simplifies the configuration and setup process with a user-friendly, no-code/low-code approach. This enables both novice and experienced users to implement the system without extensive technical expertise. The platform offers straightforward configuration options, allowing organizations to leverage its powerful ITSM capabilities quickly.

Focused on ITSM with ESM extension

InvGate Service Desk is purpose-built for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). This empowers operational departments to enhance their processes and fully embrace the benefits of digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

ITIL best practice compliance

InvGate Service Desk has earned the prestigious PinkVERIFIED Certified certification, demonstrating its commitment to upholding ITSM excellence. Whether organizations are embarking on their ITIL journey or managing complex operations, InvGate Service Desk provides a user-friendly and feature-rich experience aligned with industry best practices.

Cost-effective solution

InvGate Service Desk offers a cost-effective solution without compromising functionality. It provides a comprehensive range of ITSM features at a competitive price point, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like Aranda Service Management and Freshservice, InvGate Service Desk strikes a balance between cost and functionality.

Customization and flexibility

InvGate Service Desk provides flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can cater to the specific requirements of different sectors and industries.

Comprehensive Asset Management

By integrating InvGate Service Desk with InvGate Insight, organizations gain a holistic view of their IT ecosystem, resulting in improved service delivery and reduced downtime. InvGate Insight offers features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.




Fast ROI and ongoing innovation

InvGate Service Desk ensures a rapid return on investment through efficient implementation processes. Within weeks, organizations can start experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Comprehensive reporting and analytics

InvGate Service Desk offers extensive reporting and analytics functionalities, enabling organizations to gain valuable insights into their IT operations and performance. The platform provides ready-to-use reports and customizable dashboards, empowering IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

InvGate Service Desk's customizable dashboard view.

Next steps

Careful consideration is crucial when faced with the decision of Aranda Service Management vs. Freshworks’ Freshservice for your organization's IT Service Management needs. While comparing these two solutions can provide valuable information, exploring alternative options is essential to find the perfect fit for your specific requirements.

InvGate Service Desk presents as a compelling alternative, offering a wide array of features designed to streamline IT operations and enhance Service Management. 

Explore our live demo to fully grasp how InvGate Service Desk can revolutionize your business operations. This firsthand experience will allow you to witness the platform's capabilities, interact with its features, and evaluate how it can align with your organization's unique requirements.

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