We performed a comparison between Freshservice and monday.com based on real PeerSpot user reviews.
Find out in this report how the two Project Management Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"It allowed the development team to concentrate on the client’s requirements instead."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The solution has been stable."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The most valuable tools are the search function, automated email reminders, and the ability to track changes through the activity log."
"The scalability is unlimited."
"Time tracking has been a godsend."
"monday.com is very easy to use and very user-friendly. I can give non-technical people access to their respective boards and that enables them to focus on their objectives and their targeted items or customers... No other CRM is this user-friendly for non-technical end-users."
"I’ve found the ability to build dashboards through integrating information from various boards most helpful to ensure the right information is being communicated to leaders and other groups."
"The way everyone can work together is fantastic."
"Being able to duplicate boards from sitting to sitting and also being able to upload .csv files for tasks is great."
"Having visibility of all projects and every team member's workload has been invaluable."
"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."
"Freshservice could improve the integration with Microsoft Outlook."
"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."
"It's hard to interact directly with the users themselves."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"Freshservice's technical support has issues with delays and translations."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"The user admin module could be more accessible."
"Monday.com has tons of features and capabilities. However, you’ll need to upgrade your plan to actually benefit the most from these tools."
"There are occasional glitches in the system that cause the website to be down temporarily."
"It would be great to have more options on the form for external use, and an easier exporting option for client answers (rather than copying and pasting from each section)."
"Perhaps a direct interface integration with social media channels would be ideal."
"The documentation must be available in French."
"I would like to see Monday.com create a Work Package Template which could be created and adjusted as per each project but could also be amended via an app on site should this be required."
"I would love to be able to hide rows visibility. Currently, this is only available for columns."
Freshservice is ranked 10th in Project Management Software with 29 reviews while monday.com is ranked 1st in Project Management Software with 222 reviews. Freshservice is rated 8.0, while monday.com is rated 9.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of monday.com writes "We can collaborate with our customers efficiently and professionally, and automation makes it easy for everyone". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine IT Asset Management, whereas monday.com is most compared with Wrike, Asana, Microsoft Dynamics CRM, Zoho CRM and Freshsales. See our Freshservice vs. monday.com report.
See our list of best Project Management Software vendors and best Project Portfolio Management vendors.
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