We performed a comparison between Freshservice and OpenText Project and portfolio Management 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."What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"The overall functionality of the product is excellent."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"Freshservice's best feature is its user-friendliness."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Micro Focus Project and Portfolio Management (PPM) has a very strong workflow engine."
"It is very important that the platform gives us a single place where we can measure progress toward goals, as we have weekly meetings with the CTO. We present these consolidated overviews and dashboards to him so that he has an overview of all the projects and can see the status of all the problems that we have and we are working on."
"Resource management: The resource management module is very complete and covers most of the time all needs of customers."
"Overall, they have a very strong workflow management capability. That's a very strong feature because then you can model any process easily. Whether it is a demand management process, a pipeline management process, or your project delivery methodology, it is much easier because of their workflow management capability."
"Has a powerful workflow engine that allows creation of workflow complexities and processes."
"I like the ease of customization from an admin perspective. I'm really excited about some of the things that are coming in version 10.0.3 as far as what admins are able to do."
"The data provided by PPM is trusted and is available almost immediately; without trusted data there is very less scope of any tool to be successful."
"I like the automated calculations, especially on the resource side. When project managers enter their resource requirements into their staffing profiles, they are automatically translated into labor forecast calculations. PPM automates a significant portion of the forecast calculations. Timesheets are also built-in. We automatically process time sheets and bill them accordingly."
"The chat portal is not that great."
"Freshservice's technical support has issues with delays and translations."
"A chat bot needs to be added to the portal."
"Freshservice could improve the delegation and workflow management features."
"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."
"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 product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"We constantly put in requests for some of the things we need. One of those is being able to export just our standard request type to PDF."
"I would also like to see improvement in PPM's reporting and alerts. PPM has reporting capabilities, including HTML reports and portlets. But a majority of clients will build their own reporting platforms, or they will use external reporting platforms like Tableau and QlikView."
"Reporting; need to be able to provide fancy reporting out of PPM, way it is done in OBIEE etc."
"The user interface is very, very old and is missing some functions, such as, for example, re-do, follow, and share functions. The UI is not good."
"There are some limitations when it comes to attaching receipts. For example, if we are going to buy some non-labor-related assets such as hardware, we are not able to attach the receipts in the Financial Management module in version 9.41."
"Sometimes features in PPM don't work as expected, or our users request a new feature. Typically, our partner vendor can deploy those changes. But there have been a few instances when we had to raise it with Micro Focus because it's beyond the ability of our partner vendor. When we raise the issue with Micro Focus, it sometimes takes time because it needs support from other customers using PPM, not just our bank. It goes through a voting system. Other customers need to vote for the feature. The features that get the most votes will possibly be added."
"User interface continues to be poor. The product does not have a similar view in the different modules, e.g., staffing vs financial management, it looks like you are working with a different product and it is not easy to use or intuitive."
"Currently, HPE PPM does not allow “Project” approval, but only simple “Demand Request” approval (mobility)."
More OpenText Project and portfolio Management Pricing and Cost Advice →
Freshservice is ranked 10th in Project Management Software with 29 reviews while OpenText Project and portfolio Management is ranked 10th in Project Portfolio Management with 24 reviews. Freshservice is rated 8.0, while OpenText Project and portfolio Management is rated 7.8. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of OpenText Project and portfolio Management writes "Gives management a cohesive place for tracking business strategies and goals, but cosmetic aspects need work". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas OpenText Project and portfolio Management is most compared with Jira, Planview PPM Pro, Smartsheet and Teamwork . See our Freshservice vs. OpenText Project and portfolio Management report.
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