Freshservice vs Planisware comparison

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Freshservice

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Executive Summary

We performed a comparison between Freshservice and Planisware 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.

To learn more, read our detailed Freshservice vs. Planisware Report (Updated: July 2025).

Freshservice vs. Planisware

July 2025

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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

Freshservice

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (7th), Project Management Software (11th), Cloud Management (15th), IT Asset Management (7th), IT Service Management (ITSM) (5th)

Planisware

Average Rating

7.8

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Project Portfolio Management (5th)

Featured Reviews

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Smooth incident management and easy to use while needing better escalation management

We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…

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Avinash Padmanabhan

Planisware Consultant | Delivery Lead at Schlumberger

Enhanced project and resource management with Agile integration

Primarily, Planisware is used for project, program, and portfolio management purposes. Projects can be scheduled, and budgeting, tracking, resource management, efforts, forecast, and scheduling can be executed using the Planisware application It offers capabilities to manage the complete project…

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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

"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."

"With Freshservice in place, we have reversed the trend of creating tickets."

"Ability to scan barcodes and a great search feature."

"There is a nice user interface."

"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

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

"It's very handy and very easy to use."

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

More Freshservice pros

"We have a variety of different modules, but it is mainly used for costs, risks, and resources."

"It has an inbuilt BI tool, which can be compared to Power BI or Tableau."

"Overall, our company has all disintegrated systems, and with Planisware, we are getting a very integrated view of my portfolio reporting, cost and load, and everything else."

"There are two things in particular that I enjoy. The first is the portfolio planning section. Another advantage is that it is highly customizable."

"Planisware has introduced Agile concepts, making it capable of Agile management similar to Jira and other Agile tools."

"The solution is performance-oriented and easily customized accordingly to many areas, such as performance KPI."

"The area that could benefit from improvement in this Planisware is the project management tool. I have previously used Project Server, which is a Microsoft solution, and I found it to be more user-friendly as it included a client solution. In contrast, with this solution, the only option available is the online version, making it difficult to create activities, milestones, and other necessary components. This is in comparison to Planisware, which offers a more comprehensive solution."

"Planisware offers integration with multiple tools and provides a good level of customization."

More Planisware pros

Cons

"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."

"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."

"I experienced some delay in response time for non-function critical queries."

"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."

"Their analytics need improvement."

"There is room for improvement in reporting for project management."

"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."

"A chat bot needs to be added to the portal."

More Freshservice cons

"The UI and UX of Planisware are not that advanced."

"The learning curve is steep and there could be more avenues for opening up learning materials to a broader audience, enabling individuals to gain practical experience with the tool."

"The biggest con for Planisware is that if you are not a Planisware partner, you don't have access to their functions, making it difficult for beginners and new team members."

"The solution's user experience and user interface need improvement because they are not that great and intuitive."

"More integration is needed with other kinds of products for better collaboration."

"They do not have anything that can assist customers with multi-year roadmap planning."

"I have experienced some issues, and that’s okay. It tends to be stable when the server's processing power and memory are adequate."

More Planisware cons

Pricing and Cost Advice

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

"The solution has an annual licensing model."

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

"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."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

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

More Freshservice pricing and cost advice

"The solution is expensive and support is an extra cost. There are three license types to choose from, and we only pay for support and cloud services depending on our needs."

"There are training and certification costs."

"The solution could be less expensive and the cost of scaling is expensive too."

"It comes with a high cost."

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Top Industries

By visitors reading reviews

Computer Software Company

22%

Educational Organization

Financial Services Firm

Manufacturing Company

18%

Energy/Utilities Company

15%

Computer Software Company

10%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Freshservice?

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...

What is your experience regarding pricing and costs for Freshservice?

The solution offers flat licensing and appears to be cost-effective.

What needs improvement with Freshservice?

There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...

What is your experience regarding pricing and costs for Planisware?

I don't have any specific details, however, it might be expensive.

What needs improvement with Planisware?

I haven't had the time to work with any other TPM tools, so I can't compare it to other tools just yet.

What is your primary use case for Planisware?

We actually use it for project planning and estimating the cost for the projects, in resource management, and as a timecard application. Users can log their time using the timesheet.

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Product Reports

Download Freshservice product report

Freshservice

July 2025

Download Planisware product report

June 2025

Also Known As

Flint

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Overview

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I 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.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Freshworks

Resource and cost scheduling, time tracking, risk and document management in a collaborative environment. Software solution that supports the end-to-end governance of company portfolios, from finance and resource planning, to the life cycle management of products.

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Apotex, Alstom Transport, HP, Stryker, Rexam, Jotun, Gelita, Kraton Performance Polymers, Abbvie, Rio Tinto Alcan, Maruho, Teva, SK Chemicals