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: April 2025).

Freshservice vs. Planisware

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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 (8th), Project Management Software (12th), Cloud Management (15th), IT Asset Management (6th), IT Service Management (ITSM) (5th)

Planisware

Average Rating

7.8

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Project Portfolio Management (6th)

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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John Andrew Kossey

Planisware configuration consultant at Comcast Business

Capably brings single source of truth to enterprise project portfolio management; provides consequential, flexible data display with effective visualization; integrated use of Agile, Kanban

Historically, some releases--even with extensive delays from initial announcement--had minor, yet troubling glitches. Planisware Enterprise has been addressing this shortcoming with more frequent releases that include helpful improvements. 7.0.0 release was January 2021; 7.0.1 March 2021; 7.0.2 July 2021; 7.0.3 December 2021; 7.0.4 March 2022. 7.1 became available in September 2023. Documentation has become much more thorough and clearly illustrated. Release notes for 7.0.4 has 133 pages. In my experience, small irritations I reported in E7 have been fixed in several days. SaaS provisions that Planisware provides in relation to security are superior to what smaller organizations can afford. Planisware SaaS no longer relies upon third-party providers. Faster data response time is a user benefit. Availability of Planisware software as a service (SaaS) contributes to operational stability; your team still needs to keep the configuration responsive to evolving business needs. Each customer has responsibility for continuing to grow "know why" as well as "know how." Investing in local capabilities on your customer side is vital--both for technical configuration and functional administrators. Over-dependence on the vendor can be needlessly expensive. Discussions with fellow Planisware customers conclude that commitment to achieving and sustaining product proficiency across versions is a key best practice. At-cost Planisware certification courses can provide training for a corporate customer's advanced users (those responsible for maintaining L1 level changes). One function I have requested for P6 and continuing through E7 is a comprehensive, detailed listing of attributes across modules--somewhat similar to attribute display in OPX2 versions (pre-P5). Some few attributes (e.g., Z-order) are difficult to document completely. Pull-down list of hundreds of attributes is insufficient.

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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

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

"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."

"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."

"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."

"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."

"The solution has been stable."

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

More Freshservice pros

"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."

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

"It stands out by automating the intricate mechanics of project execution, eliminating the need for highly technical individuals to manage and reconfigure models."

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

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

"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."

More Planisware pros

Cons

"We'd like better integration with other products."

"Their analytics need improvement."

"The chat portal is not that great."

"Freshservice could improve the delegation and workflow management features."

"I am not too happy with the page layout or screen layout since it always looks messy."

"The round robin ticketing feature that they have is not ideal."

"We'd like to see a CMDB, a Configuration Management Database, in the future."

"Freshservice's technical support has issues with delays and translations."

More Freshservice cons

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

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

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

"Its stability should be improved. Its stability is the main issue, but we sometimes also have issues with calculations."

"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."

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

More Planisware cons

Pricing and Cost Advice

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

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

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

"Freshservice price is competitive, it is not more than other solutions on the market."

"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 pricing is reasonable."

"Compared to other tools, Freshservice is affordable."

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

More Freshservice pricing and cost advice

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

"It comes with a high cost."

"There are training and certification costs."

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

24%

Financial Services Firm

Educational Organization

Retailer

Manufacturing Company

18%

Energy/Utilities Company

14%

Computer Software Company

11%

Financial Services Firm

10%

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

Freshservice

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Also Known As

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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

Freshservice vs. Planisware