We performed a comparison between Freshservice and Planview Daptiv based on real PeerSpot user reviews.Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"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."
"You can just register and within five to minute minutes, you are ready to go."
"The solution has been stable."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"Ability to scan barcodes and a great search feature."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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."
"I like the reporting engine, IBM Cognos, especially the analytics. That's a good tool. It's quite strong on the ideation and capacity-planning side, which is a huge plus."
"A chat bot needs to be added to the portal."
"Their analytics need improvement."
"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."
"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."
"Freshservice's technical support has issues with delays and translations."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"It would also be nice to see some improvements on the IBM Cognos Analytics. There's still work to be done on the analytics side of things, like your condition formality."
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 has many valuable key features. Some of the most useful ones include:
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
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."
Freshservice is ranked 3rd in Help Desk Software with 18 reviews while Planview Daptiv is ranked 10th in Project Portfolio Management with 2 reviews. Freshservice is rated 8.0, while Planview Daptiv is rated 9.6. The top reviewer of Freshservice writes "Easy to use and administer, integrates with a lot of things, and helps in meeting our SLAs consistently". On the other hand, the top reviewer of Planview Daptiv writes "Strong analytics and capacity-planning". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, ManageEngine ServiceDesk Plus and Microsoft Project, whereas Planview Daptiv is most compared with SAP Portfolio and Project Management, Planview PPM Pro, Planview Portfolios, JIRA Portfolio and Broadcom Clarity PPM. See our Freshservice vs. Planview Daptiv report.
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