Freshservice vs Planview Daptiv comparison

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Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed Freshservice vs. Planview Daptiv Report (Updated: November 2022).
655,711 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"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."

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"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."

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"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."

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"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."

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Pricing and Cost Advice
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • "The price of Freshservice could improve, it is expensive."
  • "It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • "The solution may be around 20,000 euros a year."
  • More Freshservice Pricing and Cost Advice →

  • "It's a yearly license, but it's not an open license. It's based on users and their roles. So your administrator is priced differently from your timesheet user."
  • More Planview Daptiv Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Freshservice's best feature is its user-friendliness.
    Top Answer:In the next release, I'd like to see more integration with Microsoft to get more data.
    Top Answer:Is very easy to use, very intuitive!
    Top Answer:We primarily use the solution for tracking our projects. That includes tracking our projects holistically, and tracking time, general financials, and status reporting.
    Top Answer:We're just a customer. We don't have a business relationship with the product. I'm not sure which version of the solution we are using. It's on the cloud, so it is probably the latest version of the… more »
    out of 58 in Help Desk Software
    Average Words per Review
    Average Words per Review
    Also Known As
    Learn More

    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."

    Daptiv by Changepoint is an industry-leading Project and Portfolio Management (PPM) solution that helps businesses connect strategy to execution. Plan and monitor your portfolios from a top-down perspective to ensure you’re investing in the right projects to align with the overarching goals of your business.
    Learn more about Freshservice
    Learn more about Planview Daptiv
    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    AOS Studley, Austrian Airlines, bpost bank, Employees Provident Fund, Stena Metall, VitalityHealth, Precor
    Top Industries
    Financial Services Firm20%
    Manufacturing Company13%
    Comms Service Provider13%
    Insurance Company13%
    Computer Software Company22%
    Educational Organization7%
    Comms Service Provider7%
    Computer Software Company19%
    Financial Services Firm9%
    Insurance Company8%
    Company Size
    Small Business57%
    Midsize Enterprise4%
    Large Enterprise39%
    Small Business25%
    Midsize Enterprise15%
    Large Enterprise60%
    Small Business55%
    Midsize Enterprise9%
    Large Enterprise36%
    Small Business15%
    Midsize Enterprise19%
    Large Enterprise66%
    Buyer's Guide
    Freshservice vs. Planview Daptiv
    November 2022
    Find out what your peers are saying about Freshservice vs. Planview Daptiv and other solutions. Updated: November 2022.
    655,711 professionals have used our research since 2012.

    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.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.