Freshservice vs SAP Build Work Zone comparison

Freshworks and SAP are both solutions in the Project Management Software category. Freshworks is ranked #10 with an average rating of 8.3, while SAP is ranked #151. Freshworks holds a 0.7% mindshare in PMS, compared to SAP’s 0.0% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of SAP users who would recommend it.

Freshservice

Read 40 Freshservice reviews

6,589 Views
857 Comparison Views

97% willing to recommend

SAP Build Work Zone

Read 5 SAP Build Work Zone reviews

1,041 Views
10 Comparison Views

100% willing to recommend

Freshservice

SAP Build Work Zone

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 15, 2026

SAP Jam and Freshservice are competing in the business solution space. Freshservice leads with feature richness and perceived value.

Features: SAP Jam emphasizes strong collaborative capabilities, making it ideal for team projects and knowledge sharing. Freshservice offers a robust helpdesk with asset management, a ticketing system, and automation options, enhancing IT service processes.

Room for Improvement: SAP Jam can enhance integration with more business tools, improve mobile app functionality, and expand its project management features. Freshservice could refine its customization options, enhance reporting capabilities, and improve integration with third-party applications.

Ease of Deployment and Customer Service: SAP Jam provides straightforward deployment with comprehensive support for quick integration. Freshservice offers cloud-based deployment for fast setup and efficient scaling, supported by reliable customer service.

Pricing and ROI: SAP Jam's initial setup cost is significant but justified by its collaboration features that boost productivity. Freshservice delivers greater ROI with scalable pricing and extensive features, offering long-term value for IT service management.

To learn more, read our detailed Freshservice vs. SAP Build Work Zone Report (Updated: May 2026).

Buyer's Guide

Freshservice vs. SAP Build Work Zone

May 2026

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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

Ranking in Project Management Software

10th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (6th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)

SAP Build Work Zone

Ranking in Project Management Software

151st

Average Rating

8.4

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Project Portfolio Management (44th), Enterprise Social Software (12th)

Mindshare comparison

As of May 2026, in the Project Management Software category, the mindshare of Freshservice is 0.7%, down from 2.2% compared to the previous year. The mindshare of SAP Build Work Zone is 0.0%, down from 0.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Project Management Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	0.7%
SAP Build Work Zone	0.0%
Other	99.3%

Project Management Software

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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AhmedHaridy

Managing Director at Emkan

A powerful tool for managing subscriptions within the organization

It's undoubtedly more complex compared to the initial part. It depends on the requirements. You can't categorically say that HubSpot is only suitable for smaller devices; it's adaptable to various needs. Depending on the requirements, you can have a project completed within as little as six months or as long as a few years. It's a flexible solution that can cater to your specific needs. However, it's essential to start from the beginning, designing the screens and pages within HubSpot. It's somewhat similar to building a website but generally more straightforward to use. You need to input the necessary information based on your specific requirements, and it's not limited to a predefined structure. The team initiates the process with what we term as solution design, but it's more appropriately labeled as enterprise design. This initial phase involves understanding the integration points with other systems and commencing the configuration process. It's essentially the starting point for our analysis. The analysis covers several aspects, including the language requirements, integration tools for interfacing with Java server solutions, and how to effectively use these tools. All these components must seamlessly complement each other. Once the team has everything in place and confirms the tools, they can proceed to elaborate on the specific requirements. The deployment timeline typically ranges from four to six months, specifically for straightforward or standard requirements. However, in the case of a large enterprise organization with numerous legal entities across different countries, each requiring unique interfaces for various purposes, the implementation duration is highly dependent on the specific requirements. It's not feasible to provide a fixed period for such a solution.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"We like the mail tickets on offer; it is something we love, and there are workflows that are working quite well, with multiple queues and resolution groups, and the solution has been stable."

"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."

"Freshservice's best feature is its user-friendliness."

"The workflow and the change management process are valuable."

"It is a stable solution. My company hasn't faced any problems with the solution."

"It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets."

More Freshservice pros

"Properly done, this software can be a great resource for your employees to stay engaged and connected to each other and to your organization."

"SAP JAM has lots of possibilities and my client is using it for very specific matters, like social collaboration."

"One notable feature is the "improvement training," which allows you to define groups, facilitate information sharing, enable participant rating, and establish rankings. This enables you to identify which participants are actively engaged and sharing information and which ones are less active."

"All employees, from the CEO to the warehouse personnel, have access to Jam and contribute to the news feeds and consume content."

"It connects to SAP C4C (Cloud for Customer) and is a very useful collaboration tool for the sales, services, and marketing teams."

Cons

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"While we're just starting with project management, I foresee some limitations with it two or three years down the line."

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

"Currently, we can have only one plan per subscription. All users have to be on the same plan."

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

"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."

More Freshservice cons

"I'm hopeful for more integrations with SAP JAM in the future."

"Sometimes it's a bit confusing with so many options."

"The user interface is still quite rigid."

"Both layout and branding could be improved."

"Built-in integrations with other SAP products could be better. We use a SAP HCM product as well, but synching data is a tremendous issue."

Pricing and Cost Advice

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

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

"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 solution has an annual licensing model."

"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."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"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."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

More Freshservice pricing and cost advice

"You need to pay for additional languages. It is somewhat expensive and the payment frequency can be annual or monthly, depending on the choice. There are no extra costs beyond the standard license and implementation fees."

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Top Industries

By visitors reading reviews

University

10%

Construction Company

Manufacturing Company

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

No data available

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

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Comparisons

ServiceNow vs Freshservice

Compared 13% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

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Compared 32% of the time

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Compared 13% of the time

Quip vs SAP Build Work Zone

Compared 11% of the time

Adobe Experience Manager vs SAP Build Work Zone

Compared 9% of the time

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Product Reports

Buyer's Guide

Freshservice

May 2026

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Buyer's Guide

Project Management Software

April 2026

Download SAP Build Work Zone product report

Also Known As

Flint

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Overview

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

SAP Jam provides a collaborative platform designed to enhance communication and streamline processes within organizations, offering tools to boost efficiency and facilitate knowledge sharing.

This comprehensive platform supports seamless collaboration, helping teams connect by integrating social networking capabilities and enterprise resource planning. Its features are tailored to meet the demands of fast-paced environments that value flexibility and connectivity.

What are the key features of SAP Jam?

Social Collaboration: Enhance team interactions with collaboration tools.
Content Management: Efficiently manage and share documents.
Integration Capabilities: Easily integrate with SAP and third-party applications.
Mobile Access: Work is accessible through mobile applications.
Analytics and Reporting: Gain insights with robust analytics tools.

What benefits and ROI should users consider?

Increased Productivity: Streamline work processes for higher output.
Enhanced Communication: Reduce silos with improved information flow.
Cost Efficiency: Decrease expenses associated with traditional communication tools.
Flexibility: Adapt to evolving business needs with versatile features.

SAP Jam is implemented in industries like healthcare and manufacturing, where real-time collaboration and efficient information dissemination are critical. In healthcare, it supports clinical teams with patient data sharing, while in manufacturing, it aids in aligning operations and supply chain management.

SAP

Sample Customers

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

INEOS Melamines GmbH, Medtronic, Schaidt Innovations GmbH & Co. KG, Plan International, Sailing Team Germany, Australian Department of Immigration and Border Protection, SHORE Solutions Inc., TranSystems Corporation, Day & Zimmerman, Serco Group, Harlequi

Buyer's Guide

Freshservice vs. SAP Build Work Zone

May 2026

Free Report: Freshservice vs. SAP Build Work Zone

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