We performed a comparison between Freshservice and Smartsheet 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."The solution is very responsive with a 97% success rate in funneling customer tickets."
"The solution’s timely automated triggers increase our IT team’s productivity."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Depending on the size of your organization, is pretty standard and useful."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"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."
"You can just register and within five to minute minutes, you are ready to go."
"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."
"The product is easy to use."
"Smartsheet offers more than Project because it's similar to a table-based, database-type system. It's like a hybrid between Excel and project software. We were able to enter the formulas and do much of the automation. We added budgets to it and linked them to a vendor page. Smartsheet let us integrate the budget into the project seamlessly. With Project, we needed to open up Excel."
"The dashboard feature is the most valuable aspect of the solution."
"The most valuable feature of Smartsheet is it can be highly customized."
"It operates as an enhanced and versatile version of Excel, offering a wide range of capabilities that allow you to accomplish various tasks and operations."
"Enables coordination and sharing of information that is relatively inexpensive."
"Smartsheet is easy to use."
"The tool creates shareable dashboards. These dashboards allow us to display project deliverables' status, their position in the queue, expected delivery timelines, and more. The best part is that these dashboards can be shared with our clients without a license."
"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."
"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."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Their analytics need improvement."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"We'd like better integration with other products."
"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."
"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."
"Smartsheet could be improved to be a ticketing system. It would be nice to have a system to do everything."
"The integration with Microsoft products should be improved."
"I think that the mobile interface needs to be improved. If you cannot access it through your laptop, I'd prefer to have that option on the mobile, but I don't think that it's user-friendly and easy to navigate."
"I think it is all going to be about APIs in the future and I don't think Smartsheet is doing a lot in that regard. They have some integrations with Jira, but you have to pay for them."
"With a large quantity of data, the solution lags a bit."
"The product must include more modules for project management."
"A room for improvement I found in Smartsheet is the view, as it's currently row-wise. I should have the opportunity to view a full scale, top down list instead of just a column driven list. I shouldn't have to go just left or right. I should be able to view it top down."
"If there was some way to store more complex files in the system, or if there was a back-end structure where you could store files, that would be ideal."
Freshservice is ranked 10th in Project Management Software with 29 reviews while Smartsheet is ranked 4th in Project Management Software with 33 reviews. Freshservice is rated 8.0, while Smartsheet is rated 8.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Smartsheet writes "Has customization, data pulling, and cross-functional global communication features; it's a secure solution". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Smartsheet is most compared with Microsoft Project, ServiceNow Strategic Portfolio Management, Spreadsheet.com, Adobe Workfront and monday.com. See our Freshservice vs. Smartsheet report.
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