Freshservice and Zoho Projects compete in IT service management and project management. Freshservice has an edge in IT service integration with its robust feature set, while Zoho Projects excels in project management with its affordability and integration capabilities.
Features: Freshservice is notable for ease of use, incident management, and workflow automation. It offers comprehensive asset management and ITIL compliance for centralized IT service management. Zoho Projects stands out with Gantt charts, time tracking, and seamless integration with other Zoho applications, delivering a user-friendly and customizable project management experience.
Room for Improvement: Freshservice could enhance customization in reporting and asset management, improve search functionality, and offer better Microsoft product integration. Zoho Projects needs a simpler user interface, stronger real-time collaboration, better integration with external tools, improved mobile app functionality, and more robust automation features.
Ease of Deployment and Customer Service: Freshservice and Zoho Projects both support flexible deployment options in public and private clouds. Freshservice's technical support is reactive with mixed feedback, sometimes handling complex issues less effectively. Zoho Projects receives positive feedback for its reliable and responsive service, though there's still room for improvement.
Pricing and ROI: Freshservice provides competitive pricing based on features and agent numbers. Although seen as costly in some global markets, it ensures positive ROI through asset management efficiency. Zoho Projects is praised for its affordability, offering extensive project management features that provide immediate ROI through ease of deployment.
It has helped me streamline processes by using my SOPs and Zoho for improvement.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
They are just a chat away, and there is typically a dedicated person or two handling my account.
Freshservice is easy to use for scalability.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
Changes sometimes don't reflect.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
Providing small bite-sized instructional videos, like how to create a bug, and customizable help icons would be beneficial.
Managing multiple projects in the project presents challenges.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
Initially, it was an affordable option for early adopters, but the price has risen four to five times.
Zoho Projects is considered cheap compared to Google and Microsoft services.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Its integration with Zoho Docs and features like creating a Wiki and the ability to co-author documents without performance constraints are valuable.
The collaboration tools within Zoho Projects are good.
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:
Freshservice Benefits
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."
Zoho Projects is an online project management software that helps you run your business with ease. It stands as a comprehensive solution to your day-to-day problems in project management and adds value to your business by leaps and bounds.
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