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Asana vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

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

ROI

Sentiment score
7.0
Asana boosts productivity and efficiency, offering indirect financial benefits through improved task management and accessible information for increased billable hours.
Sentiment score
6.4
Freshservice offers significant ROI benefits with improved efficiency, though costs and user management are concerns for some regions.
 

Customer Service

Sentiment score
5.7
Asana’s customer service is responsive and effective, but community support lacks strength, leading to varied user experiences.
Sentiment score
6.4
Freshservice support is responsive and professional, but users note occasional navigation issues and delays in problem resolution.
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.
 

Scalability Issues

Sentiment score
7.0
Asana is scalable for small to medium teams, but costs and scalability ratings vary with larger enterprises facing challenges.
Sentiment score
7.2
Freshservice offers scalable, cloud-based IT solutions with flexible licensing, though customization may be limited for larger enterprises.
Freshservice is easy to use for scalability.
 

Stability Issues

Sentiment score
8.2
Asana is highly regarded for its stability, reliable performance, and effective communication during occasional maintenance, earning high user ratings.
Sentiment score
8.1
Freshservice is stable and reliable, with minor glitches addressed efficiently, ensuring robust performance and high user satisfaction.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
 

Room For Improvement

Freshservice faces issues with reporting, project management, customization, integration, asset management, support features, and performance for large users.
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.
 

Setup Cost

Asana offers reasonable pricing with a free version, but some users find limitations and potential extra costs challenging.
Freshservice provides transparent, flexible pricing options praised for competitiveness, though considered expensive by some, ideal for various enterprise solutions.
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.
 

Valuable Features

Freshservice offers incident management, automation, asset management, customization, scalability, ITIL compliance, with user engagement via Freshchat and APIs.
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.
 

Categories and Ranking

Asana
Ranking in Project Management Software
4th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
46
Ranking in other categories
No ranking in other categories
Freshservice
Ranking in Project Management Software
11th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Help Desk Software (7th), Cloud Management (15th), IT Asset Management (7th), IT Service Management (ITSM) (5th)
 

Mindshare comparison

As of December 2024, in the Project Management Software category, the mindshare of Asana is 8.0%, down from 11.8% compared to the previous year. The mindshare of Freshservice is 2.2%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Project Management Software
 

Featured Reviews

Ian Herzing - PeerSpot reviewer
Stands out with portfolios, easy setup, and real-time information, but needs big improvement when it comes to workflows, automation, and dashboards
Their workflows and automation could use a big improvement. I don't even know if they have anything in that regard right now. I would really love to see a way where you can send custom alerts based on a task's completion or status change or an approval coming through. I would love to see a way to get some low-code functionality into Asana because right now, that is a big miss. On top of that, their dashboards are incredibly lacking. The way the widgets connect to the projects, they don't pull the data in the way that I really want them to. When I build a dashboard in Asana versus Smartsheet, I can't pull in data via a custom text field in Asana, but in Smartsheet, I can. That's a huge advantage because sometimes, you just want to report on really niche tasks or a launch date in a specific project or a collection of projects, and Smartsheet's dashboard features will let you do that, but Asana won't. So, their dashboards are lacking, and the workflows are pretty below where the market is right now. I would love to see a complete revamp of how they do dashboards right now. Dashboards are really poor. They don't display information well, and they don't look good. They don't pull in data in an advanced search kind of way. They are very simplistic. If you're a traditional project manager and you're PMP certified and you understand project management, you're going to be very frustrated with Asana's dashboards because they do not speak the language of project management. That's because of the way they are set up. So, I would like to see that completely revamped. It's just not an industry standard.
Tim Guilder - PeerSpot reviewer
Provides excellent traceability along with improved efficiency and reliability
It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.
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Top Industries

By visitors reading reviews
Educational Organization
58%
Computer Software Company
6%
Financial Services Firm
4%
Manufacturing Company
3%
Computer Software Company
26%
Manufacturing Company
7%
Financial Services Firm
6%
Retailer
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Asana?
The solution's user interface is very good.
What is your experience regarding pricing and costs for Asana?
Asana is overpriced based on its offering. On a personal level, I would not recommend it to myself. Due to its cost, I wouldn't select Asana if I were to buy a single license for managing my projects.
What needs improvement with Asana?
There is room for improvement in integrating Asana with different technology vendors. The reporting and exportation of project results need enhancement. The interface has drawbacks, such as the req...
What do you like most about Freshservice?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.
 

Comparisons

 

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Sample Customers

Uber, Vodaphone, NASA, Spotify, Lyft, Baggu, Udacity, Patreon, Flipboard, Dropbox, Intel, Samsung, Airbnb, SFMoma, Hubspot, Trivago
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about Asana vs. Freshservice and other solutions. Updated: December 2024.
824,053 professionals have used our research since 2012.