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Freshservice vs Planview PPM Pro 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
6.6
Freshservice delivers ROI through effective ticketing and asset management, improving efficiency and satisfaction despite cost concerns and measurement challenges.
Sentiment score
7.3
Organizations report significant financial gains and improved project management efficiency with Planview PPM Pro, despite ongoing optimization efforts.
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Security Engineer (SOC) at a tech services company with 51-200 employees
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
Technical support manager at a tech vendor with 201-500 employees
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
Systems Engineer at a consultancy with 51-200 employees
 

Customer Service

Sentiment score
6.8
Freshservice support is fast and helpful, but some users face communication challenges, particularly with complex issues and translations.
Sentiment score
7.3
Planview PPM Pro's customer service is generally helpful, but experiences vary with responsiveness, offshore support, and complex issue resolution.
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
IT Service Delivery Manager at Symposiam
However, they have improved over the period of two years.
IT & Operations Manager at a financial services firm with 51-200 employees
Their documentation is also good, making setup easy without needing frequent support requests.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Scalability Issues

Sentiment score
7.2
Freshservice scales well with flexible licensing but has customization limits in large setups, supporting multiple departments effectively.
Sentiment score
7.0
Planview PPM Pro offers scalability, effective mostly for SMEs, but faces challenges with large organizations and real-time global usage.
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
Security Engineer (SOC) at a tech services company with 51-200 employees
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
IT Service Delivery Manager at Symposiam
Freshservice is easy to use for scalability.
IT manager at a comms service provider with 1,001-5,000 employees
 

Stability Issues

Sentiment score
8.2
Freshservice is stable, reliable, with minor third-party integration and data import issues, excelling in high ticket volumes.
Sentiment score
7.7
Planview PPM Pro is stable but faces occasional update disruptions, with most users praising its reliability and customer support.
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Security Engineer (SOC) at a tech services company with 51-200 employees
Freshservice is quite stable as they host it on AWS.
IT & Operations Manager at a financial services firm with 51-200 employees
Freshservice provides a stable environment for our needs.
IT manager at a comms service provider with 1,001-5,000 employees
 

Room For Improvement

Freshservice requires improved reporting, project management, automation, integrations, user support, and customization for larger organizations.
Planview PPM Pro requires improvements in reporting, integration, interface, resource management, and lacks efficient "What If" planning capabilities.
There's limited experience with the CMDB or asset management features.
IT Technician at a retailer with 1,001-5,000 employees
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
IT & Operations Manager at a financial services firm with 51-200 employees
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Setup Cost

Freshservice offers transparent, flexible pricing that is often more cost-effective than competitors, appealing to various organizational needs.
Planview PPM Pro's flexible licensing offers value for large organizations, though costs can be high for smaller entities.
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
IT Service Delivery Manager at Symposiam
The solution offers flat licensing and appears to be cost-effective.
IT Technician at a retailer with 1,001-5,000 employees
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
Technical support manager at a tech vendor with 201-500 employees
 

Valuable Features

Freshservice streamlines IT operations with automated ticket management, self-service tools, integrations, and analytics, enhancing productivity and efficiency.
Planview PPM Pro excels in reporting, customization, integration, and resource management, enhancing visibility, planning, and decision-making capabilities.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
IT Technician at a retailer with 1,001-5,000 employees
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
IT manager at a comms service provider with 1,001-5,000 employees
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
IT Service Delivery Manager at Symposiam
 

Categories and Ranking

Freshservice
Ranking in Project Management Software
9th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
39
Ranking in other categories
Help Desk Software (5th), Cloud Management (12th), IT Asset Management (5th), IT Service Management (ITSM) (5th), AI IT Support (5th)
Planview PPM Pro
Ranking in Project Management Software
16th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
32
Ranking in other categories
Project Portfolio Management (8th)
 

Mindshare comparison

As of January 2026, in the Project Management Software category, the mindshare of Freshservice is 0.8%, down from 2.1% compared to the previous year. The mindshare of Planview PPM Pro is 1.2%, down from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Project Management Software Market Share Distribution
ProductMarket Share (%)
Freshservice0.8%
Planview PPM Pro1.2%
Other98.0%
Project Management Software
 

Featured Reviews

RF
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.
VR
Project Manager at Taco Cabana, Inc.
Provides good visibility and clearly shows priorities; entering tasks needs an upgrade
The solution is valuable because it gives our executives a high level of understanding of what's going on. I like the portfolio aspect that shows all the projects and the budget and you can see the priorities and whether the project is on track or not. It has good visibility.
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Top Industries

By visitors reading reviews
Manufacturing Company
9%
Educational Organization
8%
University
8%
Computer Software Company
8%
Financial Services Firm
11%
Manufacturing Company
11%
Computer Software Company
9%
Healthcare Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise14
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise6
Large Enterprise24
 

Questions from the Community

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?
Regarding cost savings, switching from previous ITSM tools has led to a 50% reduction in licensing costs, flexibility to scale for different business areas, which included service catalog items, ag...
What needs improvement with Freshservice?
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 wo...
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Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
The Weather Channel, corcs, Crayola, Scan Health Plan, Vermont, Bank of the West, North West Company, University of Southern Mississippi, Jeffries, Purdue University, Chesterfield County Virginia, City of Memphis
Find out what your peers are saying about Freshservice vs. Planview PPM Pro and other solutions. Updated: December 2025.
880,901 professionals have used our research since 2012.