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Freshservice vs Planview PPM Pro comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Freshservice
Ranking in Project Management Software
14th
Average Rating
8.0
Number of Reviews
32
Ranking in other categories
Help Desk Software (9th), Cloud Management (17th), IT Asset Management (9th), IT Service Management (ITSM) (7th)
Planview PPM Pro
Ranking in Project Management Software
16th
Average Rating
7.8
Number of Reviews
34
Ranking in other categories
Project Portfolio Management (7th)
 

Mindshare comparison

As of November 2024, in the Project Management Software category, the mindshare of Freshservice is 2.1%, up from 1.4% compared to the previous year. The mindshare of Planview PPM Pro is 3.4%, up from 2.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Project Management Software
 

Featured Reviews

Tim Guilder - PeerSpot reviewer
Sep 20, 2022
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.
Prateek Agarwal - PeerSpot reviewer
Apr 10, 2022
Notifications of approaching project deadlines help us plan and also avoid delays
Scenario planning is the most important feature. You can easily align strategic management and the portfolios within your organization. It helps you visualize all your strategic plans and the KPIs. It provides that information on a unified dashboard, in which you can track all your resources and the portfolios. It helps senior stakeholders and executives with clear reporting about project intake and demands, in real time. It also has some built-in, reusable templates and you can modify them according to your requirements. You can also create templates and workflows from scratch, so that you can plan things accordingly. The team collaboration is nice compared to other tools. You just add your team members, provide them access and, according to the user's level, they are able to use the application. For example, when we create a new project, we create work streams, timelines, and the sub-tasks. Then we have to think about how many team members are required—the skills of the developers, testers, QA teams, consultants, and marketing. We add those team members to that project and provide them access to their tasks so that we can track their progress in the real time. That really helps us. We might have 35 to 40 team members in different locations using this product simultaneously. In addition, the task management features are useful when you have timelines for project completion and for progress. It shows you any gaps or timelines that you have breached. Task management is very useful, and that would be true in any project management tool. Another helpful feature, because we define timelines in the grant chart for each project, is the time tracking. It is very crucial for us to complete a project on time and meet the deadlines for our clients. The way PPM Pro tackles these is great. It provides a notification to us when a timeline or a sub-task within it is approaching the deadline. Integration with PPM Pro is fine. It provides APIs and the integration mechanism for third-party tools and applications, like Microsoft Office and Microsoft Project. We have only integrated it with Microsoft Excel because we generally capture the requirements and the timelines offline. Because the solution doesn't work offline, in situations where the internet is not available, or we are on-the-go with a client, we capture the requirements in Excel. The integration means we get the data from Excel into PPM Pro.

Quotes from Members

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

Pros

"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."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"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 of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"It's very handy and very easy to use."
"There is a nice user interface."
"The overall functionality of the product is excellent."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"It has helped us make good decisions in terms of what projects to take or how to prioritize projects when we have multiple directors from the business or product. It has definitely helped us prioritize and work on our critical things."
"It is certainly the resource management feature that is most valuable for us. It is the supply and demand. Like most companies, one of the hardest nuts to crack is understanding where your people are and getting them to do the right thing at the right time. So, certainly, out of all the functionality, this has been the saving grace for us because it now provides us with the insight to do future planning and stop taking on more work than we are physically capable of doing as a company."
"PPM Pro has improved my organization through standardization. The big thing for us is that we came from a very immature state of play. Everyone had their own risk and issue management capabilities and their own different impacts for risks. We've been able to standardize that within the program delivery arena. That for us has been a major thing. We're all speaking the same language about the same things and using the same metrics in order to capture statuses."
"Has good visibility."
"The most valuable feature of this solution is that my team can use one tool that's reliable, scalable, and provides the leadership team visibility to what's going on."
"I've worked at many different companies, and the customer service and the support from Daptiv are unlike anything I've encountered before. They far excel any other company I've worked with. I always say to people that Daptiv is like a sub-department in your company. You don't realize they're a vendor. It feels like you're working with somebody who is part of your own company."
"Time tracking, portfolio management reporting, and what-if analysis create visibility into project planning, resource capacity, and demand planning."
"I liked the dashboards because I need to report out on tasks completed in the last two weeks, tasks scheduled for the next two weeks, what the risks and health are. What I've been able to do is create reports based on that and then put those reports into a dashboard. The old reporting was clunky, but the beta reports got better. But then I couldn't add the beta reports to the dashboards so now they released the new beta dashboards and it works great. It does everything I need to do."
 

Cons

"Not integrated with Google."
"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."
"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."
"I am not too happy with the page layout or screen layout since it always looks messy."
"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"We'd like better integration with other products."
"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."
"The agile functionality can be improved. The tool was definitely built around the waterfall PMBOK PRINCE2 methodology, and although there are great functions within the tool for agile, it is often compared to dedicated tools like LeanKit or Jira. At the moment, the only integration we would have is to Jira itself, not to another Planview product. I believe that's coming in 2022 at some point."
"One thing in particular I'd suggest is that we used the fast track service to implement PPM Pro. While it had a lot of value to it, people may be expecting a different experience. An experience where maybe an entourage of consultants come onsite to help you do the implementation, as opposed to working over the phone with just one resource. This might be an option to offer later down the road where there are complex implementations."
"Entering day-to-day tasks is a tedious process."
"We don't use their existing dashboard functionality. Hopefully, with the new reporting release that is coming out in November, we will be able to evaluate as to how we can leverage that. What I hear, "Everyone has either a Tableau or something else because Planview doesn't provide a dashboard." We should not need to use another tool. Planview has the data, so it should be able to give us what we want. This would also reduce costs since we are paying licenses for those tools too."
"Integrations need improvement. We have the ability now with the FLEX licensing to take advantage of the different applications. But if you want them integrated there's a really large cost associated with that. The integration should be included in the cost per license. We shouldn't have to pay these really high fees to get the systems to talk together."
"The downside to the way the solution tracks time is if your project manager doesn't add you to the project, you won't see it on your timesheet, even if you did do work."
"The biggest things are the status notes and internal notes. They have made some great improvements these past couple of weeks, but they are still lacking a bit. There are still a little kludgy. It just needs to be a bit more straightforward with notes, copying and pasting. They've made huge improvements, but it still could do some work. E.g., for some reason, the formatting is still looking a little bit weird on selecting different fonts."
"Reporting and dashboards need improvement. They've got the new beta coming out now and I've been playing around with that in our sandbox environment."
 

Pricing and Cost Advice

"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."
"Our licensing fee for Freshservice is $2,500 a year."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."
"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."
"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."
"The solution may be around 20,000 euros 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."
"Because we have PPM Pro with Project place, we transitioned to the Flex model."
"Pricing was fair and I thought it was comparable to the other ones that we looked at. Other than ServiceNow, it was the most expensive, but we knew we were going to get a lot of value for that, so we went with it. We paid $40,000 for the implementation and for the workshops."
"The cost was in line."
"We have their Flex plan."
"Bulk volume discounts are a little better. Right now we have to buy in lots of 20 at $200 a license. That's a little steep. For example, with Service Now, I pay $48 a seat for a license."
"The licensing model is simple. Planview has plans at different levels, so you can pick one according to your budget and user base. They also have customized plans."
"My advice is to pay attention to integration opportunities to reduce your licensing cost with Planview. There are additional costs for consulting services and advanced customer support."
"They could improve on the pricing. They are charging $25 to $30 per user per month. It varies according to the access a user has, such as admin, developer, contributor, or owner."
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Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
8%
Government
6%
Financial Services Firm
6%
Financial Services Firm
13%
Computer Software Company
12%
Manufacturing Company
11%
Healthcare Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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?
We're on the pro model and the pro license. It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three opt...
What needs improvement with Freshservice?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests. So, there are a few areas ...
What do you like most about Planview PPM Pro?
The product's deployment is straightforward.
What is your experience regarding pricing and costs for Planview PPM Pro?
Licensing costs are competitive enough. The price is reasonable given that the solution is geared towards large companies.
What needs improvement with Planview PPM Pro?
The product feels like a toy. The tool needs to improve its roadmap. It needs to improve things on a project management level which includes communication as well.
 

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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: October 2024.
814,763 professionals have used our research since 2012.