Freshservice and Smartsheet both compete in enterprise solutions, primarily targeting ITSM and project management respectively. Freshservice holds an edge with ease of use, while Smartsheet stands out with its robust project management tools and flexibility.
Features: Freshservice offers incident management, asset management, and automation features, valued for easy integration and mobile compatibility. Smartsheet provides Gantt charts, dashboards, and collaboration tools, with strong integration and configuration capabilities for project management.
Room for Improvement: Freshservice could improve reporting, customizable workflows, and integration with Microsoft Outlook. Adding a unified inbox or chat feature could enhance user experience. Smartsheet needs better real-time collaboration, enhanced automation, and improved security controls. Additional Excel-like functionalities and better external tool integration are desired.
Ease of Deployment and Customer Service: Freshservice, operating in public cloud environments, is easy to deploy but has mixed feedback about customer service due to support responsiveness issues. Smartsheet offers hybrid cloud capabilities and straightforward deployment but has faced critiques on customer service responsiveness and technical support challenges.
Pricing and ROI: Freshservice provides competitive pricing in the ITSM market, with ROI from operational efficiency and license flexibility for scaling. Smartsheet offers user-based pricing, considered cost-effective for project management, but larger deployments can raise perceived costs.
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.
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.
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.
I have a novice understanding of Smartsheet, so I sought a solution more suited to repeatable projects and process-oriented governance.
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.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
We were looking for a tool that allowed for repeatable projects and process-oriented governance.
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."
Smartsheet is a dynamic platform with features like real-time data sharing, Gantt charts, and integration with Jira and Microsoft Teams, offering valuable tools for efficient task management.
Smartsheet combines Excel-like functionality with cloud accessibility, making it efficient for tracking, reporting, and workflow management. Users benefit from its scalability and robust security, making it ideal for enterprise-level projects. However, improvements in data visibility, real-time collaboration, and user-friendliness can enhance its utility. Customizable dashboards, project management features, and seamless integrations offer great flexibility, though there is a demand for better automation, API enhancements, and new templates.
What are Smartsheet's most important features?Smartsheet is utilized by organizations in industries like engineering, education, and IT for project management, task tracking, and data integration. It enables planning, scheduling, and team collaboration, facilitating dashboard creation and automation of processes. Its flexibility in customizing workflows is appealing to those managing projects and programs.
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