Freshservice and Trello compete in the IT service management and project management categories. Freshservice holds an advantage with its comprehensive suite of ITSM tools that better fit traditional IT settings, while Trello excels in simplicity and team collaboration.
Features: Freshservice includes incident management, workflow automation, and asset tracking with mobile app interactions. It integrates seamlessly with other systems. Trello uses visual task management with Kanban boards, supports project tracking, and online collaboration, enhanced by strong integration capabilities.
Room for Improvement: Freshservice could improve customization, Microsoft Outlook integration, and reporting. Trello would benefit from advanced task dependencies, enhanced analytics, and automation improvements. Freshservice users wish for more customizable workflows, while Trello's straightforward design limits complex project functionality.
Ease of Deployment and Customer Service: Freshservice offers rapid deployment via public cloud, though experiences with support vary. Trello provides deployment flexibility across different cloud models and receives positive customer service reviews. Freshservice's deployment process is swift, while Trello's cloud options cater to diverse workflows.
Pricing and ROI: Freshservice employs a tiered licensing model, optimal for dedicated IT environments but may seem costly for additional features. Trello's free version and scalable pricing suit budget-minded teams. Freshservice improves operational efficiency and visibility, whereas Trello's ROI lies in its free, basic collaboration tools.
Sometimes we can have a back-and-forth conversation in the comments, which helps minimize some meetings.
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.
More control over email notifications would also be helpful.
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.
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.
The ability to tag different team members in both the description and the comments, and the due dates feature are handy.
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."
Trello is the visual collaboration tool that creates a shared perspective on any project. Trello’s boards, lists and cards enable you to organize and prioritize your personal and work life in a fun, flexible and rewarding way.
We monitor all Project Management Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
