Freshservice vs Wrike comparison

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Freshservice

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Executive Summary

We performed a comparison between Freshservice and Wrike based on real PeerSpot user reviews.

Find out in this report how the two Project Management Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Freshservice vs. Wrike Report (Updated: October 2024).

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Freshservice vs. Wrike

October 2024

Helped 814,763 peers since 2012

Categories and Ranking

Freshservice

Ranking in Project Management Software

14th

Average Rating

8.0

Number of Reviews

Ranking in other categories

Help Desk Software (9th), Cloud Management (17th), IT Asset Management (9th), IT Service Management (ITSM) (7th)

Wrike

Ranking in Project Management Software

7th

Average Rating

8.6

Number of Reviews

Ranking in other categories

No ranking in other categories

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 Wrike is 5.5%, down from 8.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Project Management Software

Featured Reviews

Tim Guilder

Head of Production Technology at ITV

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.

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Awadhesh Singh

Project Manager at NebuFlow

Jul 2, 2024

Easy to tag people and has a form system to collect information but cannot work in multiple channels simultaneously

I use the tool as a project management tool to track project timelines and communicate with the team. I find Wrike's form system very valuable. I can share forms with my collaborators, and they can fill them out, providing me with the necessary information. Another useful feature is the…

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Quotes from Members

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

Pros

"We found the initial setup to be very simple."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"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."

"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."

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

"Ability to scan barcodes and a great search feature."

"The solution has been stable."

More Freshservice pros

"We can easily write down the tasks and reorganize them as well as have a progression index. Wrike offers several views including a kanban view and Gantt chart view."

"The product is intuitive. It is easy to learn and update. You can follow the project from the beginning till the end with the help of the solution. The tool helps to update the project in seconds."

"It's a very easy-to-use and flexible tool. We can easily write and create queues for different themes. It's very user-friendly."

"This is a good tool for project progress tracking and sharing tasks with internal and external parties."

"We utilize time tracking and reports most often."

"The solution is stable and reliable."

"Visibility and organization are the most valuable features of Wrike."

"The most valuable feature of Wrike is the tag functionality."

More Wrike pros

Cons

"The analytics could be better."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"Freshservice's technical support has issues with delays and translations."

"The round robin ticketing feature that they have is not ideal."

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

"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."

"A chat bot needs to be added to the portal."

"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."

More Freshservice cons

"The response from the website is a little bit slow, and the tool is too expensive for a small team."

"This solution could be improved if we were able to better analyze how the application consumes cloud resources as this can cause a delay in performance."

"Wrike needs to be more responsive to community requests for new features."

"It would be great if they could develop more reporting."

"We faced an issue with the Wrike outlook add-on; it is only available for Microsoft Office 365, and not the on-premise version."

"The product needs to send direct emails to customers updating the latest aspects since it is better to hear directly."

"We feel that the actual project reports and roll-ups could be a lot different. We are seeking something more for the dashboard. We would like a high-level dashboard that can be broken down into individual product roll-ups and tasks that are assigned. If you assign someone to a task, it assigns them all of the tasks under that. We want to be able to break those down so that a person doesn't have an 800 task list, for example. We want more separation with that and a higher-level dashboard experience."

"There are several areas where Wrike could improve. First, it doesn't allow accessing multiple channels simultaneously, which would be useful. Transferring data from one project to another is also difficult. It would be easier to work on parallel tasks across different projects. I've noticed others facing similar issues when I check the chat on their website."

More Wrike cons

Pricing and Cost Advice

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"We're basically paying about $100 USD per agent per month."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"The price of Freshservice could improve, it is expensive."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"The pricing is reasonable."

More Freshservice pricing and cost advice

"From a pricing perspective, I would rate Wrike a four out of five."

"Wrike is very expensive, and its price is almost $1,400."

"Wrike is not so expensive, but I don't know exactly how it compares with other tools. Wrike might not be so cheap when we are using it for a lot of users."

"Wrike is expensive."

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814,763 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

26%

Manufacturing Company

Government

Financial Services Firm

Educational Organization

85%

University

Computer Software Company

Financial Services Firm

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 Wrike?

The most valuable feature of Wrike is the tag functionality.

What needs improvement with Wrike?

There are several areas where Wrike could improve. First, it doesn't allow accessing multiple channels simultaneously, which would be useful. Transferring data from one project to another is also d...

What is your primary use case for Wrike?

I use the tool as a project management tool to track project timelines and communicate with the team.

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Compared 12% of the time

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Product Reports

Download Freshservice product report

Freshservice

November 2024

Download Wrike product report

October 2024

Also Known As

Flint

No data available

Learn More

Freshworks

Overview

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:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

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."

Wrike is an online collaboration and project management software bringing together centralized task management and social collaboration features into one real-time workspace. It connects tasks, discussions, and emails to your actual project plan. You get an up-to-date picture of the project and can keep your team aligned with your strategy without boring status meetings. Challenges Wrike helps solve:

Data silos: Tasks, discussions and documents scattered across email, Skype, personal computers and spreadsheets
Poor visibility into work status
Missed deadlines and project failures

Main benefits:

Accelerating project delivery by using a platform your team will actually use and love
Keeping all team members on the same page even across borders without lengthy status meetings, long email threads and spreadsheet updates
Big picture of project progress with real-time updates and cross-project reports and newsfeed
Real-time team collaboration with discussions, files attached to tasks, and a built-in document editor

Why Wrike?

Wrike is a system your team will use. It helps them do their work, not just track it.
Wrike can be easily customized to your needs as each team can set up their own workflow.
Wrike scales as you grow, providing visibility and ease of use for teams of any size.

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Down Association, Clever Clicks, Sevenly, Palatov Motorsport, LLC, Koch Ink, Opportunity To Do, Quark Software Inc., Transamerican Auto Parts, PlumChoiceÂ, Inc., InScribe, Evisions, Giant Steps, TechRepublic