We performed a comparison between Freshservice and Planview PPM Pro 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."We found the initial setup to be very simple."
"Freshservice's best feature is its user-friendliness."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"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."
"There is a nice user interface."
"It allowed the development team to concentrate on the client’s requirements instead."
"The solution has been stable."
"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."
"It is flexible, because so far we haven't been able to figure out anything that it cannot do. It's highly configurable. We've added custom field design screens to fit our needs, develop reports, and dashboards that give us the ability to deliver much better information, especially to senior IT management."
"Time tracking, portfolio management reporting, and what-if analysis create visibility into project planning, resource capacity, and demand planning."
"The status reporting is the most valuable feature as it's easy to use; it's simple for project managers to enter their information, and the reporting features are very flexible."
"The product's deployment is straightforward."
"The Warm screen, even though we're not going to the deep levels and deep details of all the projects and trying to assign resources at the lowest level, it gives us a quick visual of what resources are being worked on, what projects, and on what activities they're working on. At least at a very high level, because we're not using all the assignment components to the fullest detail, but at least with what Planview gives us as a tool and how we're leveraging it, it gives us that quick view of who's working on what project and who's booking time to what project at any given time or any given a week."
"Daptiv is a project management tool, so it's pretty straightforward. The ability to manage projects and programs has been beneficial for us."
"PPM Pro absolutely enables us to create reusable project templates that reflect our project management lifecycle. We had a good customer session on this, where a team utilizes portfolio management and project management of the tool very intensively. We follow all of the templates but having said that, we have so many divisions and we have so many users and project managers utilizing the tools. They have a different bunch of templates. We're not just following one or two templates. We have a number of templates that the teams are using."
"Freshservice's technical support has issues with delays and translations."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"Their analytics need improvement."
"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."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"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."
"Additional Agile capabilities, including integration with the Agile development app, would be welcome features."
"It takes more time than it should to create a new project because we can't bulk edit things very easily. That is definitely an area that has room for improvement."
"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."
"Training documentation improvement is required because there are some high-level words in that material, terms that a non-technical person is unable to understand."
"The reporting has room for improvement. I know it's all in the revamping all the time with it, but there are things that I know my PMOs don't like. For instance, they want a pie chart and I think it's a bug in the system. I've been working with somebody on it, but then she thought it was because they were trying to look at negative values, which a pie chart doesn't do, but little things like that quite haven't gotten to what we need as far as reporting, but I think it's on the roadmap."
"I would like to see integration with third-party applications, like the JIRA, Microsoft Project, and financial applications."
"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."
"Reporting and dashboards need improvement. I know they're doing a major revamp of that. We're really looking forward to that because that's something that is really being requested by our customers to give them better visibility, reporting, and dashboards that are easier to understand."
Freshservice is ranked 10th in Project Management Software with 29 reviews while Planview PPM Pro is ranked 15th in Project Management Software with 34 reviews. Freshservice is rated 8.0, while Planview PPM Pro is rated 7.8. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Planview PPM Pro writes "Attentive customer service". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Planview PPM Pro is most compared with Planview AdaptiveWork, ServiceNow Strategic Portfolio Management, Planview Portfolios, Planisware and Microsoft Project. See our Freshservice vs. Planview PPM Pro report.
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