We performed a comparison between Freshservice and Smartsheet 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."The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"Ability to scan barcodes and a great search feature."
"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."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"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."
"You can just register and within five to minute minutes, you are ready to go."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The ability to build a quick dashboard and give management insight into the progress of the project itself is probably one of the most beneficial pieces."
"I like that Smartsheet integrates Excel with a cloud-based project management software."
"The product is easy to use."
"The most valuable feature of Smartsheet is its intuitiveness, ease of use, and overall simplicity."
"Smartsheet is a really good tool for collaboration."
"It is my favorite project management tool. The reason for that is that it is very flexible. It is much easier to use than Microsoft Project in terms of creating custom fields. It is very similar to Excel. So, people understand it, which makes it a little bit easier to use for most users."
"It's very user friendly."
"For doing project plans what was really valuable is the ability to do a predecessor."
"The chat portal is not that great."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The round robin ticketing feature that they have is not ideal."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"A chat bot needs to be added to the portal."
"Lacks the ability to edit attachments within the solution."
"I'd like to see them add more features to their automation."
"Asana has a modern look and feel, particularly its agile project management interface featuring movable cards between columns."
"I would like if Smartsheet allowed more formulas in its sheets. I don't think working with formulas is as intuitive as it is in Excel. I use Vlookups and index matches in some of my sheets, and I had to find an outside consultant to help me build out those formulas."
"An area for improvement in Smartsheet is that if you're in the government or you're a regulated customer, you're not allowed to use APIs due to internal restrictions, so there are specific things that you cannot connect to it. Another area for improvement in the solution is that because there's a capacity of how many records you can have, and there's a capacity of how many functions you can apply, Smartsheet has set up their system where they can force people into purchasing a $20,000 additional module that is called Control Center, that will create documents for them on the fly, so they don't use so many functions and automation. Smartsheet also needs to improve on training, because the training that is out there is very little. The solution requires a steeper learning curve. You have to do your own training and you have to work on your own solution."
"The system can become more challenging to use in more complex scenarios, requiring additional add-ons that can be quite costly."
"It already has a really powerful Export to Excel feature, but it can have an Excel add-on. The way to set up single sign-on wasn't too easy in the beginning, and it was hard to get hold of customer service. They should make it easier to set up SSO. Smartsheet's customer service also definitely needs to be improved."
"The solution should include integrations with other platforms or software."
Freshservice is ranked 10th in Project Management Software with 29 reviews while Smartsheet is ranked 4th in Project Management Software with 34 reviews. Freshservice is rated 8.0, while Smartsheet is rated 8.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Smartsheet writes "Has customization, data pulling, and cross-functional global communication features; it's a secure solution". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Smartsheet is most compared with Microsoft Project, ServiceNow Strategic Portfolio Management, Spreadsheet.com, Adobe Workfront and Planisware. See our Freshservice vs. Smartsheet report.
See our list of best Project Management Software vendors.
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.
