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."It is a stable solution. My company hasn't faced any problems with the solution."
"The overall functionality of the product is excellent."
"Freshservice's best feature is its user-friendliness."
"The solution has been stable."
"Ability to scan barcodes and a great search feature."
"The solution’s timely automated triggers increase our IT team’s productivity."
"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."
"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."
"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."
"Smartsheet offers more than Project because it's similar to a table-based, database-type system. It's like a hybrid between Excel and project software. We were able to enter the formulas and do much of the automation. We added budgets to it and linked them to a vendor page. Smartsheet let us integrate the budget into the project seamlessly. With Project, we needed to open up Excel."
"To me, one of the most powerful features of Smartsheet is being able to email others."
"It is a stable and scalable solution."
"Smartsheet is a really good tool for collaboration."
"For doing project plans what was really valuable is the ability to do a predecessor."
"The most valuable features of Smartsheet are its collaboration tools, the ability to centralize and prioritize projects, and robust reporting capabilities."
"The fact that you can have different access groups is definitely a pro for Smartsheet. It also has the ability to integrate with a lot of tools."
"Freshservice could improve the delegation and workflow management features."
"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 chat portal is not that great."
"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."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"We'd like better integration with other products."
"Freshservice could improve the integration with Microsoft Outlook."
"The analytics could be better."
"They should improve the solution's integration with API."
"Smartsheet could improve the UI and integrations. Some of Smartsheet's competitors have more than 2,000 integrations while Smartsheet only has approximately 40 integration applications."
"Smartsheet should continue to expand the spreadsheet-type functionality because it's limited currently. Most business users are familiar with Excel and Office, so Smartsheet should adopt a similar way of navigating the program."
"You were forced to create a new tab rather than add another sheet."
"The system can become more challenging to use in more complex scenarios, requiring additional add-ons that can be quite costly."
"There are some pain points for me. Other people use it a little differently, but I would like to be able to do a little more with it. I would like database functionality with it wherein if I bring in several Excel spreadsheets of data and load them into Smartsheets, I should be able to make a correlation between an index field and run a report against those two. I can do it, but it's a little clunky. So, I need a little more experience to feel comfortable doing that."
"The solution should include integrations with other platforms or software."
"Areas for improvement in Smartsheet include better integration capabilities with other technologies through APIs and addressing limitations in reporting functionalities."
Freshservice is ranked 9th in Project Management Software with 29 reviews while Smartsheet is ranked 5th 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.
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