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."There is a nice user interface."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"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."
"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."
"The overall functionality of the product is excellent."
"I do 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."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The tool creates shareable dashboards. These dashboards allow us to display project deliverables' status, their position in the queue, expected delivery timelines, and more. The best part is that these dashboards can be shared with our clients without a license."
"It is a stable and scalable solution."
"The solution has subtasks and a rollup."
"The most valuable features of Smartsheet are its collaboration tools, the ability to centralize and prioritize projects, and robust reporting capabilities."
"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."
"The most valuable feature of Smartsheet is its intuitiveness, ease of use, and overall simplicity."
"Enables coordination and sharing of information that is relatively inexpensive."
"The product is easy to use."
"Freshservice could improve the integration with Microsoft Outlook."
"We'd like better integration with other products."
"The chat portal is not that great."
"I am not too happy with the page layout or screen layout since it always looks messy."
"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."
"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."
"A chat bot needs to be added to the portal."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"They provide a limited number of sheets which is not enough."
"They should improve the solution's integration with API."
"Smartsheet's export and print functions could be more seamless. Once I create the plan in Smartsheet, I need to import it into my corporate web presentations. This isn't always smooth. I have to save it in PDF format, then cut an image from the PDF version."
"Maybe the solution could be a little bit more flexible."
"I think it is all going to be about APIs in the future and I don't think Smartsheet is doing a lot in that regard. They have some integrations with Jira, but you have to pay for them."
"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."
"Smartsheet could be improved to be a ticketing system. It would be nice to have a system to do everything."
"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."
Freshservice is ranked 10th in Project Management Software with 29 reviews while Smartsheet is ranked 4th in Project Management Software with 33 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, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Smartsheet is most compared with Microsoft Project, ServiceNow Strategic Portfolio Management, Spreadsheet.com, Adobe Workfront and monday.com. See our Freshservice vs. Smartsheet report.
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