Freshservice vs Wrike comparison

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664 views|490 comparisons
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4,367 views|3,191 comparisons
Comparison Buyer's Guide
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: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.""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.""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 most valuable features of Freshservice are the notifications, customization, and flexibility.""Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably.""The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful.""Ability to scan barcodes and a great search feature."

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"The solution is stable and reliable.""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.""In our company, we heavily rely on Wrike. Wrike has helped in communication, managing all sorts of projects and tasks, and having a history of all our correspondence items.""We utilize time tracking and reports most often.""This is a good tool for project progress tracking and sharing tasks with internal and external parties.""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.""The most valuable feature of Wrike is the tag functionality.""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."

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Cons
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything.""The chat portal is not that great.""The analytics could be better.""Freshservice could improve the integration with Microsoft Outlook.""The round robin ticketing feature that they have is not ideal.""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.""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.""A chat bot needs to be added to the portal."

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"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.""The product needs to send direct emails to customers updating the latest aspects since it is better to hear directly.""What annoys me with Wrike and things that I would like to improve is that you need to have a very organized workflow that everyone in the company follows, and only then will Wrike work.""The response from the website is a little bit slow, and the tool is too expensive for a small team.""On one side, it's very easy to create a task with text, but on the other side, it's not very well-formatted. Therefore, it's difficult to track specific data written in a task. We are making templates, but it's not enough to use a template to know the exact status of different tasks. One thing that we are looking for in Wrike is a better workflow. Because we can only move the status of tasks, we can't really manage workflow and send a task to a specific person. This is what is really missing in Wrike as compared to other tools. We are looking to replace Wrike because we need support for workflow. Another issue with Wrike is that they bring a lot of versions of the tool, which it's not so easy. They bring new versions very frequently, and these versions look similar. For example, we are using robots to read the tasks in the tools, which is problematic with Wrike because it is changing very frequently.""Wrike needs to be more responsive to community requests for new features.""We faced an issue with the Wrike outlook add-on; it is only available for Microsoft Office 365, and not the on-premise version.""It would be great if they could develop more reporting."

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Pricing and Cost Advice
  • "It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • "The price of Freshservice could improve, it is expensive."
  • "It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • More Freshservice Pricing and Cost Advice →

  • "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."
  • "From a pricing perspective, I would rate Wrike a four out of five."
  • "Wrike is expensive."
  • "Wrike is very expensive, and its price is almost $1,400."
  • More Wrike Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 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 of… more »
    Top Answer:The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it… more »
    Top Answer:I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features… more »
    Top Answer:The most valuable feature of Wrike is the tag functionality.
    Top Answer:The response from the website is a little bit slow, and the tool is too expensive for a small team. We are a startup, and we have a small team. Wrike's price is almost $1,400, and even if I want to… more »
    Ranking
    10th
    Views
    664
    Comparisons
    490
    Reviews
    20
    Average Words per Review
    748
    Rating
    8.2
    Views
    4,367
    Comparisons
    3,191
    Reviews
    7
    Average Words per Review
    333
    Rating
    8.1
    Comparisons
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    Compared 1% of the time.
    Also Known As
    Flint
    Learn More
    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
    Top Industries
    REVIEWERS
    Financial Services Firm18%
    Comms Service Provider18%
    Manufacturing Company18%
    Insurance Company12%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Manufacturing Company6%
    Government6%
    Educational Organization5%
    REVIEWERS
    Religious Institution15%
    Marketing Services Firm13%
    Construction Company8%
    Transportation Company8%
    VISITORS READING REVIEWS
    Educational Organization80%
    Computer Software Company3%
    Manufacturing Company2%
    Financial Services Firm2%
    Company Size
    REVIEWERS
    Small Business61%
    Midsize Enterprise4%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business21%
    Midsize Enterprise17%
    Large Enterprise62%
    REVIEWERS
    Small Business70%
    Midsize Enterprise13%
    Large Enterprise17%
    VISITORS READING REVIEWS
    Small Business6%
    Midsize Enterprise83%
    Large Enterprise11%
    Buyer's Guide
    Freshservice vs. Wrike
    March 2024
    Find out what your peers are saying about Freshservice vs. Wrike and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Freshservice is ranked 10th in Project Management Software with 29 reviews while Wrike is ranked 7th in Project Management Software with 58 reviews. Freshservice is rated 8.0, while Wrike is rated 8.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Wrike writes "Convenient Tool for Project and Task Management, comes with extra features including Analytics and Reporting ". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk and Microsoft Project, whereas Wrike is most compared with Asana, monday.com, Adobe Workfront, Trello and Planview Portfolios. See our Freshservice vs. Wrike 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.