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."Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"There is a nice user interface."
"It is a stable solution. My company hasn't faced any problems with the solution."
"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 the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"You can just register and within five to minute minutes, you are ready to go."
"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 most valuable features of Freshservice are the notifications, customization, and flexibility."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"To me, one of the most powerful features of Smartsheet is being able to email others."
"The solution is scalable."
"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."
"The dashboard feature is the most valuable aspect of the solution."
"The most valuable feature of Smartsheet is its intuitiveness, ease of use, and overall simplicity."
"Smartsheet does a really good job of creating Gantt charts. Export to Excel feature was also very useful."
"The most valuable feature of Smartsheet is it can be highly customized."
"It's very user friendly."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"Freshservice could improve the delegation and workflow management features."
"The round robin ticketing feature that they have is not ideal."
"We'd like better integration with other products."
"Their analytics need improvement."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The main challenge with Smartsheet is that when you start putting components on the Smartsheet dashboard, they don't know about each other. So, if I filter something in one widget, or if I click on a region or a project ID, the other widget or component and the visualization that's on that dashboard don't change. It doesn't know about the other component."
"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."
"The downside of Smartsheet is that there are some security concerns. We were able to restrict people from sharing sheets with anyone who was not in our domain, but it could be easier. We also found it hard to restrict certain user groups from adding attachments to sheets."
"You were forced to create a new tab rather than add another sheet."
"The product must include more modules for project management."
"Maybe the solution could be a little bit more flexible."
"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."
"Smartsheet needs to improve the user interface."
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.
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