Freshservice and monday.com are strong competitors in the incident management and project management categories, respectively. Freshservice shows an edge with its robust incident and change management features, while monday.com stands out with its high level of customization and integration capabilities.
Features: Freshservice offers effective incident and change management capabilities and a comprehensive asset management feature for efficient tracking. It excels in workflow automation and supports various third-party integrations. monday.com provides extensive project management tools, including task management, automated reminders, and adaptable workflow integration. Its outstanding feature is the high level of customization available, along with seamless integrations with several third-party applications.
Room for Improvement: monday.com needs enhancements in data handling for scalability, better automation flexibility, and notification customization. Freshservice could benefit from improved customization options in workflows, especially for delivery requests, better Microsoft Outlook integration, and more detailed reporting features, alongside performance enhancements in incident management workflows.
Ease of Deployment and Customer Service: Both Freshservice and monday.com are predominantly cloud-based, offering scalable and accessible environments. Deployment ease varies with cloud service effectiveness. Customer support is responsive for both platforms, though monday.com users sometimes desire more tailored solutions. Freshservice support is well-received but could benefit from more discussions on customization and integration.
Pricing and ROI: Freshservice is considered affordable with various pricing options that align with different organizational needs, providing good value for small to mid-sized enterprises. monday.com's pricing, although slightly higher, is deemed fair due to its comprehensive functionality and high ROI from increased productivity and streamlined processes.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
I would rate their customer service a ten.
Freshservice is easy to use for scalability.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
The need for a stable connection is critical as there are network issues that slow our processes down.
I would like to have the ability to create more than two levels of subtasks in monday.com.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
It is quite expensive.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
monday.com saves time and gets everyone on the same page within my team.
monday.com helps in quick decision-making by facilitating communication on the go through the comment section and email alerts when someone comments.
monday.com makes it very easy to input any information.
| Product | Market Share (%) |
|---|---|
| monday.com for Enterprise | 7.9% |
| Freshservice | 1.6% |
| Other | 90.5% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 177 |
| Midsize Enterprise | 25 |
| Large Enterprise | 21 |
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:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
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."
Monday.com enhances project management with automation, customization, and a user-friendly design, featuring Gantt charts, real-time updates, and extensive tool integrations.
Monday.com offers automation, customization, and user-friendly interfaces to improve project management capabilities. Its features, including Gantt charts, real-time updates, and integrations with tools like Slack and Google Suite, help teams streamline workflows. Users benefit from color coding, task assignments, subitems, and dashboards for a comprehensive project overview. Notifications, file-sharing, and forms increase collaboration, while templates simplify processes. However, it requires enhancements in user experience, speed, and mobile features. Challenges include limited boards, excessive notifications, and integration issues with Google Calendar and QuickBooks. Businesses use Monday.com for CRM tasks, sales tracking, marketing, and creative projects across fields like architecture, biotech, and nonprofits.
What are the key features of Monday.com?In industries like architecture, biotech, and nonprofit, Monday.com facilitates communication, task tracking, and collaboration for remote teams. It is commonly utilized for CRM, sales tracking, marketing, and creative project management, ensuring workflow organization and client management are streamlined.
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.
