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June 6, 2024
XX min read

Freshservice vs PivotalTracker


When it comes to selecting a ticketing tool for your organization's needs, two popular options to consider are Freshservice and Pivotal Tracker. Both tools offer unique functionalities designed to streamline workflows and improve productivity.

Freshservice is an easy-to-use IT service desk and ITSM solution designed using ITIL best practices. It enables organizations to focus on exceptional service delivery by providing a comprehensive suite of features tailored to managing IT services effectively.

Pivotal Tracker is a cloud-based project management tool that assists software teams in building software efficiently. As the world's most popular tool for agile project management, Pivotal Tracker helps teams stay aligned and productive through its intuitive interface and robust features.

Comparing these two tools is critical for organizations looking to optimize their service desk functionalities or project management capabilities. Understanding their strengths and weaknesses can help you make an informed decision that fits your specific needs.

Freshservice Overview

Freshservice is a powerful IT service management (ITSM) tool designed to help organizations manage their IT services seamlessly. Built on ITIL best practices, Freshservice offers a comprehensive range of functionalities that cater to various IT service needs.

Key Features

  • Incident Management: Quickly address and resolve IT issues to minimize downtime and impact on users.
  • Service Request Management: Streamline and automate the process of handling service requests.
  • Problem Management: Identify and mitigate the root causes of incidents to prevent recurrence.
  • Change Management: Manage change requests with minimal risk and disruption to services.
  • Asset Management: Track and manage IT assets throughout their lifecycle.
  • Knowledge Management: Create and maintain a knowledge base to empower users and IT staff with self-help capabilities.
  • Service Catalog: Offer a comprehensive list of IT services available to end-users.
  • Automation: Implement workflow automations to streamline repetitive tasks and improve efficiency.
  • Reporting and Analytics: Generate detailed reports and analytics to gain insights into service performance and improvement areas.
  • Self-Service Portal: Provide users with a portal to submit requests, incidents, and access knowledge articles.

Pivotal Tracker Overview

Pivotal Tracker is a versatile project management tool that helps software development teams manage their projects using agile methodologies. It is designed to foster collaboration and transparency, making it easier for teams to deliver high-quality software.

Key Features

  • Backlog Management: Organize and prioritize project tasks and user stories in a centralized backlog.
  • Iteration Planning: Plan and manage sprints or iterations with ease, ensuring timely delivery of features.
  • Story Points and Velocity: Track team progress using story points and velocity metrics for better predictability.
  • Collaboration Tools: Facilitate team communication and collaboration with integrated commenting and notifications.
  • Labeling and Tagging: Categorize tasks and user stories using labels and tags for easy organization and filtering.
  • Release Management: Plan and manage software releases effectively to ensure timely delivery.
  • Integrations: Connect with various development, testing, and deployment tools for a seamless workflow.
  • Analytics and Reporting: Generate detailed reports and analytics to measure team performance and identify improvement areas.
  • Customizable Workflows: Adapt the tool to fit your team's specific workflow and processes.
  • Kanban Boards: Visualize project progress with Kanban boards for better task management and tracking.


Both Freshservice and Pivotal Tracker are designed to improve operational efficiency and productivity through their unique functionalities. Here are some key similarities between the two tools:

  • Cloud-Based: Both Freshservice and Pivotal Tracker operate as cloud-based solutions, enabling easy access from anywhere with an internet connection.
  • Collaboration: Both tools offer robust collaboration features to promote teamwork and improve communication among team members.
  • Customizable Workflows: Each tool provides options to customize workflows according to the specific needs and processes of the organization.
  • Reporting and Analytics: Both platforms offer comprehensive reporting and analytics features to track performance and identify areas for improvement.
  • Integrations: Freshservice and Pivotal Tracker support integrations with various third-party tools to enhance functionality and create a seamless workflow.


Despite their similarities, Freshservice and Pivotal Tracker have distinct differences that set them apart as ticketing tools:

  • Primary Focus: Freshservice is primarily focused on IT service management and ITSM processes, whereas Pivotal Tracker is designed for agile project management, specifically targeting software development teams.
  • ITIL Best Practices: Freshservice is built on ITIL best practices, making it a better fit for organizations looking to implement structured IT service processes. Pivotal Tracker, on the other hand, follows agile methodologies suitable for iterative and incremental software development.
  • Incident Management vs. Backlog Management: Freshservice emphasizes incident and problem management to address and resolve IT issues, while Pivotal Tracker focuses on backlog management to organize and prioritize project tasks.
  • Self-Service Portal: Freshservice offers a self-service portal for users to submit requests and access knowledge articles, a feature not available in Pivotal Tracker.
  • Kanban Boards: Pivotal Tracker provides Kanban boards for visualizing project progress, while Freshservice does not offer this feature.

Pros and Cons



  • Comprehensive ITSM functionalities built on ITIL best practices.
  • Easy-to-use interface with a self-service portal for end-users.
  • Robust automation features to streamline repetitive tasks.
  • Detailed reporting and analytics for performance insights.
  • Extensive asset management capabilities.


  • Primarily focused on IT service management, which may not be suitable for non-IT projects.
  • Limited agile project management features compared to dedicated tools like Pivotal Tracker.
  • Some users may find the customization options less flexible compared to other ITSM tools.

Pivotal Tracker


  • Designed specifically for agile project management with powerful backlog management and iteration planning features.
  • Intuitive interface that fosters collaboration and transparency.
  • Comprehensive reporting and analytics to measure team performance.
  • Customizable workflows to fit specific team processes.
  • Kanban boards for visual task management.


  • Limited IT service management features, making it less suitable for organizations focused on ITIL processes.
  • No self-service portal for end-users to submit requests or access knowledge articles.
  • Some users may find it challenging to adapt to the tool if they are not familiar with agile methodologies.

Use Cases


  • IT Service Management: Ideal for organizations looking to implement structured IT service processes based on ITIL best practices.
  • Incident and Problem Management: Perfect for IT teams that need to quickly address and resolve IT issues.
  • Asset Management: Suitable for organizations that require robust asset tracking and management capabilities.
  • Self-Service Portal: Beneficial for companies that want to empower users with a self-service portal for submitting requests and accessing knowledge articles.

Pivotal Tracker

  • Agile Project Management: Ideal for software development teams looking to manage projects using agile methodologies.
  • Backlog and Iteration Planning: Suitable for teams that need to organize and prioritize tasks and plan sprints or iterations.
  • Collaboration and Transparency: Perfect for organizations that value team collaboration and transparency in project management.
  • Customizable Workflows: Beneficial for teams that require flexible and customizable workflows to fit their specific processes.


In comparing Freshservice and Pivotal Tracker, it's important to consider the primary focus and strengths of each tool. Freshservice excels as an IT service management solution, offering a comprehensive suite of features built on ITIL best practices to help organizations manage their IT services effectively. It is ideal for IT teams looking to improve service delivery and streamline IT processes.

On the other hand, Pivotal Tracker stands out as a powerful agile project management tool tailored for software development teams. Its robust backlog management, iteration planning, and collaboration features make it well-suited for teams that follow agile methodologies to build high-quality software.

When choosing between Freshservice and Pivotal Tracker, consider your organization's specific needs and goals. If your primary focus is on IT service management and you require a structured approach based on ITIL best practices, Freshservice is the better choice. However, if you are managing software development projects and need a tool to support agile methodologies, Pivotal Tracker offers the features and capabilities to help your team succeed.

Key takeaways 🔑🥡🍕

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