FreshService New Gen Project Management

Freshservice’s new gen project management unifies ITSM tickets, changes and problems with full project planning, agile delivery and analytics so IT teams can manage incidents, changes and long‑running initiatives from a single pane of glass. This reduces handoffs, improves visibility, and accelerates software rollouts and IT transformation programs for DataLunix clients.​​

What is Freshservice new gen project management?

Freshservice new gen project management is a project and portfolio layer built directly into the Freshservice ITSM platform, so you can spin up projects from incidents, service requests, changes or problems. It supports classic and agile methodologies in the same workspace, making it ideal for hybrid IT delivery models used by DataLunix customers.​​

Beyond basic task tracking, it adds Gantt views, Kanban boards, backlogs, sprints, versions and analytics specifically tuned for IT work, from infrastructure refreshes to application rollouts. This bridges the gap between daily service operations and strategic change, something traditional helpdesks or standalone PM tools often struggle to do.​

Get Discount on Freshworks Licenses

Which core features define Freshservice new gen project management?

Freshservice’s new gen project management is built around a few opinionated capabilities that matter most to IT and DevOps teams, not generic PMOs. You get planning views, execution tools, and analytics all wired into the service desk, CMDB and change modules.​

Key pillars include:

• Integrated ITSM–project workflows (projects from tickets/changes/problems)

• Multiple planning views (Gantt, Kanban, task lists, group views)

• Agile and hybrid delivery (backlog, sprints, versions)

• Built‑in bug and test management for software projects

• AI and automation for task creation, routing and insights

  
  

Each of these maps neatly to DataLunix’s implementation patterns across Freshworks, ServiceNow, HaloITSM and ManageEngine.​

How does Freshservice connect ITSM with project management?

Freshservice lets you create a project directly from an incident, service request, change or problem, preserving context, requester, CI links and priority. This is invaluable when a “ticket” actually hides a multi‑week network upgrade, security remediation or integration build.​

You can also trigger project or task creation via Workflow Automator when specific ticket conditions are met, such as repeated incidents on the same CI or high‑risk changes. DataLunix commonly uses this to auto‑open remediation projects for recurring outages or compliance gaps across ITSM platforms.​​

How do Gantt charts and views help IT project planning?

Freshservice’s modern Gantt in new gen project management gives a timeline view of tasks, subtasks, milestones and dependencies, so IT leads can see rollout paths and blockers at a glance. This is especially useful for infrastructure changes, data center moves, and cloud migrations where sequencing matters.​

Alongside Gantt, teams get Kanban boards and classic task lists to support different workstyles in the same project. Stakeholders can toggle between views without losing data, improving communication between PMOs, DevOps engineers and business owners.​

How does Freshservice support agile, waterfall and hybrid methods?

Freshservice is designed to support waterfall, agile and hybrid methodologies in one platform, which aligns with how most IT shops actually work in 2025. You can run sprint‑based software delivery while managing waterfall‑style infrastructure or compliance programs on the same instance.​

Agile features include roadmaps, product backlogs, sprint boards and version‑based planning for releases. Hybrid becomes natural when you tie agile sprints to change records and CAB approvals while tracking long‑running milestones on Gantt charts.​

What does Freshservice offer for software and DevOps teams?

For software projects, Freshservice new gen project management adds roadmap views, backlogs, sprints, versions, bug tracking and test management. This lets DevOps and application teams manage the full SDLC from requirement intake to post‑deployment validation inside the ITSM environment.​

Bug and test modules help ensure internal systems stay stable after a build or change, with defects and test cases linked back to releases and changes. When DataLunix implements Freshservice, these capabilities are often coupled with integrations to Jira, Azure DevOps or CI/CD pipelines for richer traceability.​​

How do AI and automation enhance project execution?

Freshservice leverages AI and Workflow Automator to cut down manual project admin. You can automatically create projects or tasks when certain ticket thresholds, service outages or change risk scores are reached, and then assign work based on skill, workload or group.​

Freddy AI, Freshservice’s assistant, supports conversational insights, ticket summarization, content drafting and proactive analytics, helping managers spot overloaded teams or delayed milestones earlier. Industry reviewers in 2025 note that this AI layer is a differentiator in affordability‑focused ITSM markets.​

How does collaboration and integration work in Freshservice projects?

Freshservice offers collaboration across comments, @mentions, notifications and integrations with tools like Slack, Microsoft Teams and Jira. This keeps project conversations close to work items and reduces context‑switching between chat, issues and tickets.​

Marketplace integrations (40+ apps) make it simple to connect project tasks with development tools, identity platforms and monitoring systems. DataLunix often extends this with additional integration and automation layers, particularly for organizations standardizing on Microsoft 365 or hybrid cloud.​​

How do analytics and reporting support project and portfolio decisions?

Freshservice provides data‑rich dashboards and analytics for projects, tasks and time entries, helping you monitor progress, bottlenecks and utilization. Teams can customize reports, selecting metrics such as on‑time delivery, effort spent by team, or tasks by service or CI.​

Freshservice is also rolling out a Fair Usage Policy for analytics usage with limits and performance safeguards, with enforcement milestones stretching into 2026. For clients with more advanced Strategic Portfolio Management needs, DataLunix extends this with complementary tools like ServiceNow SPM while keeping Freshservice as the execution layer.​​

What are the latest 2025 updates and user community trends?

Freshservice’s November 2025 biannual updates revolve around approvals, analytics usage limits and platform changes, reinforcing governance and performance in large environments. These changes ensure project and service data remains fast and reliable even as organizations scale usage.​

In community and idea forums, users request improvements like better task reordering and enhanced project features, showing strong adoption of the project module. Discussions also highlight increased demand for recurring tasks, calendar integrations and richer portfolio views, areas where partners like DataLunix advise on workarounds or complementary tooling.​​

How is Freshservice priced for new gen project management?

Official pricing shows Freshservice ITSM starting around $19/agent/month on annual billing for entry‑level plans, with higher tiers for advanced features and enterprise scale. Independent reviews corroborate a Starter tier in this range, then Growth and higher plans adding asset management, more automation and security options.​

Project management capabilities are generally available from mid‑tier plans upward, but the exact mapping can change by 2025 SKUs and regional packaging. DataLunix typically builds costed implementation roadmaps so clients can decide whether to consolidate tools onto Freshservice or blend it with Jira, ServiceNow or HaloITSM.​​

How does Freshservice compare to Jira Service Management for IT project work?

Jira Service Management remains strong for deep software development integration, especially in Atlassian‑centric organizations. However, Freshservice is often seen as simpler to administer and more “out‑of‑the‑box” for ITSM‑plus‑project scenarios, with native ITAM and lighter configuration overhead.​

Comparisons in 2024–2025 highlight that Freshservice bundles ITAM, ITOM‑lite and AI ServiceOps with its ITSM and project modules, while Jira sometimes needs extra plugins or separate products. Tech market analyses also position Freshservice as “best for affordability” in ITSM, which matters for mid‑market organizations consolidating tools.​

How can DataLunix amplify value from Freshservice new gen project management?

DataLunix specializes in ITSM, ITOM, SPM and ESM across Freshworks, ServiceNow, HaloITSM and ManageEngine, giving you a vendor‑neutral view of where Freshservice fits best. This includes assessing whether Freshservice should be your primary ITSM‑plus‑project platform or part of a broader portfolio with other tools.​

Engagements typically cover:

• Advisory: Tool selection, ITSM–SPM strategy and total cost modeling

• Implementation: Configuring Freshservice new gen project management, workflows, automations and integrations

• Managed services: Ongoing optimization, reporting and releases aligned with biannual product updates

• Staff augmentation: Certified admins, process consultants and devs on flexible terms

  
  

Real‑world case studies in ITSM, ITOM, SPM and ESM show DataLunix helping clients cut ticket age, improve uptime and align portfolios with strategy—outcomes that translate directly into better project delivery when Freshservice is the chosen platform.​

Feature snapshot: Freshservice vs key ITSM project platforms

Capability / Focus	Freshservice new gen project management	Jira Service Management (with Jira Software)	ServiceNow Projects / SPM (context)
Native ITSM + projects in one tool	Yes, projects from tickets/changes/problems​	ITSM plus separate dev‑centric projects via Jira​	Yes, enterprise‑grade ITSM + SPM​
Views (Gantt, Kanban, task list)	Gantt, Kanban, task list, group views​	Strong boards and backlogs, Gantt via apps​	Advanced timelines and roadmaps​
Agile + waterfall + hybrid	Supported in one platform​	Strong agile; hybrid via configuration​	Strong hybrid for large portfolios​
Bug / test management	Built‑in for IT/software projects​	Strong via Jira Software​	Usually via integrations / modules​
AI and automation for tasks and insights	Workflow Automator + Freddy AI​	Automation rules, lighter AI in ITSM​	Extensive AI/ML at enterprise scale​
Pricing positioning	Affordability focus, starts near $19/agent​	Competitive per‑user with Atlassian stack​	Enterprise‑level pricing​
Ideal customer profile	Mid‑market to enterprise seeking simple ITSM+projects​	Dev‑heavy teams on Atlassian​	Large, mature enterprises​

FAQ: Freshservice new gen project management

1. How does Freshservice new gen project management help IT teams run hybrid projects?

It allows you to manage waterfall milestones and agile sprints in the same platform, with Gantt for dependencies and boards for day‑to‑day execution. Because everything is connected to tickets, changes and CIs, IT can coordinate infrastructure work and software releases without juggling multiple tools.​

2. Is Freshservice new gen project management good for cloud migration programs?

Yes. You can treat each migration wave as a project with tasks, dependencies and change records, while incidents and problems arising from cutovers remain linked to the same project. DataLunix uses this model frequently when orchestrating multi‑phase cloud migrations for clients.​​

3. What is the pricing impact of enabling Freshservice new gen project management?

Freshservice pricing starts around $19 per agent per month on annual plans, with higher tiers unlocking more automation, asset and analytics capabilities that benefit projects. Exact access to project features depends on plan configuration and add‑ons, so a tailored quote is recommended.​

4. Can Freshservice new gen project management replace Jira for software teams?

For some organizations, yes, especially if they prefer a single ITSM‑plus‑project stack and lighter configuration overhead. Teams deeply invested in Atlassian’s dev toolchain may still keep Jira Software while using Freshservice for ITSM and cross‑functional projects.​

5. How does DataLunix support Freshservice new gen project management rollouts?

DataLunix provides consulting, implementation, integration and managed services across the Freshworks ecosystem plus other ITSM tools. This includes designing workflows, automations and governance models tailored to your IT organization, then operating or co‑operating the environment post‑go‑live.​

Ready to make Freshservice new gen project management work for you?

If you want a single platform where tickets, changes, assets and projects live together—and you need it tuned to your IT reality rather than vanilla configuration—DataLunix is built for that. Reach out via DataLunix.com to discuss a Freshservice‑centric blueprint or a broader ITSM–SPM roadmap, and get a pragmatic plan that balances features, integrations and cost for 2025 and beyond.