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- Jira Service Management
- Freshservice-vs-Jira Service Management
Compare Freshservice and Jira Service Management 
At a Glance
Market Segments
Mid-Market (62.4% of reviews)
Mid-Market (40.6% of reviews)
Entry-Level Pricing
$19.00
0/agent/month
Freshservice
Star Rating
(1,290)4.6 out of 5
Market Segments
Mid-Market (62.4% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansJira Service Management
Star Rating
(802)4.2 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshservice excels in its Ease of Use with a score of 9.2, making it more intuitive for new users compared to Jira Service Management, which scored 8.1. Reviewers mention that the user-friendly interface of Freshservice significantly reduces the learning curve.
- Reviewers mention that Freshservice's Ticket Creation User Experience is rated at 8.9, while Jira Service Management does not have a specific score for this feature. Users on G2 appreciate the streamlined process in Freshservice, which allows for quicker ticket submissions.
- G2 users highlight that Freshservice's Workflow Management is rated at 8.7, providing robust automation capabilities that enhance efficiency. In contrast, Jira Service Management's workflow features, while functional, do not receive the same level of praise, with users noting a steeper learning curve.
- Users say that Freshservice's Quality of Support is rated at 9.0, indicating a strong customer service experience. In comparison, Jira Service Management's support rating of 8.2 suggests that users may encounter longer response times or less effective assistance.
- Reviewers mention that Freshservice's Self-Service Experience is rated at 8.9, with features like a well-organized Knowledge Base and Searchable Articles. Users on G2 report that Jira Service Management's self-service options, rated at 8.4, are less comprehensive, leading to a less satisfying user experience.
- Users report that Freshservice's Incident Management capabilities, particularly in Automate Ticket Routing (9.1), are superior to those of Jira Service Management (8.7). Reviewers mention that this feature in Freshservice helps in efficiently managing high volumes of tickets, improving overall response times.
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Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Free Trial
Freshservice
Free Trial is available
Jira Service Management
Free Trial is available
Ratings
Meets Requirements
8.9
1,156
8.7
694
Ease of Use
9.2
1,155
8.1
698
Ease of Setup
8.8
939
7.7
308
Ease of Admin
9.0
954
7.7
286
Quality of Support
9.0
1,117
8.3
584
Has the product been a good partner in doing business?
9.1
930
8.6
264
Product Direction (% positive)
9.5
1,143
8.4
668
Features by Category
Ticket and Case Management
Not enough data
9.0
33
Not enough data
9.2
31
Not enough data
8.7
33
Not enough data
8.9
31
Not enough data
8.6
30
Not enough data
8.6
32
Not enough data
9.1
32
Not enough data
8.2
30
Generative AI
Not enough data
7.9
13
Not enough data
8.1
13
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.6
34
Not enough data
8.7
34
Not enough data
8.1
27
Not enough data
8.0
25
Not enough data
7.8
24
Platform
Not enough data
7.7
31
Not enough data
8.2
34
Not enough data
8.4
33
Not enough data
9.0
31
Not enough data
8.5
32
Not enough data
8.4
30
Administration
8.6
308
|
Verified
9.0
84
|
Verified
8.4
334
|
Verified
8.5
78
|
Verified
8.3
361
|
Verified
8.9
89
|
Verified
Service Desk
9.4
390
|
Verified
9.0
96
|
Verified
9.1
365
|
Verified
9.0
95
|
Verified
8.8
357
|
Verified
8.9
95
|
Verified
Management
8.5
300
|
Verified
9.1
72
|
Verified
8.9
307
|
Verified
9.0
67
|
Verified
8.8
272
|
Verified
8.8
68
|
Verified
8.5
274
|
Verified
8.8
63
|
Verified
8.2
219
|
Verified
8.6
59
|
Verified
Functionality
9.4
321
|
Verified
9.1
76
|
Verified
8.8
259
|
Verified
9.0
68
8.8
256
|
Verified
8.7
73
|
Verified
8.8
290
|
Verified
8.9
72
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
8.3
260
|
Verified
9.0
79
|
Verified
8.6
296
|
Verified
9.1
83
|
Verified
8.8
313
|
Verified
9.1
83
|
Verified
6.4
18
9.7
6
Management Tools
9.1
334
|
Verified
9.1
83
|
Verified
8.9
324
8.9
82
|
Verified
8.5
288
|
Verified
9.2
71
|
Verified
Generative AI
7.9
129
8.2
13
7.9
129
8.7
13
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.3
70
Not enough data
Self-Service Experience
8.4
131
Not enough data
8.7
127
Not enough data
7.2
107
Not enough data
7.6
109
Not enough data
8.2
128
Not enough data
Self-Service Platform
8.5
129
Not enough data
8.7
133
Not enough data
7.2
102
Not enough data
8.1
124
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
65
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
9.1
727
8.7
225
8.9
730
8.7
234
9.0
783
8.7
244
8.6
719
8.3
200
8.6
684
8.3
197
Reporting
8.6
765
8.4
230
8.2
629
8.4
224
8.2
607
7.9
155
Access & Usability
8.4
693
7.8
151
8.9
716
8.5
199
8.5
541
8.4
162
8.7
553
8.3
158
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
8.0
5
Not enough data
8.0
5
Not enough data
8.3
5
Not enough data
7.7
5
Not enough data
8.3
5
Not enough data
8.7
5
Analysis
7.6
174
Not enough data
Platform
8.3
230
Not enough data
8.2
213
Not enough data
8.7
256
Not enough data
8.4
284
Not enough data
8.7
316
Not enough data
Security
7.8
179
Not enough data
7.1
108
Not enough data
7.5
167
Not enough data
8.9
284
Not enough data
8.8
287
Not enough data
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshservice and Jira Service Management are categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, and Service Desk
Unique Categories
Freshservice is categorized as Enterprise IT Management and Customer Self-Service
Jira Service Management is categorized as Help Desk
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
19.9%
Computer Software
5.4%
Construction
4.5%
Education Management
3.5%
Financial Services
3.5%
Other
63.2%
Information Technology and Services
30.4%
Computer Software
16.3%
Internet
5.4%
Financial Services
4.7%
Telecommunications
3.6%
Other
39.6%
Most Helpful Reviews
Freshservice
Most Helpful Favorable Review
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Most Helpful Critical Review
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Jira Service Management
Most Helpful Favorable Review
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
Most Helpful Critical Review
Daniel H.
Verified User in Banking
Its been very hard to perform testing with this application because it almost needs to be fully set up and integrated to get an accurate picture. Currently we have 2 API's set up and integrated but still struggling to get the alerts, notifications and...
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Daniel H.
Verified User in Banking
Its been very hard to perform testing with this application because it almost needs to be fully set up and integrated to get an accurate picture. Currently we have 2 API's set up and integrated but still struggling to get the alerts, notifications and...
Alternatives
Discussions
How has your experience been with Freshservice support?
12 comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
Can we have access to our database to do some development
2 comments
Official Response from Freshservice
You can utilize API calls to gather the data and transfer them to Power BI.Read more
Is Jira a service management tool?
2 comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
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