We performed a comparison between Freshservice and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"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 portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"I do 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."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"There is a nice user interface."
"The most valuable feature of this solution is that it is user-friendly."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The product is not lacking anything that a QA will want to use."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"Auditing team uses this solution to track audit findings and follow-up."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Freshservice's technical support has issues with delays and translations."
"The chat portal is not that great."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"I am not too happy with the page layout or screen layout since it always looks messy."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"It's hard to interact directly with the users themselves."
"A chat bot needs to be added to the portal."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"The performance in cloud service management could be improved."
"There should be better connections with access management. They should improve the connectivity."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"The solution should be more formalized. It could be more user-friendly."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Freshservice is rated 8.0, while JIRA Service Management 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 JIRA Service Management writes "Customizable, stable, and integrates well". Freshservice is most compared with ServiceNow, Microsoft Project, Zendesk, ManageEngine ServiceDesk Plus and monday.com, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and Zoho Desk. See our Freshservice vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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