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Freshservice vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.4
Freshservice offers significant ROI benefits with improved efficiency, though costs and user management are concerns for some regions.
Sentiment score
7.6
JIRA Service Management boosts efficiency and ROI, especially for large teams, despite its complex interface, surpassing competitors.
 

Customer Service

Sentiment score
6.4
Freshservice support is responsive and professional, but users note occasional navigation issues and delays in problem resolution.
Sentiment score
6.9
Atlassian's customer service is praised for expertise and responsiveness despite occasional time zone delays, with diverse support options.
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.
 

Scalability Issues

Sentiment score
7.2
Freshservice offers scalable, cloud-based IT solutions with flexible licensing, though customization may be limited for larger enterprises.
Sentiment score
7.7
JIRA Service Management is flexible and scalable, though challenges in advanced scenarios depend on organizational configurations.
Freshservice is easy to use for scalability.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
 

Stability Issues

Sentiment score
8.1
Freshservice is stable and reliable, with minor glitches addressed efficiently, ensuring robust performance and high user satisfaction.
Sentiment score
8.0
JIRA Service Management is highly stable, with users rating it highly despite minor glitches or occasional sluggishness.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
 

Room For Improvement

Freshservice faces issues with reporting, project management, customization, integration, asset management, support features, and performance for large users.
JIRA Service Management faces challenges with integration, customization, high costs, and needs improvements in usability, communication, and asset management.
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.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
The interface could be made easier to use.
 

Setup Cost

Freshservice provides transparent, flexible pricing options praised for competitiveness, though considered expensive by some, ideal for various enterprise solutions.
JIRA Service Management provides tiered pricing with agent-based and user options, offering competitive rates and discounts for larger tiers.
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.
We used Jira's free version for some time.
 

Valuable Features

Freshservice offers incident management, automation, asset management, customization, scalability, ITIL compliance, with user engagement via Freshchat and APIs.
JIRA Service Management excels in customization, integration, and flexible workflow management with valued dashboards, ticketing, and SLA features.
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.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
The query language and the ability to create views of the data are very useful.
 

Categories and Ranking

Freshservice
Ranking in Help Desk Software
7th
Ranking in IT Service Management (ITSM)
5th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Project Management Software (11th), Cloud Management (15th), IT Asset Management (6th)
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the IT Service Management (ITSM) category, the mindshare of Freshservice is 4.0%, down from 4.5% compared to the previous year. The mindshare of JIRA Service Management is 10.9%, down from 12.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
837,501 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
7%
Financial Services Firm
7%
Retailer
6%
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshservice?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...
 

Also Known As

Flint
JIRA Service Desk
 

Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Freshservice vs. JIRA Service Management and other solutions. Updated: February 2025.
837,501 professionals have used our research since 2012.