# Freshservice vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in user experience, with many praising its intuitive interface and ease of use. Users appreciate features like ticket categories and the analytics/dashboard module, which enhance agent organization and time management.
- **Users say** that Jira Service Management stands out for its robust tracking and collaboration capabilities. Reviewers highlight how it effectively integrates requests, workflows, and tracking, making it easier to manage work from submission to resolution without losing visibility.
- **According to verified reviews** , Freshservice offers a more affordable entry point, making it appealing for mid-market companies. Users have noted that its free service is sufficient for starting a professional help desk setup, which can be a significant advantage for smaller teams.
- **Reviewers mention** that while Jira Service Management has strong automation features, some users find it less user-friendly compared to Freshservice. The complexity of setup and configuration can be a hurdle for teams looking for a straightforward implementation.
- **G2 reviewers highlight** Freshservice's quality of support, with many users noting the helpfulness of the service and the clarity of documented guidelines. This support can be crucial for teams needing quick resolutions to issues.
- **Users report** that Jira Service Management's dynamic forms and unlimited customer capabilities are valuable for larger organizations, allowing for better information capture and management. However, some users feel that it could benefit from improved loading times and overall performance.



---
## Frequently Asked Questions

### What is the difference between Freshservice vs Jira Service Management?

Freshservice stands out for its higher Ease of Use and Quality of Support scores, while Jira Service Management is favored for its integration with the Atlassian ecosystem and advanced workflow customization.

| [Freshservice](https://www.g2.com/products/freshservice/reviews) | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) |
| --- | --- |
| 4.6/5 (1351 reviews) | 4.3/5 (991 reviews) |
| Mid-Market | Mid-Market |
| 8.8 | 8.0 |
| 9.0 | 8.4 |
| Ease of Use (158 all-time mentions) | Integration with Jira/Atlassian ecosystem (501 all-time mentions) |



### How do the pricing models of Freshservice and Jira Service Management compare?

Freshservice is rated higher for value, with a stronger Price/Cost satisfaction score than Jira Service Management.

- **Freshservice:** Reviewers frequently cite competitive pricing and strong ROI, especially for automation and onboarding efficiency, though some mention costs can rise with advanced features or more agents.
- **Jira Service Management:** Reviewers note that licensing and premium features can become expensive as usage scales, and some express concerns about the cost structure for larger teams.
- **Switching-reason:** Several reviewers mention switching from Jira to Freshservice for easier configuration and a more user-friendly experience, particularly for end users and administrators.



### What are the best alternatives to Freshservice and Jira Service Management?

The top three alternatives to Freshservice and Jira Service Management are Vivantio, ManageEngine, and NinjaOne.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | Pricing is competitive but can increase with advanced features or more agents | Ease of Use (158 all-time mentions) |
| [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | Licensing and premium features can become expensive as usage scales | Integration with Jira/Atlassian ecosystem (501 all-time mentions) |
| [Vivantio](https://www.g2.com/products/vivantio/reviews) | 4.3/5 (295 reviews) | Mid-Market | — | Customizable workflows and strong support |
| [ManageEngine](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) | 4.2/5 (250 reviews) | Mid-Market | — | Comprehensive ITSM feature set |
| [NinjaOne](https://www.g2.com/products/ninjaone/reviews) | 4.7/5 (5025 reviews) | Mid-Market | — | High customer satisfaction and ease of use |



### Which IT Service Management (ITSM) Tools features should I prioritize when comparing Freshservice and Jira Service Management?

Buyers comparing Freshservice and Jira Service Management should prioritize Ease of Use, Automation, Integration Capabilities, Customization, and Reporting/Analytics.

- **Ease of Use:** Freshservice scores 9.2, Jira Service Management 8.3; 158 all-time mentions for Freshservice, 46 for Jira Service Management.
- **Automation:** Freshservice has 75 all-time mentions, Jira Service Management 31; both products are frequently praised for automation but Freshservice is cited more often.
- **Integration Capabilities:** Freshservice has 54 all-time mentions, Jira Service Management 32; Jira Service Management is especially noted for integration with the Atlassian ecosystem (501 all-time mentions for Jira integration).
- **Customization:** Freshservice 42 all-time mentions, Jira Service Management 18; both products offer customization, but Freshservice is more often cited for ease of configuration.
- **Reporting/Analytics:** Reviewers for both products mention limitations in reporting flexibility, with Freshservice reviewers noting rigid reporting tools and Jira Service Management reviewers citing basic out-of-the-box reporting.



### What are the pros and cons of Freshservice vs Jira Service Management?

Freshservice's headline strength is ease of use and automation, while Jira Service Management excels in integration with the Atlassian ecosystem and workflow customization.

- **Freshservice strengths:** Ease of Use (158 all-time mentions), Automation (75), Ticketing System (67), User Interface (61), Integrations (54), Customization (42), Asset Management (47), and Efficiency (48).
- **Freshservice trade-offs:** Limited Customization (33), Learning Curve (36), and reporting tools described as rigid or lacking flexibility.
- **Jira Service Management strengths:** Integration with Jira/Atlassian ecosystem (501 all-time mentions), Automation (31), Ticket Management (31), Team Collaboration (22), Customization (18), and Efficiency (26).
- **Jira Service Management trade-offs:** Complexity (28), Steep Learning Curve (27), Complex Setup (22), and some reviewers cite the UI as cluttered or overwhelming (16).



### Is Freshservice or Jira Service Management better for small businesses?

Freshservice is the better fit for small businesses, with reviewers highlighting its ease of use and quick onboarding for smaller teams.

- **Freshservice:** Largest segment is Mid-Market, but recent small-business reviewers consistently praise its user-friendly interface, fast setup, and minimal training requirements.
- **Jira Service Management:** Largest segment is also Mid-Market, and small-business reviewers note a steeper learning curve and more complex configuration, making it less approachable for smaller teams.



### Which IT Service Management (ITSM) Tools platform has better integrations?

Jira Service Management is favored for integrations, especially within the Atlassian ecosystem, while Freshservice is also praised for its integration options.

- **Freshservice:** Integrations with Freshdesk (36 all-time mentions), Slack (24), and Jira (17) are frequently cited by reviewers.
- **Jira Service Management:** Integrations with Jira (501 all-time mentions), Confluence (67), and Slack (21) are highlighted, with strong emphasis on Atlassian ecosystem connectivity.



### How do Freshservice and Jira Service Management compare on customer support?

Freshservice leads on Quality of Support with a 9.0 score versus Jira Service Management's 8.4, a difference above the materiality threshold.

- **Freshservice:** Reviewers consistently describe responsive, helpful, and proactive support, with many citing positive experiences during onboarding and ongoing use.
- **Jira Service Management:** Reviewers generally report good support, but some mention slower response times and a need for more formal training for support staff.



### Which is easier to implement, Freshservice or Jira Service Management?

Freshservice is rated higher for Ease of Setup (8.8 vs 8.0), with reviewers citing faster and more intuitive implementation experiences.

- **Freshservice:** Reviewers frequently highlight quick onboarding, minimal training requirements, and straightforward configuration, with many able to go live within days or weeks.
- **Jira Service Management:** Reviewers note that setup can be complex and time-consuming, especially for teams without dedicated administrators, and that customizing workflows often requires significant effort.



### Which product has better Automation?

Freshservice is more frequently cited for Automation, with higher mention counts and reviewer satisfaction.

- **Freshservice:** Automation is mentioned in 75 reviews, with reviewers praising its workflow automation, no-code builder, and time-saving features.
- **Jira Service Management:** Automation is mentioned in 31 reviews, with reviewers noting strong automation capabilities but also citing complexity in setup and configuration.



| | Freshservice | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,354 | 986 | 
| **Largest Market Segment** | Mid-Market (61.6% of reviews) | Mid-Market (43.2% of reviews) | 
| **Entry Level Price** | $19.00 | 0/agent/month   | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (158 reviews)
- Features (89 reviews)

Cons:
- Missing Features (54 reviews)
- Limited Features (42 reviews)

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Steep Learning Curve (29 reviews)

---
## Ratings Comparison
| Rating | Freshservice | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1198 reviews) | 8.8 (874 reviews) | 
  | **Ease of Use** | 9.2 (1203 reviews) | 8.3 (881 reviews) | 
  | **Ease of Setup** | 8.8 (989 reviews) | 8.0 (487 reviews) | 
  | **Ease of Admin** | 9.0 (971 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 9.0 (1158 reviews) | 8.4 (757 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (946 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1179 reviews) | 8.7 (839 reviews) | 

---
## Pricing

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


[Browse all 4 editions](https://www.g2.com/products/jira-service-management/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Configuration Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Jira Service Management** | N/A | N/A |

#### Additional Functionality

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Widgets** | Not enough data | Not enough data | 
| **Impact Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Request Assignment** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **IT Asset Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Data Mapping** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Active Directory Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Device Auto Discovery** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Relationship Mapping** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Vulnerability Scanning** | Not enough data | Not enough data | 
| **Data Aggregation and Publishing** | Not enough data | Not enough data | 
| **Cost Tracking** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Lifecycle Management** | Not enough data | Not enough data | 
| **Historical Reporting** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Configuration Automation** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Patch Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **IT Cost Management** | Not enough data | Not enough data | 
| **Archiving & Retention** | Not enough data | Not enough data | 
| **Scheduling** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Policy Management** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Rules-Based Workflow** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Business Process Automation** | Not enough data | Not enough data | 
| **Sarbanes-Oxley Compliance** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.9/10 | 8 |
| **Jira Service Management** | 8.6/10 | 106 |

#### Ticket and Case Management

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.7 (5 reviews) | 9.0 (86 reviews) | 
| **Ticket response user experience** | 7.7 (5 reviews) | 9.1 (81 reviews) | 
| **Workflow** | Not enough data | 9.0 (86 reviews) | 
| **Response Automation** | Not enough data | 8.9 (81 reviews) | 
| **SLA Management** | 9.7 (5 reviews) | 8.8 (84 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.8 (83 reviews) | 
| **Ticket Collaboration** | 9.3 (5 reviews) | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.5 (78 reviews) | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (55 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (54 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (41 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (40 reviews) | 
| **Proactive Assistance** | Not enough data | 8.3 (40 reviews) | 

#### Communication Channels

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.9 (81 reviews) | 
| **Email to Case** | Not enough data | 8.9 (80 reviews) | 
| **Chat/Live Support** | Not enough data | 8.3 (75 reviews) | 
| **Social Integration** | Not enough data | 8.1 (71 reviews) | 
| **Voice** | Not enough data | 7.9 (68 reviews) | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | 8.7 (5 reviews) | 8.1 (85 reviews) | 
| **Customization ** | Not enough data | 8.4 (87 reviews) | 
| **User, Role, and Access Management** | 9.0 (5 reviews) | 8.9 (91 reviews) | 
| **Third-Party Integrations** | 9.3 (5 reviews) | 8.8 (86 reviews) | 
| **Reporting** | Not enough data | 8.7 (86 reviews) | 
| **Activity Dashboard** | 8.7 (5 reviews) | 8.7 (83 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.5/10 | 462 |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Change Management** | 8.6 (321 reviews) ✓ Verified | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | 8.4 (349 reviews) ✓ Verified | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.3 (379 reviews) ✓ Verified | 8.9 (173 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | Not enough data | Not enough data | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Ticket Management** | 9.4 (6 reviews) | Not enough data | 
| **Workflow Management** | 9.3 (5 reviews) | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Help Desk** | 9.4 (413 reviews) ✓ Verified | 8.9 (179 reviews) ✓ Verified | 
| **Incident Reports** | 9.1 (374 reviews) ✓ Verified | 8.8 (179 reviews) ✓ Verified | 
| **Process Workflow** | 8.8 (371 reviews) ✓ Verified | 8.9 (181 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Reporting** | 8.5 (317 reviews) ✓ Verified | 9.0 (154 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (318 reviews) ✓ Verified | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | 8.8 (280 reviews) ✓ Verified | 8.7 (149 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (289 reviews) ✓ Verified | 8.6 (145 reviews) ✓ Verified | 
| **Policy Dictation** | 8.1 (226 reviews) ✓ Verified | 8.6 (139 reviews) ✓ Verified | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Ticketing System** | 9.5 (346 reviews) ✓ Verified | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | 8.7 (267 reviews) ✓ Verified | 8.8 (151 reviews) | 
| **Alerting** | 8.7 (265 reviews) ✓ Verified | 8.7 (155 reviews) ✓ Verified | 
| **Automation** | 8.8 (314 reviews) ✓ Verified | 8.9 (155 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (6 reviews) | 8.3 (80 reviews) | 
| **Multi-step Planning** | 6.7 (6 reviews) | 8.5 (80 reviews) | 
| **Cross-system Integration** | 8.6 (14 reviews) | 8.4 (82 reviews) | 
| **Adaptive Learning** | 7.3 (5 reviews) | 8.3 (79 reviews) | 
| **Natural Language Interaction** | 7.8 (6 reviews) | 8.3 (80 reviews) | 
| **Proactive Assistance** | 7.9 (7 reviews) | 8.1 (80 reviews) | 
| **Decision Making** | 7.6 (7 reviews) | 8.3 (81 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 368 |
| **Jira Service Management** | 8.6/10 | 166 |

#### Monitoring

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Constant Monitoring** | 8.3 (265 reviews) ✓ Verified | 8.9 (145 reviews) ✓ Verified | 
| **Timely Alerts** | 8.6 (301 reviews) ✓ Verified | 9.0 (150 reviews) ✓ Verified | 
| **TIcket Accuracy** | 8.8 (318 reviews) ✓ Verified | 9.1 (147 reviews) ✓ Verified | 
| **AI Monitoring** | 6.0 (24 reviews) | 8.5 (70 reviews) | 
| **Mobile Alerts** | Not enough data | Not enough data | 
| **Email Alerts** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Management Tools

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Ticket Assignment** | 9.1 (339 reviews) ✓ Verified | 9.1 (150 reviews) ✓ Verified | 
| **Standardization** | 8.9 (329 reviews) | 9.0 (148 reviews) ✓ Verified | 
| **Lifecycle Visualization** | 8.5 (293 reviews) ✓ Verified | 9.0 (135 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.8 (135 reviews) | 8.0 (76 reviews) | 
| **AI Text Summarization** | 7.8 (134 reviews) | 8.3 (74 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (60 reviews) | 
| **Multi-step Planning** | Not enough data | 8.4 (60 reviews) | 
| **Cross-system Integration** | Not enough data | 8.5 (59 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (60 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (60 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (60 reviews) | 
| **Decision Making** | Not enough data | 8.5 (60 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Safety Incident Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **OSHA Compliance** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Disaster Recovery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Communications Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **IT Incident Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Risk Analysis** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Risk Assessment** | Not enough data | Not enough data | 
| **Incident Reporting** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **On Call Scheduling** | Not enough data | Not enough data | 
| **Investigation Management** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Jira Service Management** | N/A | N/A |

#### Asset Inventory

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Requisition Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Maintenance Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Supplier Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Cost Tracking** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Barcode/Ticket Scanning** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Compliance Tracking** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.9/10 | 153 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **AI Text Summarization** | 7.2 (75 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Knowledge Base** | 8.4 (139 reviews) | Not enough data | 
| **Searchable Articles** | 8.7 (133 reviews) | Not enough data | 
| **Community Forums** | 7.1 (112 reviews) | Not enough data | 
| **Mobile Optimization** | 7.6 (114 reviews) | Not enough data | 
| **Personalization** | 8.2 (133 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Branding** | 8.5 (134 reviews) | Not enough data | 
| **Automation** | 8.7 (139 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.0 (107 reviews) | Not enough data | 
| **Integrations** | 8.0 (129 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.7/10 | 70 |
| **Jira Service Management** | 8.6/10 | 26 |

#### Generative AI

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.7 (69 reviews) | 8.3 (25 reviews) | 

#### Agentic AI - IT Alerting

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (24 reviews) | 
| **Multi-step Planning** | Not enough data | 8.7 (25 reviews) | 
| **Cross-system Integration** | Not enough data | 9.0 (24 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (24 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (24 reviews) | 
| **Proactive Assistance** | Not enough data | 8.7 (24 reviews) | 
| **Decision Making** | Not enough data | 8.7 (24 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.8/10 | 847 |
| **Jira Service Management** | 8.5/10 | 369 |

#### Incident Management

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 9.1 (736 reviews) | 8.7 (312 reviews) | 
| **Ticket Prioritization** | 8.9 (736 reviews) | 8.8 (315 reviews) | 
| **Ticket Notifications** | 9.0 (795 reviews) | 8.8 (330 reviews) | 
| **Knowledge Base** | 8.6 (728 reviews) | 8.5 (281 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | 8.5 (275 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Reporting

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Dashboards** | 8.6 (774 reviews) | 8.5 (316 reviews) | 
| **Time Tracking** | 8.2 (639 reviews) | 8.4 (302 reviews) | 
| **Surveys** | 8.2 (615 reviews) | 8.2 (231 reviews) | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Mobile** | 8.4 (700 reviews) | 8.1 (226 reviews) | 
| **Self Service** | 8.9 (727 reviews) | 8.6 (284 reviews) | 
| **Active Directory** | 8.5 (549 reviews) | 8.5 (236 reviews) | 
| **Multi-Channel Access** | 8.6 (561 reviews) | 8.4 (232 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 6.4 (6 reviews) | 8.3 (75 reviews) | 
| **Multi-step Planning** | 6.4 (6 reviews) | 8.2 (73 reviews) | 
| **Cross-system Integration** | 6.7 (6 reviews) | 8.4 (79 reviews) | 
| **Adaptive Learning** | 6.4 (7 reviews) | 8.5 (73 reviews) | 
| **Natural Language Interaction** | 6.9 (6 reviews) | 8.3 (72 reviews) | 
| **Proactive Assistance** | 5.8 (6 reviews) | 8.5 (74 reviews) | 
| **Decision Making** | 5.8 (6 reviews) | 8.6 (73 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 364 |
| **Jira Service Management** | N/A | N/A |

#### Analysis

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Threat Detection** | 7.5 (173 reviews) | Not enough data | 

#### Platform

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Unified Communications Platform** | 8.3 (232 reviews) | Not enough data | 
| **Remote Access** | 8.2 (212 reviews) | Not enough data | 
| **ITIL Policy Compliance** | 8.7 (255 reviews) | Not enough data | 
| **Asset Tracking** | 8.4 (283 reviews) | Not enough data | 
| **IT Knowledge Management** | 8.7 (315 reviews) | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Security

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Endpoint Protection** | 7.8 (178 reviews) | Not enough data | 
| **Patch Management** | 7.0 (107 reviews) | Not enough data | 
| **Disaster Recovery** | 7.5 (166 reviews) | Not enough data | 
| **Service Management** | 8.9 (283 reviews) | Not enough data | 
| **Workflow Management** | 8.8 (286 reviews) | Not enough data | 
| **Remote Monitoring & Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 

#### Agentic AI - Enterprise IT Management

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | Jira Service Management | 
|---|---|---|
| **Audit Trail** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Security Tools** | Not enough data | Not enough data | 
| **Server Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization and Recommendation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **IT Reporting** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Issue Auditing** | Not enough data | Not enough data | 
| **Dashboard** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshservice (4):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)



---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | Jira Service Management | 
|---|---|---|
| **Small-Business** | 17.8% | 19.0% | 
| **Mid-Market** | 61.6% | 43.2% | 
| **Enterprise** | 20.6% | 37.8% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.4%
- **Construction:** 4.4%
- **Hospital & Health Care:** 3.5%
- **Education Management:** 3.5%
- **Financial Services:** 3.3%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.3%
- **Marketing and Advertising:** 1.9%
- **Other:** 50.1%

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **Financial Services:** 5.0%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.6%

---
## Alternatives

### Alternatives to Freshservice

- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5034 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1951 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (251 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Remote Monitoring and Management](https://www.g2.com/products/remote-monitoring-and-management/reviews) — 4.6/5 stars (1260 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7061 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (972 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

### Alternatives to Jira Service Management

- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (251 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1951 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Remote Monitoring and Management](https://www.g2.com/products/remote-monitoring-and-management/reviews) — 4.6/5 stars (1260 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (972 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (295 reviews)

---
## Top Discussions

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "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..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshservice-vs-jira-service-management)