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Compare Freshservice and Jira Service Management 
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At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (42.9% of reviews)
Entry-Level Pricing
$19.00
0/agent/month
Freshservice
Star Rating
(1,307)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansJira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (42.9% of reviews)
Pros & Cons
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.
- Reviews say that Freshservice excels in ease of use with a score of 9.2, while Jira Service Management lags behind at 8.2. Users report that Freshservice's intuitive interface makes it simple for teams to navigate and manage tickets effectively.
- Users on G2 mention that Freshservice offers superior quality of support, scoring 9.0 compared to Jira's 8.3. Reviewers highlight the responsiveness and helpfulness of Freshservice's support team, which enhances the overall user experience.
- Reviewers mention that Freshservice shines in ticket automation features, scoring 9.1 for automating ticket routing, while Jira Service Management scores 8.7. Users appreciate how Freshservice streamlines ticket management, allowing for quicker resolutions.
- Users report that Freshservice's incident reporting capabilities are robust, with a score of 9.1, compared to Jira's 8.9. Reviewers highlight the detailed insights and analytics provided by Freshservice, which help in identifying recurring issues.
- G2 users note that Freshservice has a better overall product direction with a score of 9.5, while Jira Service Management scores 8.5. Reviewers mention that Freshservice consistently updates its features based on user feedback, ensuring the product evolves to meet customer needs.
- Users say that Freshservice's mobile capabilities score 8.4, which is higher than Jira's 8.0. Reviewers appreciate the mobile app's functionality, allowing them to manage tickets and respond to requests on the go, enhancing productivity.
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
1,167
8.7
844
Ease of Use
9.2
1,169
8.2
851
Ease of Setup
8.8
952
8.0
459
Ease of Admin
9.0
956
8.0
362
Quality of Support
9.0
1,127
8.4
728
Has the product been a good partner in doing business?
9.1
931
8.7
339
Product Direction (% positive)
9.5
1,154
8.7
813
Features by Category
Ticket and Case Management
Not enough data
9.0
82
Not enough data
9.0
80
Not enough data
8.9
81
Not enough data
8.9
79
Not enough data
8.8
78
Not enough data
8.8
80
Not enough data
9.2
79
Not enough data
8.5
77
Generative AI
Not enough data
7.9
54
Not enough data
7.9
53
Agentic AI - Help Desk
Not enough data
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Communication Channels
Not enough data
8.9
80
Not enough data
8.9
80
Not enough data
8.3
73
Not enough data
8.1
71
Not enough data
7.9
68
Platform
Not enough data
8.1
83
Not enough data
8.4
85
Not enough data
8.8
86
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Administration
8.6
320
|
Verified
8.9
165
|
Verified
8.4
345
|
Verified
8.5
159
|
Verified
8.4
373
|
Verified
8.9
171
|
Verified
Service Desk
9.4
402
|
Verified
8.9
177
|
Verified
9.1
377
|
Verified
8.8
177
|
Verified
8.8
369
|
Verified
8.8
176
|
Verified
Management
8.5
312
|
Verified
9.0
153
|
Verified
8.9
319
|
Verified
8.9
147
|
Verified
8.8
283
|
Verified
8.7
148
|
Verified
8.5
285
|
Verified
8.6
144
|
Verified
8.2
230
|
Verified
8.6
139
|
Verified
Functionality
9.4
333
|
Verified
9.2
159
|
Verified
8.7
271
|
Verified
8.8
149
8.7
268
|
Verified
8.7
154
|
Verified
8.8
302
|
Verified
8.9
152
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
8.3
80
7.8
9
8.5
79
8.0
9
8.3
80
7.6
9
8.3
79
7.4
9
8.3
80
8.1
9
8.1
80
8.3
9
8.3
81
Monitoring
8.3
267
|
Verified
8.9
145
|
Verified
8.6
303
|
Verified
9.0
149
|
Verified
8.8
320
|
Verified
9.1
146
|
Verified
6.1
25
8.5
69
Management Tools
9.1
341
|
Verified
9.1
149
|
Verified
8.9
331
9.0
148
|
Verified
8.5
295
|
Verified
9.0
135
|
Verified
Generative AI
7.8
136
8.0
76
7.8
135
8.3
74
Agentic AI - Incident Management
5.6
6
8.3
60
5.6
6
8.4
60
5.8
6
8.5
59
7.0
5
8.6
60
6.3
5
8.6
60
7.0
5
8.6
60
7.0
5
8.5
60
Generative AI
7.2
75
Not enough data
Self-Service Experience
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Not enough data
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
8.3
25
Agentic AI - IT Alerting
Not enough data
8.4
24
7.0
5
8.7
24
7.0
5
9.0
24
7.0
5
8.5
24
Not enough data
8.5
24
7.0
5
8.7
24
7.0
5
8.7
24
Incident Management
9.1
736
8.7
305
8.9
739
8.8
314
9.0
792
8.8
324
8.6
728
8.4
279
8.6
693
8.5
275
Reporting
8.6
774
8.5
308
8.2
637
8.4
301
8.2
616
8.2
231
Access & Usability
8.4
702
8.1
227
8.9
725
8.6
275
8.5
550
8.5
236
8.7
562
8.4
231
Agentic AI - Service Desk
7.1
8
8.2
74
6.7
8
8.2
74
7.1
8
8.2
71
6.7
8
8.5
74
7.1
8
8.2
73
6.7
8
8.4
74
6.7
8
8.5
74
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
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
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.3%
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
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
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...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
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
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