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."Freshservice's best feature is its user-friendliness."
"There is a nice user interface."
"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."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Ability to scan barcodes and a great search feature."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"We found the initial setup to be very simple."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Its integration is most valuable. It is pretty open for integration."
"The visibility features are great."
"The customer portal allows users to register tickets themselves."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"The initial setup is pretty easy."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"Transparency of the system helps both internal and external persons involved."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The round robin ticketing feature that they have is not ideal."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"A chat bot needs to be added to the portal."
"Freshservice could improve the delegation and workflow management features."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"The pricing could be better."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"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."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"Lacks an interface where the customer can report issues."
"They need to work on the speed of Jira."
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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