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."The solution has been stable."
"Freshservice's best feature is its user-friendliness."
"It allowed the development team to concentrate on the client’s requirements instead."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"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 most valuable features of Freshservice are the notifications, customization, and flexibility."
"We found the initial setup to be very simple."
"It makes the IT department more transparent and helps the employees."
"It scales well."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The most valuable feature of this solution is that it is user-friendly."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"The most valuable features of this solution are Incident and Request Management."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"I am not too happy with the page layout or screen layout since it always looks messy."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"The chat portal is not that great."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"Their analytics need improvement."
"The analytics could be better."
"It's hard to interact directly with the users themselves."
"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."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"I think the performance can be better."
"Cost has prohibited us from switching entirely to this solution."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"The product could improve its asset management."
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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