We performed a comparison between Freshservice and Jira based on real PeerSpot user reviews.
Find out in this report how the two Project Management Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution’s timely automated triggers increase our IT team’s productivity."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"It allowed the development team to concentrate on the client’s requirements instead."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"There are a lot of different plugins for Jira. Unfortunately, we did not test so many and the big pain point for us is the rigorous handling and the roadmap of Jira. We have a portfolio and structure plugin and we have our story map plugin in Jira"
"The solution's most valuable features revolve around the dashboard view, which has a burndown chart indicating progress."
"The most valuable feature is its flexibility."
"Overall, it is very intuitive. It is so lightweight and easy to use. It is easy to manage our product backlog and user stories, and it produces great reports."
"The informatics is the most valuable feature. It captures what we need."
"This is our way of communicating with different teams. We are a global company. I am based in San Diego, for example. A lot of the BAs are based in Paris. The development team is based in Minsk. We absolutely need to be in constant communication and on the same page."
"It's easy to deploy."
"The customization and tailoring of the workflows have proven to be very useful."
"We'd like better integration with other products."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"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."
"A chat bot needs to be added to the portal."
"The chat portal is not that great."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"It would be ideal if the solution could be available as a mobile application."
"Out-of-the-box reporting is limited. It would be helpful if more customisation was possible."
"There are some features and reports we need that are not there. For example, if I have to find out the capacity of the current sprint by user and compare it with the previous sprint, that visibility isn't there."
"There needs to be an easier way to capture a few metrics. I wish there was an easy way for Jira to explain to me what has been added after the sprint has been done. Currently, it is a bit difficult for me to tell. In addition, when rolling over stories from one sprint to another, it is kind of difficult for me to find out how many story points were actually rolled over without going into Jira and doing an analysis. I wish Jira would somehow aggregate that information for me so I can easily report about it."
"What I don't like is that perhaps there are not so many different apps that can add value over the management side of the product."
"Although it covers the overall requirements and measurements, it'll help if they had their own test execution feature."
"I would like to have a future-proof idea of the cost and the roadmap for my class."
"Scripts should be more readily available for implementing projects."
Freshservice is ranked 9th in Project Management Software with 29 reviews while Jira is ranked 4th in Project Management Software with 266 reviews. Freshservice is rated 8.0, while Jira 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 writes "A great centralized tool that has a good agile framework and is useful for day-to-day planning, task management, and work log efficacy". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Jira is most compared with Microsoft Azure DevOps, IBM Rational DOORS, OpenText ALM Octane, Rally Software and Polarion ALM. See our Freshservice vs. Jira report.
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