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 most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"There is a nice user interface."
"It allowed the development team to concentrate on the client’s requirements instead."
"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."
"We found the initial setup to be very simple."
"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."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The solution’s timely automated triggers increase our IT team’s productivity."
"Useful for tracking issues with development."
"A good organizational tool."
"Developing processes is easy and user-friendly."
"It scales well."
"JSM's best feature is the integration with other Jira products."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The initial setup is pretty easy."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"It's hard to interact directly with the users themselves."
"The round robin ticketing feature that they have is not ideal."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"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 reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"A chat bot needs to be added to the portal."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"Integration could be improved."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
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, BMC Helix ITSM, Freshdesk and Device42. 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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