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."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 solution’s timely automated triggers increase our IT team’s productivity."
"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."
"Ability to scan barcodes and a great search feature."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"It is a stable solution. My company hasn't faced any problems with the solution."
"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 is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"Issue linking has enabled teams to trace issues."
"The most valuable features in Jira are the dashboard, reports, and boards that help us to control the advancement of the project."
"A most valuable feature involves the ability to customize the entries and to update them quickly."
"I like the test cases in Jira. The orange dash items view was great, and I like the features and layout of the data. It's quite different, and people are now getting their items so quickly."
"We like team collaboration and cross-functional collaboration."
"I was able to do real-time reports myself without having to wait for data import."
"The two features that have been most valuable have been backlog management and sprint planning and tracking."
"It allows you to do a lot of stuff, and the functionality is pretty rich. It integrates well with other products, like GitLab, that we are currently intensely using at the company."
"Their analytics need improvement."
"Freshservice's technical support has issues with delays and translations."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Freshservice could improve the delegation and workflow management features."
"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."
"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."
"Freshservice could improve the integration with Microsoft Outlook."
"Integration with some of the automation tools could be improved."
"They could improve the solution by having a multiple project dashboard to be able to manage many projects KPI's at once, this would really be helpful."
"When you first start to use the interface, it is confusing."
"Stability is an area of concern and it needs improvement, otherwise, it's a good product."
"The tool lacks support for testing aspects, which means we often rely on integrations with other tools for testing purposes. If Jira could incorporate testing modules within its platform, it would eliminate the need for external integrations."
"I'm mostly focusing on the requirements traceability with my thesis, the integration could improve for other tools. The companies are not only using Jira. For example, for the test cases or for the documents templates, we are using Polarion and we have been having some integration issues."
"The solution needs more integrations with Azure DevOps OnPrem."
"In Jira, sometimes developers are not getting alerts when Jira is moving out of the SLA to the product development team."
Freshservice is ranked 10th in Project Management Software with 29 reviews while Jira is ranked 5th in Project Management Software with 265 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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