We performed a comparison between Freshservice and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"It allowed the development team to concentrate on the client’s requirements instead."
"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 overall functionality of the product is excellent."
"The solution has been stable."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Depending on the size of your organization, is pretty standard and useful."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"I think one of the most valuable things is that it's all integrated."
"Provides excellent management features."
"It scales well."
"The initial setup is straightforward."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The most valuable features are the management tools."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"This is a flexible tool for logging and tracking issues efficiently."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The analytics could be better."
"Freshservice could improve the integration with Microsoft Outlook."
"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."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"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."
"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."
"Not integrated with Google."
"The product could improve its asset management."
"It is difficult to navigate if you don't have any prior knowledge."
"The performance in cloud service management could be improved."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"Generally requires the purchase of additional plugins."
"The pricing could be better."
"The deployment can be a bit complex, especially for those who are not technical."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while JIRA Service Management is ranked 2nd in Help Desk Software 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, Zendesk, Microsoft Project, ManageEngine ServiceDesk Plus and HaloITSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and IBM Maximo. See our Freshservice vs. JIRA Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
