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."We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"It allowed the development team to concentrate on the client’s requirements instead."
"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."
"You can just register and within five to minute minutes, you are ready to go."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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."
"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."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"Provides excellent management features."
"The dashboards in Jira have been the most useful feature."
"It's easy to set up the solution."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"Auditing team uses this solution to track audit findings and follow-up."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"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."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The chat portal is not that great."
"Their analytics need improvement."
"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."
"Freshservice's technical support has issues with delays and translations."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"In-built chat is missing in JIRA Service Management."
"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."
"There is room for improvement in support."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
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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