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 has been stable."
"It is a stable solution. My company hasn't faced any problems with the solution."
"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."
"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."
"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."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The solution’s timely automated triggers increase our IT team’s productivity."
"There is a nice user interface."
"I enjoy working with (and can recommend) Jira for a number of reasons. The best features are that it is friendly and provides good visibility. It's to the point and very effective."
"We love the bulk edit feature. Jira also integrates well with Bitbucket."
"The most valuable feature of Jira is the reporting feature, which allows us to track our team's tasks."
"This product provides you a good view of the status of your projects."
"It is very flexible, so we can do pretty much what we want with it."
"The most valuable feature is the feature of assigning. Whenever I have an issue, Jira doesn't stop at just letting me describe the issue. I can also assign the issue to a developer, and the developer gets notified about it. After he is able to work on it, he can update the status and revert back to me through the same platform. It really avoids a lot of communication over email and phone. This the feature that I really like about Jira. I always use Jira with my team."
"JIRA's technical support is absolutely fantabulous. I had used it in the past when I was working at my previous organization. And when we wanted to link it with a framework, they helped us out with the API we were looking for."
"Integrates with other components."
"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."
"The round robin ticketing feature that they have is not ideal."
"It's hard to interact directly with the users themselves."
"Freshservice could improve the delegation and workflow management features."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Freshservice's technical support has issues with delays and translations."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Once a story is closed, all the records, versions, and documentation associated with it are gone. We lose the traceability of what was done."
"For our company, we're thinking about not only project management solutions but also collaboration solutions, and maybe if Jira had a chart or quick commenting option, it would be great."
"The way to configure it can definitely be improved. It is very difficult and complex to configure. Its configuration should be simplified."
"As the solution is highly configurable, it has very poor governance."
"Could be more stable with more integrations."
"It is not intuitive."
"I have had problems with performance and unresponsiveness. All of a sudden, the performance slowed down, and I had a number of users that could not use the tool."
"It's also difficult to migrate through, things don't always tie-up. It's not easy to use."
Freshservice is ranked 10th in Project Management Software with 29 reviews while Jira is ranked 5th 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.
See our list of best Project Management Software vendors.
We monitor all Project Management 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.
