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 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."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Depending on the size of your organization, is pretty standard and useful."
"We found the initial setup to be very simple."
"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 have found the structure, functionality, and how Jira handles the tickets most valuable."
"The product is good, stable and very cost-effective for small teams."
"The user story map is excellent. The features can be composed into stories and they can be allocated to each of the sprints in a program increment. It allows you to see all that in the user story map, and you have various dashboards to see the stories in various views. You can see them as a backlog view, for example, or you can see as an actual sprint view."
"Jira is flexible and accessible for the end-user. It lets users track their requests. The look and feel are good for our purposes."
"The feature that I have found most valuable is its ease of use. I don't need to train anyone to use it, I just give them access and they can use it to add comments, move their issues, change the status, monitor, read, and so on."
"This is our way of communicating with different teams. We are a global company. I am based in San Diego, for example. A lot of the BAs are based in Paris. The development team is based in Minsk. We absolutely need to be in constant communication and on the same page."
"Its visual display and ease of use are most valuable."
"It improved communication, as it was a popular tool, and most people enjoyed using it."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"A chat bot needs to be added to the portal."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"I am not too happy with the page layout or screen layout since it always looks messy."
"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 stability could be improved."
"Jira could be more, for example, like Micro Focus, which is what I mostly work with currently."
"In general, although we use JIRA, we never really learned how to use it properly. The learning curve of the solution is high. It has a lot of power, and yet we don't understand its capabilities."
"I want the tool to integrate connectors."
"I'd like some more features around software testing. I'd like to see some more stuff done around data testing. That's what I'm most interested in."
"The automation feature needs to be more user-friendly."
"The tool should improve its pricing."
"Sometimes it takes time to load the data."
Freshservice is ranked 9th in Project Management Software with 29 reviews while Jira is ranked 4th 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.
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