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 is a stable solution. My company hasn't faced any problems with the solution."
"Freshservice's best feature is its user-friendliness."
"The overall functionality of the product is excellent."
"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."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"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."
"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."
"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."
"With the help of Jira, tasks are less likely to remain stagnant for a long time. We always see them somewhere on the board."
"Integration is good."
"Jira is flexible and accessible for the end-user. It lets users track their requests. The look and feel are good for our purposes."
"Everything is tracked in one place."
"The agile framework works well, and I pretty much live by that. Everything, such as sprint management, is laid out."
"It is a complete solution. It has more features as compared to other tools, especially the open-source one that we use. It is also easy to administer."
"The ability to design your own workflows is a great feature."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"It's hard to interact directly with the users themselves."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"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."
"Their analytics need improvement."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"We'd like better integration with other products."
"Sometimes the screens can be a bit too busy. There's often a lot of information on the screen. I think paring things down and applying some UX improvements might enhance the look and feel of the interface."
"What I don't like is that perhaps there are not so many different apps that can add value over the management side of the product."
"They are not supporting in-house servers anymore and I think I've got until January to port this to something else."
"The solution could improve by having its own tool for quality lifecycle management."
"Jira's collaboration and integration with other apps and tools could be improved."
"The permissions can be challenging to get right."
"The features are not intuitive. It would be good if there were templates."
"While it's very powerful, it's very complex sometimes."
Freshservice is ranked 10th in Project Management Software with 29 reviews while Jira is ranked 5th in Project Management Software with 262 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, Zendesk, Microsoft Project 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.