Freshservice vs JIRA Portfolio comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshservice and JIRA Portfolio 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.
To learn more, read our detailed Freshservice vs. JIRA Portfolio Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""There is a nice user interface.""Freshservice's best feature is its user-friendliness.""We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property.""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.""We found the initial setup to be very simple.""Depending on the size of your organization, is pretty standard and useful.""The most valuable features of Freshservice are the notifications, customization, and flexibility."

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"Portfolio's most valuable features are that it's user-friendly and customer-centric.""The valuable features of the JIRA Portfolio are the customization it provides which is very useful and the Agile project management capability.""The most valuable feature is that it fits very well into an agile framework, and it is especially helpful with the planning aspects.""Version management is the most valuable feature of JIRA Portfolio.""The developers can simplify tasks and each one of them can undertake a task and then they continue with development. Our processes are more efficient and easier for our manager and developers to track them. Their work is more organized.""The tool helps us achieve more within the stipulated timeline and budget.""The initial setup is simple.""Portfolio helps us increase the visibility of projects' status and management with remote workers who make up most of the company."

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Cons
"Freshservice could improve the integration with Microsoft Outlook.""A chat bot needs to be added to the portal.""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.""The analytics could be better.""There are some limitations in reporting. For example, I would like to have a report of conversations or replies.""Not integrated with Google.""We'd like better integration with other products.""Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

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"Converting a task into an epic is very troublesome.""If I get a feature but there is not a user story, and I want to know which epic it belongs to, it is really hard to figure out.""This solution is not able to be integrated with other solutions because you have to upgrade it and pay for more licensing.""With Jira, an issue that arises is the length of time it takes to show certain data.""The initial setup could use improvement.""n the next version I would like to see better reporting and safer plugins, as well as easier scalability.""It's got kind of a steep learning curve.""I think that front-end development is a little bit buggy in some cases. Some of the features take a while to respond and some need to be more clear."

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Pricing and Cost Advice
  • "It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • "The price of Freshservice could improve, it is expensive."
  • "It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • More Freshservice Pricing and Cost Advice →

  • "This solution has a comparable pricing in comparison to other similar products on the market."
  • "The pricing of the solution is expensive."
  • "We only have nine people using it so we have a standard cost of $150 dollar per year. There are only additional costs if you exceed the limit of users, then you start paying by user. The cost is significantly higher."
  • "The pricing continues to get higher."
  • "The product is really not very expensive."
  • "We pay our fees annually, although monthly payments are also available."
  • "The price could be improved."
  • "We have a license to use JIRA Portfolio, we are not using the free version."
  • More JIRA Portfolio Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 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… more »
    Top Answer:The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it… more »
    Top Answer:I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features… more »
    Top Answer:I use it to plan and schedule the things I take care of. I can create and share a document if I want to discuss new ideas with my team remotely.
    Top Answer:I rate the pricing a six out of ten on a scale where one is cheap and ten is expensive.
    Top Answer:We are based in India; I would like the product to integrate local pricing. We earn in rupees but spend in dollars. Its pricing could also be lowered.
    Ranking
    10th
    Views
    664
    Comparisons
    490
    Reviews
    20
    Average Words per Review
    748
    Rating
    8.2
    Views
    1,075
    Comparisons
    869
    Reviews
    30
    Average Words per Review
    478
    Rating
    8.2
    Comparisons
    Also Known As
    Flint
    Portfolio for JIRA
    Learn More
    Overview

    Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

    Freshservice Features

    Freshservice has many valuable key features. Some of the most useful ones include:

    • ITIL-aligned processes
    • Intelligent AI/ML capabilities
    • Advanced CSAT
    • Extensible platform
    • Self-service portal
    • Smart automations
    • Service catalog
    • Effective monitoring and alerting
    • Out-of-box analytics
    • Mobile app
    • Marketplace apps

    Freshservice Benefits

    There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

    • Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.
    • Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
    • Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
    • Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
    • Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
    • Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

    A Senior Helpdesk at a non-profit says, “I 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.”

    PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

    A Network Analyst at a real estate/law firm shares, "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."

    Jira Portfolio is an agile roadmapping tool designed to help teams build plans, envision the big picture, track progress, and share the process with stakeholders.

    Jira Portfolio is planned based. A plan in Portfolio is a complete view of the tasks, teams, and release dates for your Jira projects.

    Once you start to create a plan, there are three main factors you need to define: 

    • Scope: A list of tasks that need to be carried out in order to complete the plan.
    • Teams: Who will be implementing the work? With the correct data in place, Portfolio can estimate how long it will take for the team to complete their tasks.
    • Releases: Your scheduled release date.

    With Jira Portfolio, you can create a visual timeline to gain visibility across each of your teams and projects in a single place from a granular level and review cross-team and cross-project dependencies to prevent bottlenecks. This visibility can help you plan realistic release dates and manage your team’s capacity. The solution allows you to try out different scenarios with your roadmap and resources to help guide your decision making. Once you have a solid plan, you can easily integrate with Jira Software and commit your changes.

    Jira Portfolio allows managers to easily add team members. The tool’s powerful scheduling algorithm assigns tasks to teams while taking priorities and dependencies into account so it can create a realistic forecast for project completion. 

    Jira Portfolio Benefits

    Some of the top benefits of using Jira Portfolio include:

    • Roadmaps and roadmaps dependencies: Roadmaps list details about the tasks that need to be executed in order to complete a project, as well as predictions for when they will be completed, which teams are in charge of the task, and a list of resources they require. By setting dependencies on your team’s roadmaps, unnecessary bottlenecks are avoided.  
    • Integration with Jira: Jira Portfolio is dynamically integrated with your Jira Software project data and constantly pulls your latest data from Jira Software, allowing you to plan your projects with updated information.
    • Envision scenarios: Create what-if scenarios and save them to Jira if you decide to adopt them.
    • Reporting: Share capacity reports and more to allow team members and stakeholders to gain visibility and insights into the process.
    • Task completion estimation methods: Estimate how long a specific task will take and compare these estimations with the actual time to completion to help assess team performance and efficiency and improve the accuracy of estimation calculations over time. 

    Reviews from Real Users

    Jira Portfolio stands out among its competitors for a number of reasons. Two major ones are its roadmap creation tools and its flexibility.

    Meeta L., a lead product manager at a tech vendor, says, “The valuable features of the JIRA Portfolio are the customization it provides which is very useful and the Agile project management capability.”

    Juan P., a senior IT project manager at Avantica, writes, “Portfolio helps us increase the visibility of projects' status and management with remote workers who make up most of the company.”

    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    Rosetta Stone, Sprint, UBS, Workday, Expedia, J.P. Morgan
    Top Industries
    REVIEWERS
    Financial Services Firm18%
    Manufacturing Company18%
    Comms Service Provider18%
    Insurance Company12%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Manufacturing Company6%
    Government6%
    Educational Organization5%
    REVIEWERS
    Computer Software Company36%
    Manufacturing Company16%
    Educational Organization12%
    Financial Services Firm8%
    VISITORS READING REVIEWS
    Financial Services Firm20%
    Computer Software Company16%
    Manufacturing Company10%
    Government7%
    Company Size
    REVIEWERS
    Small Business61%
    Midsize Enterprise4%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business21%
    Midsize Enterprise17%
    Large Enterprise62%
    REVIEWERS
    Small Business22%
    Midsize Enterprise24%
    Large Enterprise53%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise10%
    Large Enterprise75%
    Buyer's Guide
    Freshservice vs. JIRA Portfolio
    March 2024
    Find out what your peers are saying about Freshservice vs. JIRA Portfolio and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Freshservice is ranked 10th in Project Management Software with 29 reviews while JIRA Portfolio is ranked 4th in Enterprise Agile Planning Tools with 46 reviews. Freshservice is rated 8.0, while JIRA Portfolio is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of JIRA Portfolio writes "Powerful, flexible solution with a bit of a learning curve". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas JIRA Portfolio is most compared with Jira Align, Oracle Primavera Portfolio Management, Adobe Workfront, Microsoft Project Server and Microsoft Azure DevOps. See our Freshservice vs. JIRA Portfolio 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.