Compare Freshservice vs. JIRA Service Desk

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1,824 views|1,336 comparisons
JIRA Service Desk Logo
8,776 views|7,117 comparisons
Most Helpful Review
Find out what your peers are saying about Freshservice vs. JIRA Service Desk and other solutions. Updated: January 2021.
456,249 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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.""The overall functionality of the product is excellent."

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"The most valuable feature of this solution is that it is user-friendly.""This is a flexible tool for logging and tracking issues efficiently.""This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.""The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.""I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."

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Cons
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.""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."

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"This solution lacks features for project management.""It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)""JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""The solution should be more formalized. It could be more user-friendly.""During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."

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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."

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"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""The pricing is very competitive and I think that it is okay.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product."

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Questions from the Community
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Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance.
Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive
Ranking
11th
out of 53 in Help Desk Software
Views
1,824
Comparisons
1,336
Reviews
2
Average Words per Review
855
Rating
8.5
2nd
out of 53 in Help Desk Software
Views
8,776
Comparisons
7,117
Reviews
18
Average Words per Review
550
Rating
7.8
Popular Comparisons
Compared 39% of the time.
Compared 6% of the time.
Compared 6% of the time.
Compared 28% of the time.
Compared 6% of the time.
Compared 5% of the time.
Also Known As
Flint
Learn
Freshworks
Atlassian
Overview

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
Offer
Learn more about Freshservice
Learn more about JIRA Service Desk
Sample Customers
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transportmgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider18%
Media Company10%
Healthcare Company7%
REVIEWERS
Computer Software Company38%
Retailer25%
Transportation Company13%
Insurance Company13%
VISITORS READING REVIEWS
Computer Software Company28%
Comms Service Provider22%
Government8%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business71%
Midsize Enterprise14%
Large Enterprise14%
REVIEWERS
Small Business61%
Midsize Enterprise13%
Large Enterprise26%
Find out what your peers are saying about Freshservice vs. JIRA Service Desk and other solutions. Updated: January 2021.
456,249 professionals have used our research since 2012.

Freshservice is ranked 11th in Help Desk Software with 2 reviews while JIRA Service Desk is ranked 2nd in Help Desk Software with 18 reviews. Freshservice is rated 8.6, while JIRA Service Desk is rated 7.8. The top reviewer of Freshservice writes "Easy to use and implement with a good user interface". On the other hand, the top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". Freshservice is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Zendesk Guide and ConnectWise Automate, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Remedyforce, IBM Maximo and Zendesk Guide. See our Freshservice vs. JIRA Service Desk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk 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.