We performed a comparison between Freshservice and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"We found the initial setup to be very simple."
"The solution’s timely automated triggers increase our IT team’s productivity."
"There is a nice user interface."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The dashboards are nicely laid out."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"This solution has helped us a great deal in project management tracking and forecasting."
"The stability of JIRA Service Management is good."
"This is the most complete and versatile enterprise task management product and issue tracker."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice's technical support has issues with delays and translations."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"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."
"The analytics could be better."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Their analytics need improvement."
"I am not too happy with the page layout or screen layout since it always looks messy."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"The pricing could be better."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"Generally requires the purchase of additional plugins."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Freshservice is rated 8.0, while JIRA Service Management 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 Service Management writes "Customizable, stable, and integrates well". Freshservice is most compared with ServiceNow, Zendesk, Microsoft Project, ManageEngine ServiceDesk Plus and HaloITSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and IBM Maximo. See our Freshservice vs. JIRA Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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