Introducing G2.ai, the future of software buying.Try now
Compare Freshservice and Jira Service Management 
Featured Products
Sponsored
SysAid
(694)
Customer Self-Service
Visit Website
Sponsored
ManageEngine ServiceDesk Plus
(233)
Customer Self-Service
Visit Website
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (52.5% of reviews)
Entry-Level Pricing
$19.00
0/agent/month
Freshservice
Star Rating
(1,299)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansJira Service Management
Star Rating
(945)4.3 out of 5
Market Segments
Mid-Market (52.5% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Reviews say that Freshservice excels in ease of use with a score of 9.2, while Jira Service Management lags behind at 8.2. Users report that Freshservice's intuitive interface makes it simple for teams to navigate and manage tickets effectively.
- Users on G2 mention that Freshservice offers superior quality of support, scoring 9.0 compared to Jira's 8.3. Reviewers highlight the responsiveness and helpfulness of Freshservice's support team, which enhances the overall user experience.
- Reviewers mention that Freshservice shines in ticket automation features, scoring 9.1 for automating ticket routing, while Jira Service Management scores 8.7. Users appreciate how Freshservice streamlines ticket management, allowing for quicker resolutions.
- Users report that Freshservice's incident reporting capabilities are robust, with a score of 9.1, compared to Jira's 8.9. Reviewers highlight the detailed insights and analytics provided by Freshservice, which help in identifying recurring issues.
- G2 users note that Freshservice has a better overall product direction with a score of 9.5, while Jira Service Management scores 8.5. Reviewers mention that Freshservice consistently updates its features based on user feedback, ensuring the product evolves to meet customer needs.
- Users say that Freshservice's mobile capabilities score 8.4, which is higher than Jira's 8.0. Reviewers appreciate the mobile app's functionality, allowing them to manage tickets and respond to requests on the go, enhancing productivity.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Free Trial
Freshservice
Free Trial is available
Jira Service Management
Free Trial is available
Ratings
Meets Requirements
8.9
1,163
8.7
838
Ease of Use
9.2
1,165
8.2
844
Ease of Setup
8.8
948
8.0
452
Ease of Admin
9.0
955
8.0
359
Quality of Support
9.0
1,123
8.4
723
Has the product been a good partner in doing business?
9.1
930
8.7
336
Product Direction (% positive)
9.5
1,150
8.7
807
Features by Category
Ticket and Case Management
Not enough data
9.0
82
Not enough data
9.0
80
Not enough data
8.9
81
Not enough data
8.9
79
Not enough data
8.8
78
Not enough data
8.8
80
Not enough data
9.2
79
Not enough data
8.5
78
Generative AI
Not enough data
8.0
55
Not enough data
7.9
54
Agentic AI - Help Desk
Not enough data
8.4
42
Not enough data
8.6
41
Not enough data
8.4
41
Communication Channels
Not enough data
8.9
81
Not enough data
8.9
81
Not enough data
8.3
74
Not enough data
8.1
72
Not enough data
7.9
69
Platform
Not enough data
8.1
83
Not enough data
8.5
85
Not enough data
8.8
84
Not enough data
8.9
80
Not enough data
8.7
82
Not enough data
8.7
79
Administration
8.6
316
|
Verified
8.9
166
|
Verified
8.4
341
|
Verified
8.5
160
|
Verified
8.3
369
|
Verified
8.9
171
|
Verified
Service Desk
9.4
398
|
Verified
8.9
177
|
Verified
9.1
373
|
Verified
8.8
177
|
Verified
8.8
365
|
Verified
8.8
176
|
Verified
Management
8.5
308
|
Verified
9.0
153
|
Verified
8.9
315
|
Verified
8.9
148
|
Verified
8.8
279
|
Verified
8.7
149
|
Verified
8.5
281
|
Verified
8.6
144
|
Verified
8.2
226
|
Verified
8.6
140
|
Verified
Functionality
9.4
329
|
Verified
9.1
158
|
Verified
8.7
267
|
Verified
8.8
150
8.8
264
|
Verified
8.7
155
|
Verified
8.8
298
|
Verified
8.9
152
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.7
5
8.3
81
8.0
5
8.5
80
8.7
5
8.3
80
8.0
5
8.4
80
7.7
5
8.3
81
8.7
5
8.2
81
8.7
5
8.3
82
Monitoring
8.3
265
|
Verified
8.9
146
|
Verified
8.6
301
|
Verified
9.0
150
|
Verified
8.8
318
|
Verified
9.1
147
|
Verified
6.2
23
8.5
70
Management Tools
9.1
339
|
Verified
9.1
149
|
Verified
8.9
329
9.0
148
|
Verified
8.5
293
|
Verified
9.0
136
|
Verified
Generative AI
7.8
134
8.1
77
7.8
133
8.3
75
Agentic AI - Incident Management
Not enough data
8.4
61
Not enough data
8.4
61
Not enough data
8.5
60
Not enough data
8.6
61
Not enough data
8.6
61
Not enough data
8.6
61
Not enough data
8.6
61
Generative AI
7.2
73
Not enough data
Self-Service Experience
8.4
134
Not enough data
8.7
130
Not enough data
7.2
110
Not enough data
7.6
112
Not enough data
8.2
131
Not enough data
Self-Service Platform
8.5
132
Not enough data
8.7
136
Not enough data
7.2
105
Not enough data
8.0
127
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
68
8.3
25
Agentic AI - IT Alerting
Not enough data
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Incident Management
9.1
734
8.7
303
8.9
737
8.8
313
9.0
790
8.8
323
8.6
726
8.4
278
8.6
691
8.5
275
Reporting
8.6
772
8.5
307
8.2
635
8.4
301
8.2
614
8.2
231
Access & Usability
8.4
700
8.1
227
8.9
723
8.6
274
8.4
548
8.5
236
8.7
560
8.4
231
Agentic AI - Service Desk
7.8
6
8.2
74
7.2
6
8.2
74
7.8
6
8.2
71
7.5
6
8.5
74
7.2
6
8.2
73
7.2
6
8.4
74
7.2
6
8.5
73
Analysis
7.6
174
Not enough data
Platform
8.3
230
Not enough data
8.2
213
Not enough data
8.7
256
Not enough data
8.4
284
Not enough data
8.7
316
Not enough data
Security
7.8
179
Not enough data
7.1
108
Not enough data
7.5
167
Not enough data
8.9
284
Not enough data
8.8
287
Not enough data
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshservice and Jira Service Management are categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, and Service Desk
Unique Categories
Freshservice is categorized as Enterprise IT Management and Customer Self-Service
Jira Service Management is categorized as Help Desk
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
30.4%
Financial Services
5.3%
Retail
4.9%
Computer & Network Security
4.1%
Non-Profit Organization Management
3.5%
Other
51.9%
Information Technology and Services
47.8%
Internet
7.0%
Telecommunications
4.8%
Marketing and Advertising
4.3%
Banking
2.8%
Other
33.3%
Most Helpful Reviews
Freshservice
Most Helpful Favorable Review
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Most Helpful Critical Review
Steve J.
Verified User in Security and Investigations
The software is not useable for us. We are now being ghosted by the sales and operations team as we are looking for a mutual solution to an unuseable software.
Jira Service Management
Most Helpful Favorable Review
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Most Helpful Critical Review
Verified User in Financial Services
Everything is so poorly built the features are built for 1960 and dont work for modern day IT
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Steve J.
Verified User in Security and Investigations
The software is not useable for us. We are now being ghosted by the sales and operations team as we are looking for a mutual solution to an unuseable software.
Verified User in Financial Services
Everything is so poorly built the features are built for 1960 and dont work for modern day IT
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
Can we have access to our database to do some development
2 Comments
Official Response from Freshservice
You can make use of API calls for collecting the data and exporting them to Power BI. Learn more- https://bit.ly/3g9lV8IRead more
Is Jira a service management tool?
2 Comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.