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."The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"Depending on the size of your organization, is pretty standard and useful."
"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 solution has been stable."
"Freshservice's best feature is its user-friendliness."
"A most valuable feature involves the ability to customize the entries and to update them quickly."
"For QA, the most interesting for me are boards, backlog, and filters."
"The most valuable features in Jira are the dashboard, reports, and boards that help us to control the advancement of the project."
"I liked the flexibility of the application. It was pretty user-friendly."
"The most valuable features of Jira are the dashboards and user interface. The processes within Jira to monitor, maintain and release are beneficial. It is a continuous development solution."
"The most valuable feature of Jira for sprint planning is the timeline feature, which allows for better visualization and planning of releases."
"It's easy to understand, and easy to navigate."
"Jira has a useful user interface and overall is easy to understand and learn."
"The round robin ticketing feature that they have is not ideal."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"Freshservice's technical support has issues with delays and translations."
"Their analytics need improvement."
"It's hard to interact directly with the users themselves."
"Not integrated with Google."
"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."
"For a non-technical person to use, Jira is not intuitive."
"Lacks some common building block approaches to certain things."
"It should have its own repository for test case creation, so that one does not have to resort to third-party tools and plugins."
"Jira could provide more insight into sprints such as how did we perform in the last sprint compared to other sprints. It would be helpful to have metrics and a dashboard feature for others to see."
"They are not supporting in-house servers anymore and I think I've got until January to port this to something else."
"Users can be confused about how to use this tool as it's very complex."
"Tracking is important but the built-in features don't meet our needs."
"There needs to be easier integration with third-parties — personally, this is the biggest issue for me."
Freshservice is ranked 10th in Project Management Software with 29 reviews while Jira is ranked 5th in Project Management Software with 259 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.
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