JIRA Service Management and Freshservice compete in the IT service management category. Freshservice appears to have the upper hand due to its user-friendliness and quicker setup process.
Features: JIRA Service Management is highly customizable with robust workflow configurations and integrations, beneficial for agile teams. It integrates well with Atlassian products like Confluence to boost collaboration. Freshservice is known for its user-friendliness and quick setup, excelling in incident management and offering a comprehensive IT service management package with a mobile-friendly design.
Room for Improvement: JIRA Service Management needs better integration with non-Atlassian products, simpler customization features, and improved email integrations. Freshservice requires enhancements in workflow customization and deeper integration with platforms like Microsoft Outlook. Both could improve their reporting and analytics capabilities for more detailed insights.
Ease of Deployment and Customer Service: JIRA Service Management offers flexible deployment options from private to hybrid cloud solutions but presents a complex setup process. Atlassian customer service is reliable but can be slow. Freshservice is easier to deploy, especially in the public cloud, with responsive customer support, although consistency could be improved.
Pricing and ROI: JIRA Service Management's tiered pricing could become costly at higher user volumes, though it offers good ROI through improved efficiency. Freshservice has competitive pricing based on features and user numbers, but it can be expensive for larger deployments. Both show strong ROI via enhanced operational efficiency and project management capabilities.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
Freshservice is easy to use for scalability.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
JIRA's user interface needs training to understand and utilize.
We need to consider which AI tool would be most suitable for our project.
It remains one of the main barriers to using JIRA Service Management across our entire company.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
We used Jira's free version for some time.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
The query language and the ability to create views of the data are very useful.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 9.1% |
| Freshservice | 4.7% |
| Other | 86.2% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 23 |
| Large Enterprise | 33 |
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:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
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 Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
We monitor all IT Service Management (ITSM) 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.
