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."The solution has been stable."
"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."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"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."
"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."
"Ability to scan barcodes and a great search feature."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"It allowed the development team to concentrate on the client’s requirements instead."
"The visibility features are great."
"Easy to use and user-friendly."
"The most valuable feature of this solution is that it is user-friendly."
"Reporting and easy export to Excel spreadsheets."
"The initial setup is easy and straightforward."
"The customer portal allows users to register tickets themselves."
"The customer portal with connection with our knowledge base has been most valuable."
"Auditing team uses this solution to track audit findings and follow-up."
"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."
"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."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice's technical support has issues with delays and translations."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"They need to work on the speed of Jira."
"It is difficult to navigate if you don't have any prior knowledge."
"SaaS version for large organizations (more than 2000 users) is not available."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"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."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
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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