Freshservice vs. Jira Service Management
Freshservice is a powerful platform that transforms IT operations for businesses. Enhanced with AI, it saves time through automation and facilitates easy collaboration.
Enterprise-grade IT service management for every business
Learn how Freshservice AI-powered capabilities give IT, operations, and business teams the ability to deliver exceptional services—without the complexity.
Usability
Intelligent AI agents
Unified service operations
Insights aided by AI
ROI today, not tomorrow
Quality support
Purpose-built for IT and business teams
Freshservice is intuitive and easy to use, designed for agents, administrators, and business users. It offers curated workspaces with prebuilt templates for business functions and provides more granular data access for global and workspace reporting.
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Streamlined admin and support
Freshservice unites ITAM, ITOM, and ITSM for true AI-powered ServiceOps, automates integrations with 40+ key business apps, and includes around-the-clock support.
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Service management accelerated
Freshservice improves service management with AI for agent assistance, self-service, and leadership insights. Built on Azure for years, Freshservice AI offers support in 40+ languages and top security.
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Feature comparison: Freshservice vs. Jira Service Management
Criterion | Freshservice | JSM |
|---|---|---|
Intuitive, easy-to-use UI | For agents and admins | Interface borrowed from Jira delivers a DevOps user experience.
|
Out-of-the-box service operations
| One solution for ServiceOps: ITSM, ITOM, and ITAM | May require more integrations to deliver complete ServiceOps. |
Plug-and-play marketplace integrations
| 40+ marketplace integrations like Slack, Microsoft Teams, Jira, Azure DevOps, etc.
| May require manual workflow creation. |
Phone support | On all Freshservice plans | Only on the Enterprise plan. |
Gen-AI-powered virtual agent
| Multilingual, collaborative across Slack, MS Teams, and departments
| Supports only English, available on Slack, requires separate virtual agents for HR, IT, Finance, etc.
|
Gen-AI-powered insights
| Quicker decisions via proactive insights and conversational analytics.
| Does not support proactive insights. |
Gen-AI-powered agent assistance
| Standardizes services, drafts articles, improves messages, automates responses, and optimizes processes.
| Limited to ticket summarization |
Secure AI
| Based on more secure Microsoft Azure foundation
| Based on less secure OpenAI platform
|
Recommended by leading industry experts
Customer testimonials
Freshservice is a robust IT service desk that didn’t add any complexity to the IT operations, unlike the other service desks we considered. The simplicity and obviousness of the interface made it the preferred choice for the agent and the user.
The usage portal significantly increased from 38% to 45% with Freshservice. Elsevier aimed to provide end-users with an experience similar to what they would get on a big consumer website, including personalisation and a welcoming look and feel. Having everything form-based was key to the success of Freshservice at Elsevier.
“Expanding from ITSM to ESM with Freshservice was a strategic move that transformed support, offering a unified hub for all employee needs."
Frequently asked questions
Learn more about Freshservice’s efficiency, integrations, and user-friendly UI with powerful capabilities.
What are the key differences between Freshservice and Jira Service Management?
Freshservice provides built-in asset management and a more user-friendly experience with faster setup times. Jira Service Management offers greater customization and tight integration with development tools, but typically requires more configuration and technical expertise to achieve comparable functionality.
How does Freshservice pricing compare to Jira Service Management?
Freshservice uses per-agent pricing, with more built-in ITSM, ITAM, and ITOM features in higher-tier plans. Jira Service Management offers lower initial per-user costs, but achieving similar capabilities often requires purchasing additional add-ons, potentially increasing total ownership costs.
Which is easier to implement, Freshservice or Jira Service Management?
Freshservice is easier to implement with its guided setup process, intuitive interface, and streamlined administration for standard ITSM workflows. Organizations can deploy Freshservice quickly without extensive technical expertise, whereas Jira Service Management typically requires more configuration and technical knowledge for a full implementation.
How do integrations differ between Freshservice and Jira?
Freshservice offers over 40 marketplace integrations with plug-and-play automation designed for simplicity. Jira Service Management provides a large ecosystem of apps and plugins, which are robust for Atlassian product users, but often require additional manual configuration or separate app purchases.
Which tool has stronger ITIL support, Freshservice or Jira Service Management?
Freshservice delivers stronger out-of-the-box ITIL alignment with pre-built workflows, comprehensive SLA management, and integrated asset management. Jira Service Management supports ITIL standards but requires add-ons, such as Insight, to achieve comparable ITIL process coverage and full asset management and CMDB capabilities.
Can Freshservice replace Jira Service Management for enterprise IT operations?
Yes, Freshservice can replace Jira Service Management for most enterprise IT operations, offering unified ITSM, ITOM, and ITAM capabilities, with AI-powered features such as Freddy. However, organizations heavily invested in software development workflows or the Atlassian ecosystem may find Jira Service Management's developer integrations more suitable.
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