Freshservice vs. Jira Service Management Comparison

Freshservice delivers what Jira Service Management can’t

CRITERIA
Self Service ( via Virtual agent )		Not available commercially
SaaS Management
Higher ROI		Per Forrester TEI report
One stop shop ( In-house implementation)
Phone support (Across plans)		Only available with higher plans
Out of the box solution
ITSM, CRM and CX on one unified platform		No CRM offerings

Freshservice helps increase employee
productivity and reduce costs

Your full-stack service management solution should be enterprise ready with all the bells and
whistles needed to realize the full potential.

Measure applications usage and save costGet a 360-view to discover and manage your SaaS estate and optimize usage with insight-driven actions
Improve employee productivity and customer experience with our Freddy AIDelight your employees by getting instant response and resolution to their IT issues
Automate repeatable tasks with third party applicationsRepetitive requests like user provisioning and deprovisioning, password resets, and provisioning and deprovisioning VMs can be automated with our graphical workflow automator
Streamline processes across departmentsExtending Freshservice across business teams including IT, HR, facilities, and legal eliminates the need for multiple tools, all while delivering your employees a consistent service environment

Freshservice helps increase employee
productivity and reduce costs

Your full-stack service management solution should be enterprise ready with all the bells and
whistles needed to realize the full potential.

Measure applications usage and save cost

Get a 360-view to discover and manage your SaaS estate and optimize usage with insight-driven actions

Improve employee productivity and customer experience with our Freddy AI

Delight your employees by getting instant response and resolution to their IT issues

Automate repeatable tasks with third party applications

Repetitive requests like user provisioning and deprovisioning, password resets, and provisioning and deprovisioning VMs can be automated with our graphical workflow automator

Streamline processes across departments

Extending Freshservice across business teams including IT, HR, facilities, and legal eliminates the need for multiple tools, all while delivering your employees a consistent service environment

You don’t have to take our word for it. Here
is what our customers have to say

“Freshservice, demonstrated capabilities of a tool that would suit BankBazaar’s complex requirements as well as save time and effort in customisations and shall prove be highly cost-effective when compared to the previous tool.”

Krishnenjit Roy

VP - Technology

Bankbazaar

Know how Bankbazaar choose Freshservice for its fast deployment and time-to-value over Jira. Read more

“The internal team loves using Freshservice. The gamification and survey capability within Freshservice have spearheaded healthy competition between agents. The mobile app is very user-friendly, and we’ve been efficiently handling a large volume of tickets.”

Neal Krempin

Head of IT

PICA Group

Learn how PICA choose Freshservice over Jira for its ITIL compliance, modern user interface, ease of use, scalability, more

“It was definitely the best bang for the buck for us.”

Santo Brullo

IT Service Director

DMG

Learn how DMG selected Freshservice over Jira Service Management for its intuitive UI. Read more

Frequently Asked Questions

Is Freshworks enterprise-ready? Can it scale easily to thousands of users?

Freshservice serves many large enterprise customers who have chosen us over legacy players such as Atlassian, ServiceNow, BMC, and Ivanti. Freshservice is cloud-native and built with enterprise SaaS needs in mind, unlike Atlassian, which was built as an on-premise solution and was slower to adopt a cloud strategy (with their server support only recently being sunset). Large-scale enterprise customers leveraging Freshservice include Amex GBT, Viesmann, Mahindra, and Elseiver, among many others.

Some of our teams already use other Jira software. Does Freshservice integrate with that?

Freshservice integrates seamlessly with Jira and other DevOps tools such as Gitlab, Jenkins, Github, and Azure DevOps. Built on our robust graphical workflow automator, Freshservice offers integration with over 40 third-party applications via our orchestration center. Our extensive marketplace supports application integration at no additional cost.

We make it easy for your IT team to continue to work with developers without compromising on the tools they use everyday.

Does Freshworks have an enterprise-ready virtual agent? What can it do?

Freddy AI by Freshworks is a ChatGPT-enhanced virtual agent who can lend a hand with all kinds of day-to-day tasks, making your human agents more efficient and effective. Easy to set up, Freddy AI can assist agents from day one. With 24/7 availability, ticket triaging, and self-service guidance on any channel, Freddy AI helps both employees and customers have a better experience.

Can Freshservice align business, dev, and IT objectives on the same platform?

Freshservice can seamlessly integrate with any development tool, including Jenkins, Gitlab, Azure DevOps, and Jira.

Purpose-built for service management users, Freshworks launched Freshservice for business users with the unique workflows and data segregation customers need. Jira Service Management only offers templates for non-IT functions.

Freshworks offerings (ITSM, ITOM, and ESM) not only showcase maturity and capability but also deliver business outcomes through unified product offerings (CX, CRM, and ITSM) built on the Freshworks Neo platform. JSM relies on plugin and marketplace integration and lacks customer service capabilities.