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.
Is Freshservice enterprise-ready and scalable to thousands of users?
Atlassian was first built as an on-premise tool, but Freshservice is cloud-native and serves global corporations like Elsevier, Bridgestone, TaylorMade, and others.
Some of our teams already use other Jira software. Does Freshservice integrate with that?
Yes, Freshservice integrates with Jira and key tools like GitLab, Jenkins, and more via an orchestration center. Learn more about the Jira (DevOps) integration.
Can Freshservice unify business, dev, and IT objectives on a single platform?
Freshservice integrates with tools like Jenkins, GitLab, Azure DevOps, and Jira. It offers ITSM, ITOM, and ESM, integrating with key business apps like ADP, Workday, and more.
Does Freshservice offer robust asset management capabilities?
Freshservice offers SaaS management, purchase order management, and cloud management for multi-cloud discovery. Asset management capabilities are available on Growth, Pro, and Enterprise plans.
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