Freshservice vs. Jira Service Management
Unlike Jira Service Management, Freshservice is a unified AI-powered ServiceOps solution, eliminating multiple integrations and delivering 4x ROI.
Superior usability, higher ROI: Why you should consider Freshservice
Learn how Freshservice AI-powered capabilities surpass Jira Service Management in efficiency and a user-friendly UI.
Usability
AI-powered AI agents
Unified service operations
Insights aided by AI
ROI
Universal phone support
Purpose-built for IT and business teams
Freshservice's user interface is intuitive and easy to use, designed for agents, admins, and business users. It offers curated workspaces with prebuilt templates for business functions and more granular data access to global and workspace reporting. In contrast, Atlassian's JSM uses Jira's complex project management interface, which relies on project templates and is challenging for teams across departments to use and adapt.
Learn more about service management
Streamlined admin and 24/7 support, powered by AI
Freshservice unites ITAM, ITOM, and ITSM for true AI-powered ServiceOps, automates integrations with 40+ apps, and includes around-the-clock support. Jira, by contrast, offers varying support levels and requires multiple ServiceOps products and integrations.
Learn more about ITOM
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. Jira uses repurposed Percept.AI and only supports English. It requires more configuration and provides limited analytics.
Learn more on Freshservice AI
Freshservice vs. Jira Service Management comparison, at a glance
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 | Requires three integrations to deliver complete ServiceOps. |
Plug-and-play marketplace integrations
| 40+ marketplace integrations like Slack, Microsoft Teams, Jira, Azure DevOps, etc.
| Requires manual workflow creation.
|
Phone support | On all Freshservice plans | Only with the Enterprise plan. |
Higher ROI (Forrester TEI) | ROI: 356% | ROI: 277% |
Gen-AI-powered AI agent
| Multilingual, collaborative across Slack and Teams, and unified across departments
| Supports only English, available on Slack, requires separate AI agents for HR, IT, Finance, etc. |
Gen-AI-powered insights
| Empower leaders to make quick decisions using proactive and timely 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
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 with unified CX, CRM, and EX. JSM relies on plugins and lacks customer service capabilities.
Does Freshservice offer robust asset management capabilities?
Unlike Jira, 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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