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Freshservice vs JIRA Service Management Comparison (2026)
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Good recommendations?
Freshservice
4.5
(805)5
496
4
268
3
32
2
7
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
JIRA Service Management
4.5
(779)5
444
4
270
3
50
2
12
1
3
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Freshservice offers complete ITSM workflow automation with best-in-class ticketing, powerful CMDB, Service Catlog, KnowledgeBase & more for your Service Desk.
JIRA Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.5
805
5
4
3
2
1
496
268
32
7
2
- Value for money
- Ease of use
- Features
- Customer support
84%
would recommend this app4.5
779
5
4
3
2
1
444
270
50
12
3
- Value for money
- Ease of use
- Features
- Customer support
77%
would recommend this appPros
“The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform.”
EG
Erin G.
Director of IT
“It provides a solid set of features that support IT service management and helps streamline operations. While there is still room to improve our understanding of all its capabilities, it has been an effective tool in supporting our day-to-day processes”
MN
Marcela N.
Service Analatycx
“We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems.”
DB
Denis B.
IT Service Manager
Pros
“I especially appreciate how it supports Agile and Scrum practices by helping teams stay organized and meet deadlines more efficiently. While there is a learning curve, the features and flexibility make it a valuable tool for project and service management.”
Bernice M.
Hr
“It’s a robust platform that brings clarity and structure to service operations, especially in environments with multiple teams and layered workflows. Once everything is configured, it provides excellent visibility, reliable SLAs, and smooth integration with the wider Atlassian ecosystem.”
AP
Adam P.
Managing consultant
“Overall, Jira Service Management is a powerful tool for managing service requests and workflows, but it takes some time to master. Once you get the hang of it, it's efficient and flexible.”
AR
Arti R.
Software engineer
Cons
“We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption.”
EG
Erin G.
Director of IT
“The CMDB functionality had several issues, and the overall Freshservice UI can be difficult to navigate. While the ticketing features are simple and user-friendly, other modules do not feel as intuitive or streamlined.”
RA
Rajesh A.
Project manager
“The text editor can sometimes feel clunky or inconsistent when trying to align images, adjust fonts, or maintain clean styling across different articles.”
JK
Justin K.
Director Of Support and Data Center Operations
Cons
“Also, the pricing can get expensive as your team grows, and the mobile app doesn’t always work as smoothly as the desktop version.”
AR
Arti R.
Software engineer
“Atlassian's product [sensitive content hidden] seem to have little experience in ticketing jobs, and they focus the development roadmap on less impactful developments like "easier Zoom calls" and leaving out basic functions like ticket splitting and merging.”
JK
Jarosław K.
Director of Support Services
“Industry-standard features are stuck in the forever wishlist queue, and it takes years for them to be developed, e.g. "Canned responses" were introduced somewhere around 2 years ago while the rest of the industry had them as early as 2017.”
JK
Jarosław K.
Director of Support Services
- Vendor responds to reviews
- Last review14 days ago
- Vendor responds to reviews
- Last review20 days ago
Key features
- Total features180
- AI Copilot
- AI Summarization
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Agile Methodologies
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Autoresponders
- Availability Management
- Backlog Management
- Backup and Recovery
- Barcode/Ticket Scanning
- Barcoding/RFID
- Billing & Invoicing
- Budget Tracking
- Bug Tracking
- Bug/Issue Capture
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communications Management
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Event Logs
- Feedback Management
- File Sharing
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- GPS
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- License Inventory
- License Management
- License Tracking
- Live Chat
- Location Tracking
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- Network Monitoring
- On Call Scheduling
- Onboarding
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Policy Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Projections
- Purchase Order Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Safety Incident Management
- Scheduled/Automated Reports
- Scheduling
- Screen Sharing
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social Media Integration
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Team Collaboration
- Templates
- Text Editing
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Widgets
- Workflow Management
- Total features128
- AI Copilot
- AI Summarization
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Agile Methodologies
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Autoresponders
- Availability Management
- Backlog Management
- Backup and Recovery
- Barcode/Ticket Scanning
- Barcoding/RFID
- Billing & Invoicing
- Budget Tracking
- Bug Tracking
- Bug/Issue Capture
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communications Management
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Event Logs
- Feedback Management
- File Sharing
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- GPS
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- License Inventory
- License Management
- License Tracking
- Live Chat
- Location Tracking
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- Network Monitoring
- On Call Scheduling
- Onboarding
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Policy Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Projections
- Purchase Order Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Safety Incident Management
- Scheduled/Automated Reports
- Scheduling
- Screen Sharing
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social Media Integration
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Team Collaboration
- Templates
- Text Editing
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Widgets
- Workflow Management
Integrations
- Total integrations65
- 8x8 Contact Center
- ADP Workforce Now
- AWS Lambda
- Amazon Redshift
- Asana
- Atlas CRM
- Azuqua
- Azure DevOps Server
- Balsamiq
- BambooHR
- BigGantt
- BigPicture
- BigQuery
- Bitbucket
- Box
- Checklist for Jira
- ClickUp
- Confluence
- Copper
- Didit
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- Gliffy
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Docs
- Google Drive
- Google Sheets
- Google Workspace
- Greenhouse
- Harvest
- Hootsuite
- HubSpot CRM
- HubSpot CRM Integration for Jira
- JIRA Service Management
- Jenkins
- Jira
- Kayako
- LiveChat
- LogMeIn Rescue
- Luciq
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Mermaid Chart
- Metric.ai
- Microsoft 365
- Microsoft 365 for Jira
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Excel
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Power BI Connector for Jira
- Microsoft Project Server Subscription Edition
- Microsoft SharePoint
- Microsoft Teams
- Microsoft Viva Engage
- Netskope One Platform
- OKR for Jira
- OneDrive
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PagerDuty
- Personio
- Pipedrive
- Pivotal Tracker
- QAlity Plus
- QuickBooks Online Advanced
- Quip
- Rewind
- Rocketlane
- SAP SuccessFactors HCM
- Salesforce Sales Cloud
- ScriptRunner
- ScriptRunner for Jira
- ServiceNow
- Slack
- Smartsheet
- Snowflake
- SurveyMonkey
- TeamViewer ONE
- Tempo Timesheets
- Toggl
- Trello
- TrueCommerce PIM
- UpRaise
- Userlane
- Usersnap
- WBS Gantt Chart for Jira
- Workable
- Workday HCM
- WorkflowMax
- Workplace from Meta
- Xray
- Zabbix
- Zapier
- Zendesk Suite
- Zephyr Enterprise
- Zephyr Scale
- Zight
- Zoho CRM
- draw.io
- miniOrange
- monday AI Work Platform
- Total integrations62
- 8x8 Contact Center
- ADP Workforce Now
- AWS Lambda
- Amazon Redshift
- Asana
- Atlas CRM
- Azuqua
- Azure DevOps Server
- Balsamiq
- BambooHR
- BigGantt
- BigPicture
- BigQuery
- Bitbucket
- Box
- Checklist for Jira
- ClickUp
- Confluence
- Copper
- Didit
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- Gliffy
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Docs
- Google Drive
- Google Sheets
- Google Workspace
- Greenhouse
- Harvest
- Hootsuite
- HubSpot CRM
- HubSpot CRM Integration for Jira
- JIRA Service Management
- Jenkins
- Jira
- Kayako
- LiveChat
- LogMeIn Rescue
- Luciq
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Mermaid Chart
- Metric.ai
- Microsoft 365
- Microsoft 365 for Jira
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Excel
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Power BI Connector for Jira
- Microsoft Project Server Subscription Edition
- Microsoft SharePoint
- Microsoft Teams
- Microsoft Viva Engage
- Netskope One Platform
- OKR for Jira
- OneDrive
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PagerDuty
- Personio
- Pipedrive
- Pivotal Tracker
- QAlity Plus
- QuickBooks Online Advanced
- Quip
- Rewind
- Rocketlane
- SAP SuccessFactors HCM
- Salesforce Sales Cloud
- ScriptRunner
- ScriptRunner for Jira
- ServiceNow
- Slack
- Smartsheet
- Snowflake
- SurveyMonkey
- TeamViewer ONE
- Tempo Timesheets
- Toggl
- Trello
- TrueCommerce PIM
- UpRaise
- Userlane
- Usersnap
- WBS Gantt Chart for Jira
- Workable
- Workday HCM
- WorkflowMax
- Workplace from Meta
- Xray
- Zabbix
- Zapier
- Zendesk Suite
- Zephyr Enterprise
- Zephyr Scale
- Zight
- Zoho CRM
- draw.io
- miniOrange
- monday AI Work Platform
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