--- title: "Compare Freshservice vs JIRA Service Management 2026 | Capterra" description: "Unsure of what to choose? Check Capterra to compare Freshservice and JIRA Service Management based on pricing, features, product details, and verified reviews." source_url: "https://www.capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management" page_type: "comparison" language: "en" --- # Freshservice vs JIRA Service Management Features and Cost Comparison Last updated September 16th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: FreshserviceJIRA Service Management2/4 selected [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.6 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (778)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) [## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.6 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price $19.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.6 Customer Service 4.5 Reviews Sentiment Based on [798 reviews](#user-reviews) Positive 757 Neutral 32 Negative 9 [## JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (778)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting Price $20.00/month Value-for-Money 4.3 Functionality 4.5 Ease of Use 4.2 Customer Service 4.3 Reviews Sentiment Based on [778 reviews](#user-reviews) Positive 713 Neutral 50 Negative 15 What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 2,027 reviews from help desk software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 68%Fit Not enough reviews Feature ratings Activity Dashboard \-- Prioritization 4.3 Customizable Fields 4.1 Performance Metrics 4.0 Alerts/Escalation 4.3 67%Fit Missing features Feature ratings Activity Dashboard NA Prioritization 4.4 Customizable Fields 4.5 Performance Metrics 3.0 Alerts/Escalation 4.2 User satisfaction User satisfaction 4.6 User reviews[798](https://www.capterra.com/p/132997/Freshservice/reviews/) Ease of use 4.6 Functionality 4.3 Value for money 4.4 Customer support 4.5 User satisfaction 4.5 User reviews[778](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Ease of use 4.2 Functionality 4.5 Value for money 4.3 Customer support 4.3 Price starts from Price starts from $19Per User, Per Month - Free version - Free trial Price starts from $20Per User, Per Month - Free version - Free trial Best for Best for Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform. Best for Jira Service Management is used by IT support teams, IT operations departments, HR departments, engineering teams, facilities managers, and enterprise organizations. ## User reviews Pros & cons AD Akshay D. IT Manager > "Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) WS Wilben S. Cloud Engineer > "Additionally, for me, it lacks some functionalities like the SLA reset timer, because I tend to breach the SLA, especially when the ticket is only forwarded." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7156605) AD Akshay D. IT Manager > "It helps streamline IT support processes, improves team collaboration, and provides detailed reporting for tracking SLA compliance and service performance." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) HP Hardik P. Sr. Software Engineer > "The built-in dashboards cover the basics fine, but if you want something more custom, it gets a bit fiddly and you often end up pulling the data out to work with it elsewhere." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180730) AD Akshay D. IT Manager > "It helps streamline support operations, improve response times, and maintain service quality through SLA management and reporting. While there are some limitations around..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) DM Deepak M. Design Engineer > "The UI can feel laggy at times, and navigating across the platform can be overwhelming due to the large number of options and modules." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7166362) Praphul Kumar P. Tech lead sr System Admin > "It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846) MS Mankeshwar S. Software Engineer > "You can pull basic numbers easily enough, but anything beyond that requires jumping through hoops, and half the time I end up copying data into a spreadsheet just to make..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180740) AD Akshay D. IT Manager > "The platform provides a comprehensive IT service management solution with an intuitive interface, efficient ticket management, automation capabilities, and asset tracking..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) JM Jeki M. Technical Leader - Front End > "Front-end workflows aren't always linear - sometimes a "bug" is really a design inconsistency, sometimes it's a browser compatibility mess that needs a totally different..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7187739) James W. Salesforce Administrator > "With this platform, there's a clean interface, you can efficiently manage tickets, customize fields, automate ticket properties, integrate with Slack, and more." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7182888) DK Deep K. Marketing Manager > "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7157349) Jason F. Service Desk Manager > "The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7158814) SN Suresh N. Government Consultant > "Advanced reporting and analytics are less intuitive than expected and the ai in use for the platform is very less and can be outdated in future." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176648) AD Akshay D. Devops Engineer > "The ticketing system is efficient and intuitive, and features like automation rules, SLA management, and a self-service portal help streamline support workflows significantly." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) BK Bhavin K. Sr. Software Engineer > "It's not perfect - the customization limits can be frustrating when you want something slightly outside the standard setup - but it gets the job done reliably day to day." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183615) PG Princy G. Social Media Specialist > "I also appreciate the customization options, detailed reporting, asset management capabilities, and the clean, modern interface that simplifies daily operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785) BK Bhavin K. Sr. Software Engineer > "Some of the workflows and views feel a bit rigid, and when you're trying to tailor things to fit how your specific team operates, you run into walls pretty fast." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183615) SB Sakshi B. Senior analyst > "Tracking laptops, software, and other equipment alongside incidents helped our team understand recurring issues and maintain accurate inventory records without relying on..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176825) AM Ajay M. Technical Architect > "Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) MI Marika I. Service Desk Lead > "I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151228) MS Mankeshwar S. Software Engineer > "Also, the sheer number of settings and configuration options can feel overwhelming when you're first setting things up; there's a bit of a maze to navigate before it clicks." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180740) SK Swaroop K. Senior Systems Administrator > "The ticket management system helps keep support requests organized, while the automation and workflow features reduce manual effort and improve response times." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183547) AC Ariel C. Technical Support Analyst > "The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443) AM Ajay M. Technical Architect > "Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) DV David V. Customer Supoort Manager > "The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459) RA Rajesh A. Project manager > "We use Freshservice for managing internal support tickets, and I feel it is very simple and efficient for tracking, managing, and closing requests." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7155860) AT Arun T. Analyst > "SLA management is painful as the reporting, monitoring and analytics are very basic and it would have been better like IT management software." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7179509) RB Rajneesh B. Senior ITSM Consultant > "Making an agent group restricted is much loved by ‘Finance’, ‘Payroll’, ‘People & Culture’, as the restricted feature ensures tickets from these departments are only visible..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151898) LF Lex F. Platform Admin > "no access to back-end tables if the functionality is not available, there is no way for customization. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209) BK Bhavin K. Sr. Software Engineer > "Everything is organized in a way that just makes sense - assigning tickets, tracking status, setting priorities, it all flows smoothly without needing a manual to figure it..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183615) MJ Mayank J. Global IT Service Delivery Manager > "In case you want to review specific agent availability for a day (with auto assignment on), you can't do that." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) JK Justin K. Director Of Support and Data Center Operations > "Having our knowledge base articles, ticketing system, project management, and asset tracking all integrated into one centralized platform is incredibly convenient." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154517) HT Harsh T. Software Engineer > "There were a couple times we wanted to tweak fields or set things up a certain way for our workflow, and it just wasn't as flexible as I'd hoped." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183618) DF Dominique F. Systems Administrator > "The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously handled manually." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) MS Mankeshwar S. Software Engineer > "Notifications are another sore spot - sometimes they're a little delayed, and once or twice agents missed an update because it didn't ping in real time." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180740) KG Kevan G. Software enginner > "The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing flexibility, it..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531) JM Jeki M. Technical Leader - Front End > "The platform doesn't flex much for that kind of nuance, so we've had to bend our categorization to fit what's available rather than the other way around." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7187739) DB Denis B. IT Service Manager > "Asset management, service catalog, and automation features work well together and allow us to standardize processes that were previously handled manually." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331) BM Bruno M. VP IT > "not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) AT Adam T. Team Lead > "This has reduced manual effort and allowed the team to focus more on higher-value technical work, aligning with our broader goal of improving efficiency and service quality" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154579) ST Sean T. Director of Cloud Infrastructure and Operations > "The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151427) SS Shubham S. Sr. Network Engineer > "From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7124852) JM Jeki M. Technical Leader - Front End > "It's not perfect, and the rigid customization still bugs me from time to time, but four years in, it's earned its spot in our stack." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7187739) Balanjaneya Sharma B. Software Engineer > "An easy-to-use and scalable ITSM platform that streamlines workflows, though rising costs for additional teams and advanced features can impact affordability as organizations..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7188286) WM William M. IT Technician - Process Improvement > "Malfunctioning features, outdated documentation, unclear access to specific items." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153899) AD Akshay D. Devops Engineer > "On the analytics side, it offers useful but somewhat basic reporting, which works well for standard operational tracking but may require workarounds for advanced reporting..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) CR Carlos R. Systems Engineer > "The amount of runs that are needed to get a simple action to accomplished is too much for the medium and small size organizations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7152781) RM Rakesh M. Senior IT Infra Executive > "It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115673) DF Deste F. IT HelpDesk > "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021) AD Akshay D. Devops Engineer > "Overall, Freshservice is a strong, easy-to-use ITSM solution best suited for teams that value speed of implementation, simplicity, and automation, rather than deep..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) BK Bhagyesh K. java backend developer > "Workflows can become confusing and difficult to manage as requirements become more complex and sometimes it get frustrating." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7172950) TZ Tarik Z. IT > "It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a strong choice..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7122927) EG Ekta G. SEO Executive > "There are so many modules and configurations that it took our team a couple of weeks to fully wrap our heads around everything." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7189157) EG Erin G. Director of IT > "We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) LB Lucas B. IT Service Desk Analyst > "Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) DB Denis B. IT Service Manager > "The Workflow Automator is powerful enough to handle complex approval and provisioning scenarios without requiring custom development in most cases." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331) LS Lumo S. Systems Analyst > "Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779) EG Erin G. Director of IT > "The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) MO Mark O. Head of Managed Services > "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) AC Ajay C. EUS Engineer > "From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the daily workflow..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121029) MJ Mayank J. Global IT Service Delivery Manager > "major feature missing is - you cant fetch report of Agent availability." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) TE Trajkovi E. Principal Analyst > "It streamlines IT service management by combining ticketing, automation, and reporting in a single platform." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118803) HP Hardik P. Sr. Software Engineer > "Pricing structure can also be a little confusing at first since it's not always obvious what's bundled into each plan." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180730) MB Maki B. Local HR > "The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121028) EG Ekta G. SEO Executive > "Honestly, the initial setup and customization options can feel a bit overwhelming." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7189157) NO Nathalie O. Scrum Master IT > "During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459) LF Lex F. Platform Admin > "Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209) LB Lucas B. IT Service Desk Analyst > "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate,..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) AM Ajay M. Technical Architect > "Mobile app is a bit clunky too when you're trying to update something quickly on the go." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) EG Ekta G. SEO Executive > "Setting up routing rules and automated workflows took very little time compared to our old system, which drastically cut down our first-response times." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7189157) MD Mark D. Director of Operations > "I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082783) ARS Abdul Rehman S. Director Information Technology - Service Delivery and Engineering > "It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118062) CY Chandresh Y. AVP-IT > "Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478) EG Erin G. Director of IT > "Compared to other ticketing platforms we’ve used in the past, Freshservice has been much more open to customer feedback and willing to improve the platform over time. While..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) JC Josh C. Help Desk and System Admin > "There are some minor ui issues, and running reports can be a hassle to get the data you are looking for." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079621) PG Princy G. Social Media Specialist > "Its intuitive design allowed our team to adopt the system quickly, while automation features streamlined repetitive tasks and improved productivity." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785) BM Bruno M. VP IT > "I am unable to get a support person when having a question or needing help configuring." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) MM Mahesh M. IT Security Engineer > "Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394) CR Carlos R. Systems Engineer > "Certain 3rd party connectors (Workday) are cost prohibitive to adopt. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7152781) LB Lucas B. IT Service Desk Analyst > "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate,..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) DM Deepak M. Design Engineer > "The UI can feel laggy at times, and navigating across the platform can be overwhelming due to the large number of options and modules." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7166362) AD Akshay D. Devops Engineer > "What I liked most about Freshservice is its intuitive and clean interface, which makes it easy to manage tickets without a steep learning curve." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) KP Karan P. Associate > "UI looks a little outdated." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3268671) VR Verified Reviewer Admin > "The interface is clean, easy to navigate, and helps improve response times." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7147551) Devin M. Senior Associate > "While the mobile app is a great tool, the interface can be difficult to navigate and settings are limited." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___2863195) SD Stefan D. Senior IT Tehnician > "The interface is intuitive, so onboarding new users is quick and efficient." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115901) DF Deste F. IT HelpDesk > "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021) MM Mahesh M. IT Security Engineer > "The platform also integrates well with other tools, which helps maintain better visibility across IT operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394) MO Mark O. Head of Managed Services > "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) NT Nate T. Sr SysAdmin > "great, we use it everyday and it also integrates with our cloud apps and slack chat well." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7117883) BD Benjamin D. Integration lead > "Lack of integration with some of our other applications." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6573500) RV Rogelio V. ITSM Admin > "For some years, my experience has been great, adding new modules like Freshcaller and more Freddy AI integration." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082111) Joas Andrito M. CTO > "one of the the things i dislike about Freshservice as far as i can remember Freshservice is unable to integrate with other software, like JIRA, for instance." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4352625) CM Chris M. IT Manager > "Active Directory integration works well, as does leveraging our SSO/MFA via Azure." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4490014) WS Wilben S. Cloud Engineer > "It's more tedious to do." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7156605) TJ Tomas J. Senior EUC Specialist > "Freshservice is extremely easy to use for L1/L2 IT helpdesk Agents." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7156328) JB Joe B. Desktop Support Engineer > "Sometimes I don't want to contact support..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535) AL Alexander L. Senior Systems Administrator > "Freshservice is not over-architected like some products, and it’s simple and easy to get using right away." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094649) GC Geoff C. Director of Information Services > "Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3932151) Hana Ř. Leader of inventory > "What I like most about Freshservice is that it is easy to use and well organized." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151858) AE Andreas E. Bereichsleiter IT > "Only indian support not able to understand them good" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4965079) MJ Mayank J. Global IT Service Delivery Manager > "Hope it simplifies more." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) TC Tony C. IT support > "my experience with the software is great but working with support has been horrible." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___2860275) [View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) BT Benjamin T. IT-Systemadministrator > "It integrates seamlessly with other tools in the Atlassian ecosystem and allows teams to build highly tailored workflows and..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7143024) DG Damian G. CTO > "Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7112861) RK Raul K. Group Director of Technology > "It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7037998) AP Adam P. Managing consultant > "The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744) BL Bruno L. Consultant > "It allows to easily create assets and manage portfolios, even for starters in the teams." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138561) SR Shilpa R. QA > "Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7026090) VR Verified Reviewer Sales Director > "Jira makes it easy for me to log insights and create tickets for my revenue operations team to act on." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7152913) EW Emma W. Marketing Manager > "One challenge I’ve experienced with Jira is that, as a ticket submitter, it can be difficult to easily find and keep track of all the..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822) EW Emma W. Marketing Manager > "What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822) AR Arti R. Software engineer > "The interface feels cluttered at times, and customization options can be complex." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138966) FH Freda H. VP Sr. Manager Operations Technology > "Overall JIRA service management allows increase in production, a service orientated infrastructure emerged while the company..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712) VR Verified Reviewer Talent Development Program Manager > "Complexity begets complications sometimes… As a project admin, at times I would be overwhelmed with all of the optionality!" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7125515) KP Katrina P. IT Analyst > "It has a lot of tools like Scrum and Kanban boards, backlogs, and customizable workflows" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569) Hameeda T. Technical Analyst > "Some advanced features are hard to configure without technical knowledge and the interface can feel cluttered" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7113498) HN Harshad N. Technical Support Expert > "Jira service management is one of the effective tools for managing and tracking the product's internal progress and reports based on..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913) AR Arti R. Software engineer > "Jira Service Management can be a bit overwhelming at first, with a steep learning curve for new users." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138966) ES Elias S. Marketing Coordinator > "I like how Jira Service Management streamlines project management, support tickets, prioritization, and SLA tracking in one efficient..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7005112) VR Verified Reviewer Sales Manager > "The interface feels complex and not very intuitive, which can slow down day-to-day use." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7143131) FH Freda H. VP Sr. Manager Operations Technology > "Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712) MG Mike G. Member of Technical Staff > "Sometimes moving item and assigning it to different sprint from a service request is not the most convenient." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044) VR Verified Reviewer IT Operations > "We like the admin portal and how it ties in with other Jira products such as Trello." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7129749) JaK Jarosław K. Director of Support Services > "This product is also rarely able to cover your scenarios to the full unless you have an engineer ready to create 3rd party..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708) VR Verified Reviewer Hr > "One of the best things about Jira Service Management is how organized and customizable it is." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7151026) EW Evelyn W. IT Assistant > "Permission layers and admin tabs are confusing, automation rules need many clicks, and no quick auto-close after few days" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804) PS Paola S. product designer > "the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6744026) EW Emma W. Marketing Manager > "They don’t always appear in my recent items, which makes visibility and follow-up more time-consuming than it should be." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822) VR Verified Reviewer Sr People Ops > "Overall, It's a good experience and teams definitely need a platform to receive their tickets and distribute workload among members...." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041624) DM David M. Director, Human Resources > "It's very difficult to be the "administrator" and look at current tickets for your teams/staff and how many were completed,..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6784296) JM Jessica M. Customer Service > "The automation features and customizable workflows have streamlined our processes and improved our response times significantly." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6646556) HH Houcem H. CISO > "The biggest downside is that customization, while powerful, can be overly complex for non-technical users." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622104) KP Katrina P. IT Analyst > "It allows for easy project management and helps to identify bugs/issues." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569) MP Mario P. QA Engineer > "The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622705) JH Julio H. It analyst > "Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532) VR Verified Reviewer Consultant > "Perhaps too many customization options break peoples back." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6888015) AM Antti M. Product Owner > "In no time you can set up a basic customer support flow, and with time you can get highly automated customer support flows." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649) NR NehA R. QA Manager > "Sometimes, Jira shows loading issues when opening attachments" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6673404) EAJ Esami Allan J. Web Developer > "My favorite feature about Jira Service Management is automation which streamline the entire workflow ,improving efficiency." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6856000) Swathi J. Software Developer > "Pricing is getting expensive, and reporting is flexible but can be unintuitive without add-ons." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026) Eric T. Director, Digital Transformation > "As a Atlassian shop, it was easy to integrate, provision and manage JIRA Service Management within the Atlassian platform." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242) AP Amitabh P. Technical support engineer > "Little bit complicated platform with excessive options." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373) Swathi J. Software Developer > "It helps me customize workflows and automate repetitive tasks, improving the overall team efficiency." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026) Naveen C. Senior Technical Manager > "Pricing is a bit concern for businesses with limited budgets." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6640468) JaK Jarosław K. Director of Support Services > "The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708) MM Madilyn M. Senior Research Associate > "There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118182) RM Robert M. Cybersecurity Engineer > "Provide great dashboards and reports that gives data needed for decision making about service operations .Its" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158) AM Antti M. Product Owner > "The Atlassian products don’t have that Atlassian-feel anymore to be honest." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649) AH Aaron H. Sales and Inventory Analyst > "The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6551147) HN Harshad N. Technical Support Expert > "Extremely costly for small organizations to buy and manage." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913) AP Adam P. Managing consultant > "how well it brought structure and visibility to complex service workflows." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744) Sugam P. Project Manager > "It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5054864) JH Julio H. It analyst > "The customizable workflows and automation features save a lot of time and help keep everything organized." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532) CS Carlos S. Quality Engineer > "The lack of possibility to integrate with sharepoint domain." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6474886) AP Amitabh P. Technical support engineer > "It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373) FJ Frank J. Network Architect > "Some working flow is not flexsible for me， not sure whether it is a configuration issue or not？" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6141330) RR Richard R. IT Manager > "Overall as a starting point, it worked, but the group as a whole needed a more elaborate solution with a focus on more detailed..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6846976) AM Alex M. IT Service Manager > "Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6441994) LN Luciano N. Senior Film Technician > "Really good and easy, ticketing is good and being able to allocate work & comments are helpful over long periods of time" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7109408) TT Terry T. IT asset manager > "The out of box feature in this module was not useful for my purposes." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6082284) RM Robert M. Cybersecurity Engineer > "Offer robust features that helps to improve the customer experience and reduces workload on customer support team." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158) FV Filippo V. CTO > "It is very difficult to set up." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6796996) Eric T. Director, Digital Transformation > "Being able to tie KBs to the customer interface is extremely helpful." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242) EW Evelyn W. IT Assistant > "But learning part is rough." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804) PA Peter A. IT Asset,Configuration Manager, Service Catalog and Knowledge Manager > "I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6584366) MF MARITZA F. BILLER > "SOME TIMES WE CAN NOT TO CONNECT TO THE SUPPORT" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6104781) CF Carlos F. Endpoint System Administrator > "With the seamless tools imbedded in the program, it has enhance our productively and user communication." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6496603) YS Yuval S. IR Analyst > "The colors are boring, they can add more life to it." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118822) VR Verified Reviewer Junior Software Engineer > "We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6329273) BD Bishal D. Backend Developer > "It was costly for us when we used it for the startup company." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5097214) AM Aditya M. QA Lead > "its workflow management - easy transition from one state to another .access management - restricting users from updating or..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5026412) Melissa S. Global Learning & Development Business Partner > "Some features are really too basic or even missing from the instance which means you have to customize a lot and if you are not..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___3861008) Edward K. App Integrations Specialist > "The product can be configured in many different ways to support your requirements, and it's good value for small teams." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7004161) MT Mateusz T. marketing > "Configuration of accesses and views is a task for an experienced user. And with a possible configuration error, it may take some time..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4576227) VR Verified Reviewer QA Analyst engineer > "The flexibility, all the things you can setup for a project to be tracked here, the board management, workflows, assignments, roles..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6132288) RA Ruchir A. Cloud Support Engineer > "Searching for issues becomes challenging sometimes" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6284188) Chris B. Support Specialist > "The integration into Slack was very helpful for communication among teammates." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041344) Meera J. Senior Liferay Developer > "It's hard to manage tasks when you you have lengthy project and number of tickets & number of users are high" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4404225) MG Mike G. Member of Technical Staff > "You can easily create and assign IT service request." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044) VR Verified Reviewer Client Lead > "Dashboard needs more timely updates as sometimes it doesn’t reflect the right amount of issues a team member is working on." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4408793) AH Aaron H. Sales and Inventory Analyst > "This helps tailor incident, request, and problem management processes." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6551147) VR Verified Reviewer HelpDesk N1 > "For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4782124) BD Bishal D. Backend Developer > "I love its user-friendly interface and its automation." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5097214) VR Verified Reviewer Sales Manager > "The interface feels complex and not very intuitive, which can slow down day-to-day use." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7143131) SC Serhat C. Senior Software Developer > "The interface is user friendly." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6056557) AM Antti M. Product Owner > "The Atlassian products don’t have that Atlassian-feel anymore to be honest." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649) AS Alexis S. CSR > "Also, the interface with Outlook is excellent." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4602697) CS Carlos S. Quality Engineer > "The lack of possibility to integrate with sharepoint domain." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6474886) VS Vinay S. Test engineer > "user Friendly interface," [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4621085) GM Gilberto M. Technical Product Manager > "The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___3681639) BT Benjamin T. IT-Systemadministrator > "It integrates seamlessly with other tools in the Atlassian ecosystem and allows teams to build highly tailored workflows and..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7143024) KB Kirstin B. VP Content Strategy > "I have yet to meet a system that we cannot integrate into our jira instance." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5001509) RK Raul K. Group Director of Technology > "It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7037998) MP Mario P. QA Engineer > "The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622705) Eric T. Director, Digital Transformation > "As a Atlassian shop, it was easy to integrate, provision and manage JIRA Service Management within the Atlassian platform." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242) VR Verified Reviewer Marketing Technology Manager > "The general usability of the platform is also not very intuitive with many fields to fill in that are difficult to understand." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4556880) GT Gary T. Cloud Architect > "How well it integrates with the broader Atlassian ecosystem (like Confluence and Jira Software)" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6795896) Mike S. IT Especialist > "Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4793217) CF Carlos F. Endpoint System Administrator > "With the seamless tools imbedded in the program, it has enhance our productively and user communication." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6496603) AA Andrew A. Hardware Engineer > "It didn't feel super user friendly when I first started using it." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4817235) BL Bruno L. Consultant > "Jira is user-friendly and intuitive." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138561) MF MARITZA F. BILLER > "SOME TIMES WE CAN NOT TO CONNECT TO THE SUPPORT" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6104781) MP Mario P. QA Engineer > "It’s reliable, but it could definitely be a bit more user-friendly." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622705) VR Verified Reviewer Client Lead > "Dashboard needs more timely updates as sometimes it doesn’t reflect the right amount of issues a team member is working on." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4408793) EAJ Esami Allan J. Web Developer > "Overall experience about Jira Service Management is commendable ,easy to use and manage .Offer" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6856000) AS Abhishek S. Portfolio manager > "Sometimes it gets really difficult to contact support team in case there is any technical issue." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4417294) RM Robert M. Cybersecurity Engineer > "Offer robust features that helps to improve the customer experience and reduces workload on customer support team." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158) GT Gregor T. Senior Operations Executive > "We use it for a large number of issues, mostly surrounding employee payment issues and glitches." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___3563315) [View Reviews](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) ## User interface 4.55 (798) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) 4.46 (778) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Access Controls/Permissions 207 Important Activity Dashboard 150 Important AI Copilot 120 Important Freshservice Top features 25/50 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - AI Text Generation - Alerts/Escalation - API - Attachments/Screencasts - Automated response - Automated Responses - Automated Routing - Autonomous Task Execution - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Data Security - Email Management - Email Templates - Email to Case - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Macros/Templated Responses - Mobile Access - Mobile App - Mobile User Support - Multi-Channel Communication - Multiple Data Sources - Natural Language Interaction - Performance Metrics - Personalization - Predictive Analytics - Prioritization - Proactive Assistance - Queue Management - Real-Time Chat - Real-Time Monitoring [See all features](https://www.capterra.com/p/132997/Freshservice/#features) JIRA Service Management 20/50 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - AI Text Generation - Alerts/Escalation - API - Attachments/Screencasts - Automated response - Automated Responses - Automated Routing - Autonomous Task Execution - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Data Security - Email Management - Email Templates - Email to Case - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Macros/Templated Responses - Mobile Access - Mobile App - Mobile User Support - Multi-Channel Communication - Multiple Data Sources - Natural Language Interaction - Performance Metrics - Personalization - Predictive Analytics - Prioritization - Proactive Assistance - Queue Management - Real-Time Chat - Real-Time Monitoring [See all features](https://www.capterra.com/p/227102/JIRA-Service-Management/#features) ### Recognition Freshservice is recognized as a top-rated tool in 5 Capterra Shortlist reports JIRA Service Management is recognized as a top-rated tool in 5 Capterra Shortlist reports ### Deployment & support Freshservice Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos JIRA Service Management Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Freshservice - By Freshworks - Located in United States - Founded in 2011 JIRA Service Management - By Atlassian - Located in United States - Founded in 2013 ## Popular Comparisons [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) $19/month Price $115/month 4.3 Features 4.4 4.6 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/132997-164283/Freshservice-vs-Zendesk) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.46 (778)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [PDQ Deploy & Inventory](https://www.capterra.com/p/174535/PDQ-Deploy/)[4.80 (341)](https://www.capterra.com/p/174535/PDQ-Deploy/reviews/) $20/month Price $1950/year 4.5 Features 4.7 4.2 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/174535-227102/PDQ-Deploy-vs-JIRA-Service-Management) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,475)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $19/month Price $19/month 4.3 Features 4.3 4.6 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-132997/Freshdesk-vs-Freshservice) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.46 (778)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Rippling](https://www.capterra.com/p/172127/Rippling/)[4.86 (4,880)](https://www.capterra.com/p/172127/Rippling/reviews/) $20/month Price CA$8/month 4.5 Features 4.8 4.2 Ease of Use 4.9 [View full comparison](https://www.capterra.com/compare/172127-227102/Rippling-vs-JIRA-Service-Management) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $19/month Price R$35/month 4.3 Features 4.7 4.6 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/132997-202528/Freshservice-vs-Milvus) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.46 (778)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Action1](https://www.capterra.com/p/180609/Action1-RMM/)[4.91 (239)](https://www.capterra.com/p/180609/Action1-RMM/reviews/) $20/month Price Contact vendor for pricing 4.5 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/180609-227102/Action1-RMM-vs-JIRA-Service-Management) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $19/month Price $15/month 4.3 Features 4.6 4.6 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-132997/LiveAgent-vs-Freshservice) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.46 (778)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $20/month Price R$35/month 4.5 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/202528-227102/Milvus-vs-JIRA-Service-Management) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,216)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.6 Ease of Use 4.4 [View full comparison](https://www.capterra.com/compare/132997-169505/Freshservice-vs-Zoho-Desk) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.46 (778)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Wrike](https://www.capterra.com/p/76113/Wrike/)[4.37 (3,039)](https://www.capterra.com/p/76113/Wrike/reviews/) $20/month Price $10/month 4.5 Features 4.3 4.2 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/76113-227102/Wrike-vs-JIRA-Service-Management) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Supremo Remote Desktop](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/) [4.67 (447)](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/reviews/) $19/month Price $199/year 4.3 Features 4.5 4.6 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/132997-177094/Freshservice-vs-Supremo-Remote-Desktop) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.46 (778)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [N-central](https://www.capterra.com/p/13803/N-central/)[4.16 (253)](https://www.capterra.com/p/13803/N-central/reviews/) $20/month Price $1.75 4.5 Features 4.2 4.2 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/13803-227102/N-central-vs-JIRA-Service-Management)