Freshservice vs Jira Service Management: Which ITSM is for You

Jira vs Freshservice: Find Your Best ITSM Software

A straightforward look at well-known advanced help desk solutions - Freshservice vs Jira Service Management. This video is made to guide you through and showcase the main pros and cons of both IT systems, based on their interface, pricing, features, integrations, and user reviews.

Interface

Both Freshservice and Jira Service Management offer a user-friendly interface. On the other hand, JSM is broader when it comes to customizations; however, some parts might require extra technical support to manage them effectively. In such a case, Freshservice is cleaner and more intuitive for even non-technical users.

Pricing

There are four pricing plans on both platforms. A free trial is present in both, unlike the free pricing plan, which is only being offered by Jira Service Management.

In the video, we take as an example a company of 20 agents. For all users per month, it would now cost $380 Standard or $956 Premium with Jira Service Management. With Freshservice Standard plan is the same - $380/month; however, Premium is a bit more expensive - 980$/month.

So, if you have a bigger team, Jira Service Management usually comes out cheaper than Freshservice.

Features

Freshservice and JSM basic plans include incident management, SLA management, self-service portal, multiple portal languages, and analytics.

Below you will find areas that are rather different, or not present at all, depending on the platform.

Service request management, email and embeddable widget support - present in all plans in Jira Service Management, on Freshservice, there is a lack of such in any plan.

Problem & change management, release management - available in all plans of Jira Service Management, unlike Freshservice, which is only present in premium plans.

Integrations

The number of integrations is significantly larger on Jira Service Management. It can be extended with over 3,000 apps from Atlassian Marketplace, while Freshservice only has its 18 native integrations, the main ones are mentioned in the video.

Users' Review

Go with Freshservice when you prioritize simplicity and fast deployment. Otherwise, if you value deep integrations, scalable workflow automations - Jira Service Management; their constant synchronization with Atlassian apps, and advanced customization everywhere is the solution you will not regret.

The choice always depends on what case you bring to the table and what needs to be satisfied. Find out what service desk platform is the best for you.

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