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.
- Knowledge base
Freshservice has an in-built one, while Jira Service Management requires a Confluence subscription.
- Workflow automations
JSM mostly has built-in workflow automation, when Freshservice requires third-party integrations to enable the feature.
- Premium features
You can manage repetitive and manual tasks with Freshservice Freddy AI. Alternatively, Jira Service Management offers global and multi-project automation, also in more advanced pricing plans.
- Security
Freshservice has SSL encryption included in all plans. Jira Service Management requires Atlassian Access to sync SSO, SCIM, and Active Directory.
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
- UI is outstanding and easy to use on both platforms.
- Companies that are focused more on inventory management, like e-commerce & retail, manufacturing, etc., choose Jira Service Management first as more comfortable to work with. When the focus is set more on asset management, companies, like IT service providers, software product development, and facility management, prefer Freshservice.
- Users appreciate Freshservice automation workflow, whereas on Jira Service Management, it might be difficult to configure.
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.