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Freshchat vs Jira Service Management

Freshchat logo

Freshchat

Live Chat

Modern messaging for customer engagement

From
Free
Free plan
Yes
Full reviewWebsite
Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Each has a real cost: Freshchat the free plan covers up to 10 agents and omits social messengers, SMS and reporting; Jira Service Management pricing information not available on main product page; Atlassian does not publish standard rates on this landing page
  • They diverge on capability: Freshchat covers Live chat, Jira Service Management covers Incident management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshchat and Jira Service Management actually diverge.

Attributes where Freshchat and Jira Service Management differ
AttributeFreshchatJira Service Management
CategoryLive ChatCustomer Support
Founded20102002

Identical on both: starting price (Free), pricing model (subscription), free tier (Yes), platforms (Web, Ios, Android), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshchat

  • Live chat
  • Chatbots
  • Campaigns
  • WhatsApp
  • Instagram
  • Apple Business Chat
  • Freshdesk
  • Freshsales

Only in Jira Service Management

  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Knowledge management
  • SLAs
  • Jira Software
  • Confluence

Both cover

  • Slack
  • SOC2
  • GDPR
  • ISO27001
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Freshchat

  • Live chat on a website or in an appnot Jira Service Management
  • Shared inbox across chat, email and social messengersnot Jira Service Management
  • Chatbot deflection before a conversation reaches an agentnot Jira Service Management
  • Routing conversations by skill or language on the higher tiersnot Jira Service Management

Jira Service Management

  • IT service managementnot Freshchat
  • Incident responsenot Freshchat
  • Change managementnot Freshchat
  • Asset trackingnot Freshchat

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshchat

  • The free plan covers up to 10 agents and omits social messengers, SMS and reporting
  • Reporting and social channels need Growth at $19 per agent per month billed annually
  • Intelligent routing, multilingual support and custom dashboards require Pro at $49 per agent per month
  • Skill-based routing, audit logs and IP whitelisting are Enterprise only at $79 per agent per month
  • Freddy AI is charged on top of the seat price, at $49 per 100 agent sessions and $29 per agent per month for Copilot

Jira Service Management

  • Pricing information not available on main product page; Atlassian does not publish standard rates on this landing page
  • Customers must navigate to separate pricing section or contact sales for cost information

Pricing, plan by plan

Freshchat

Free
  • FreeFree
    • Up to 10 agents
    • Chat widget for web and mobile
    • Shared inbox
  • Growth$19/month
    • Per agent, billed annually
    • Social media messengers, SMS/text messaging
    • Reporting and analytics
  • Pro$49/month
    • Per agent, billed annually (marked Most Popular)
    • Multilingual conversations
    • Custom dashboards, intelligent routing
  • Enterprise$79/month
    • Per agent, billed annually
    • Skill-based routing, audit logs
    • JWT authentication, IP whitelisting

Jira Service Management

Free
  • FreeFree
    • 3 agents
    • Ticket management
    • Knowledge base
  • Standard$20/month
    • Unlimited customers
    • 250 agents
    • 20 GB storage
  • Premium$45/month
    • Advanced incident management
    • Asset management
    • Change management
  • Enterprise$undefined/month
    • Unlimited sites
    • 24/7 support
    • Data residency

Which should you pick?

Choose Freshchat if

  • You need live chat.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want chatbots.
Freshchat review

Choose Jira Service Management if

  • You need incident management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want change management.
Jira Service Management review

Questions people ask

Is Freshchat or Jira Service Management better?
Neither clearly leads. Freshchat starts at Free and Jira Service Management at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshchat or Jira Service Management?
Freshchat starts at Free and Jira Service Management at Free.
Does Freshchat or Jira Service Management run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Freshchat for free?
Both have a free tier, so you can try either at no cost before committing.
What is Freshchat best used for?
Freshchat is most often used for live chat on a website or in an app, shared inbox across chat, email and social messengers, chatbot deflection before a conversation reaches an agent, routing conversations by skill or language on the higher tiers. Of those, live chat on a website or in an app and shared inbox across chat, email and social messengers are not what Jira Service Management is typically brought in for.
What can Freshchat do that Jira Service Management cannot?
Freshchat covers Live chat, Chatbots, Campaigns, WhatsApp. Jira Service Management covers Incident management, Change management, Problem management, Asset management. Both handle Slack, SOC2, GDPR, ISO27001.

Answered from the vendors’ own pages

Freshchat: What is the cost of Freshchat's Growth plan?

Growth plan costs $19 per agent per month when billed annually. It includes social media messengers, SMS/text messaging, and reporting. AI agent features are available as an add-on at $49 per 100 sessions.

Source
Jira Service Management: How much does Jira Service Management cost?

Jira Service Management pricing is not published on the main product page. Atlassian requires customers to visit the dedicated pricing section or contact their sales team to obtain rates. Enterprise and volume discounts are available through individual consultation.

Source
Freshchat: Does Freshchat offer a free trial?

Yes. Freshchat provides a 14-day free trial with full Enterprise plan access. After trial expiration, the Free plan supports up to 10 agents at $0/month, with no cancellation fees.

Source
Freshchat: How much does Freshchat's Pro plan cost?

The Pro plan (marked Most Popular) costs $49 per agent per month when billed annually. It includes multilingual conversations, custom dashboards, intelligent routing, and multiple SLA policies. AI Copilot is available as an add-on at $29/agent/month.

Source
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