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Software · head to head

Freshdesk vs Jira Service Management

Freshdesk logo

Freshdesk

Software

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
Jira Service Management logo

Jira Service Management

Software

High-velocity service management

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Jira Service Management has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; Jira Service Management the vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure
  • They diverge on capability: Freshdesk covers Ticketing, Jira Service Management covers Incident management.

Where they differ

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

Attributes where Freshdesk and Jira Service Management differ
AttributeFreshdeskJira Service Management
Starting price$19/monthFree
Free tierNoYes
PlatformsWebWeb, Ios, Android
Founded20102002

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Unknown).

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 Freshdesk

  • Ticketing
  • Automation
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Reporting
  • Mobile apps

Only in Jira Service Management

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

Both cover

  • Slack
  • SOC2
  • ISO27001
  • GDPR

What people use each for

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

Freshdesk

  • Help desk and ticketing systemnot Jira Service Management
  • Customer support portal and knowledge basenot Jira Service Management
  • Multi-channel support coordinationnot Jira Service Management
  • AI-assisted support agent interactionnot Jira Service Management

Jira Service Management

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

Where each one falls short

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

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

Jira Service Management

  • The vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure

Pricing, plan by plan

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

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 Freshdesk if

  • You need ticketing.
  • You also want automation.
Freshdesk 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 Freshdesk or Jira Service Management better?
Neither clearly leads. Freshdesk starts at $19/month and Jira Service Management at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Jira Service Management?
Jira Service Management has a free tier; the other does not. Paid plans start at $19/month for Freshdesk and Free for Jira Service Management.
Does Freshdesk or Jira Service Management run on more platforms?
Freshdesk runs on Web. Jira Service Management runs on Web, Ios, Android.
Can I use Jira Service Management for free?
Yes. Jira Service Management has a free tier, so you can try it without paying. Freshdesk starts at $19/month.
What is Freshdesk best used for?
Freshdesk is most often used for help desk and ticketing system, customer support portal and knowledge base, multi-channel support coordination, ai-assisted support agent interaction. Of those, help desk and ticketing system and customer support portal and knowledge base are not what Jira Service Management is typically brought in for.
What can Freshdesk do that Jira Service Management cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Jira Service Management covers Incident management, Change management, Problem management, Asset management. Both handle Slack, SOC2, ISO27001, GDPR.
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