Customer Support · head to head
Freshservice vs Jira Service Management
Jira Service Management
Customer Support
High-velocity service management
- From
- Free
- Rated
- -
The short version
- Only Jira Service Management has a free tier, so it costs nothing to try first.
- Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; 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: Freshservice covers Knowledge base, Jira Service Management covers Problem management.
Where they differ
Only the attributes on which Freshservice and Jira Service Management actually diverge.
| Attribute | Freshservice | Jira Service Management |
|---|---|---|
| Starting price | $19/month | Free |
| Free tier | No | Yes |
| Founded | 2010 | 2002 |
Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).
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 Freshservice
- Knowledge base
- Automation
- Reporting
- Microsoft Teams
- AWS
- Azure
- G Suite
- HIPAA
Only in Jira Service Management
- Problem management
- Knowledge management
- SLAs
- Jira Software
- Confluence
- PagerDuty
- Opsgenie
- FedRAMP
Both cover
- Incident management
- Asset management
- Change management
- Slack
- SOC2
- ISO27001
- GDPR
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
Freshservice
- IT service management and internal help desk ticketingnot Jira Service Management
- Asset management and change control for IT teamsnot Jira Service Management
Jira Service Management
- IT service managementnot Freshservice
- Incident responsenot Freshservice
- Change managementnot Freshservice
- Asset trackingnot Freshservice
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Freshservice
- Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
- Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
- Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
- The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
- Sandbox and audit logs are Enterprise only, which carries no published price
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
Freshservice
$19/month- Starter$19/month
- Incident management
- Knowledge base
- Self-service portal
- Growth$49/month
- Asset management
- Approval workflows
- SLA management
- Pro$95/month
- Problem management
- Change management
- Release management
- Enterprise$119/month
- Freddy AI
- Audit logs
- Custom SSL
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 Freshservice if
- You need knowledge base.
- You work on Web, Ios, Android.
- You also want automation.
Choose Jira Service Management if
- You need problem management.
- You want to start without paying.
- You work on Web, Ios, Android.
- You also want knowledge management.
Questions people ask
- Is Freshservice or Jira Service Management better?
- Neither clearly leads. Freshservice 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, Freshservice or Jira Service Management?
- Jira Service Management has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Jira Service Management.
- Does Freshservice 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 Jira Service Management for free?
- Yes. Jira Service Management has a free tier, so you can try it without paying. Freshservice starts at $19/month.
- What is Freshservice best used for?
- Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Jira Service Management is typically brought in for.
- What can Freshservice do that Jira Service Management cannot?
- Freshservice covers Knowledge base, Automation, Reporting, Microsoft Teams. Jira Service Management covers Problem management, Knowledge management, SLAs, Jira Software. Both handle Incident management, Asset management, Change management, Slack.