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Customer Support · head to head

Freshservice vs Jira Service Management

Freshservice logo

Freshservice

Customer Support

Modern IT service management

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

Jira Service Management

Customer Support

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: 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 pricing information not available on main product page; Atlassian does not publish standard rates on this landing page
  • They diverge on capability: Freshservice covers Knowledge base, Jira Service Management covers Problem management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Freshservice and Jira Service Management differ
AttributeFreshserviceJira Service Management
Starting price$19/monthFree
Free tierNoYes
Founded20102002

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

  • 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

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.
Freshservice review

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.
Jira Service Management review

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.

Answered from the vendors’ own pages

Freshservice: How much does Freshservice cost?

Freshservice is priced per agent per month on annual billing: Starter at $19, Growth at $49 and Pro at $99. Enterprise is quoted by sales. Freshworks states annual billing is 20% cheaper than monthly.

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
Freshservice: Does Freshservice have a free trial?

Yes. Freshworks states you get free unrestricted access to all features available in Freshservice for 14 days after sign up, plus 3 free Day Passes for occasional agents.

Source
Freshservice: Which Freshservice plan includes change management?

Problem management, change management, major incident management and release management all start on the Pro plan at $99 per agent per month. The Growth plan at $49 covers service catalog, SLA and on-call management.

Source
Freshservice: How much does Freddy AI cost on Freshservice?

Freddy AI Copilot is an optional add-on at $29 per agent per month on the Pro plan. The Freddy AI Agent in its Classic form is included on the Enterprise plan.

Source
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