Customer Support · head to head
Freshworks Customer Service Suite vs Jira Service Management
Freshworks Customer Service Suite
Customer Support
Unified customer service powered by AI
- From
- Free
- Rated
- -
Jira Service Management
Customer Support
High-velocity service management
- From
- Free
- Rated
- -
The short version
- Each has a real cost: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; 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: Freshworks Customer Service Suite covers Unified inbox, Jira Service Management covers Incident management.
Where they differ
Only the attributes on which Freshworks Customer Service Suite and Jira Service Management actually diverge.
| Attribute | Freshworks Customer Service Suite | Jira Service Management |
|---|---|---|
| Pricing model | Unknown | subscription |
| Platforms | Web, Mobile (iOS, Android) | Web, Ios, Android |
| Founded | 2010 | 2002 |
Identical on both: starting price (Free), free tier (Yes), 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 Freshworks Customer Service Suite
- Unified inbox
- AI-powered chatbot
- Ticketing system
- Self-service portal
- Analytics
- Automation
- Microsoft Teams
- Salesforce
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.
Freshworks Customer Service Suite
- Customer supportnot Jira Service Management
- Help desknot Jira Service Management
- Self-servicenot Jira Service Management
Jira Service Management
- IT service managementnot Freshworks Customer Service Suite
- Incident responsenot Freshworks Customer Service Suite
- Change managementnot Freshworks Customer Service Suite
- Asset trackingnot Freshworks Customer Service Suite
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Freshworks Customer Service Suite
- Separate products for support, chat, and CRM create context fragmentation between teams
- Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
- Customization beyond default configurations requires significant training and consulting fees
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
Freshworks Customer Service Suite
FreeNo published plan breakdown. See the Freshworks Customer Service Suite 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 Freshworks Customer Service Suite if
- You need unified inbox.
- You want to start without paying.
- You work on Web, Mobile (iOS, Android).
- You also want ai-powered chatbot.
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.
Questions people ask
- Is Freshworks Customer Service Suite or Jira Service Management better?
- Neither clearly leads. Freshworks Customer Service Suite 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, Freshworks Customer Service Suite or Jira Service Management?
- Freshworks Customer Service Suite starts at Free and Jira Service Management at Free.
- Does Freshworks Customer Service Suite or Jira Service Management run on more platforms?
- Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Jira Service Management runs on Web, Ios, Android.
- Can I use Freshworks Customer Service Suite for free?
- Both have a free tier, so you can try either at no cost before committing.
- What is Freshworks Customer Service Suite best used for?
- Freshworks Customer Service Suite is most often used for customer support, help desk, self-service. Of those, customer support and help desk are not what Jira Service Management is typically brought in for.
- What can Freshworks Customer Service Suite do that Jira Service Management cannot?
- Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Jira Service Management covers Incident management, Change management, Problem management, Asset management. Both handle Slack, SOC2, GDPR, ISO27001.
Answered from the vendors’ own pages
Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?
The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.
SourceFreshworks Customer Service Suite: Does Freshworks offer a free tier?
Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.
SourceFreshworks Customer Service Suite: Does Freshworks integrate with Slack?
Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.
Source