Software · head to head
Jira Service Management vs Freshworks Customer Service Suite
Freshworks Customer Service Suite
Software
Unified customer service powered by AI
- From
- Free
- Rated
- -
The short version
- Each has a real cost: 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; Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams
- They diverge on capability: Jira Service Management covers Incident management, Freshworks Customer Service Suite covers Unified inbox.
Where they differ
Only the attributes on which Jira Service Management and Freshworks Customer Service Suite actually diverge.
| Attribute | Jira Service Management | Freshworks Customer Service Suite |
|---|---|---|
| Pricing model | subscription | Unknown |
| Platforms | Web, Ios, Android | Web, Mobile (iOS, Android) |
| Founded | 2002 | 2010 |
Identical on both: starting price (Free), free tier (Yes), 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 Jira Service Management
- Incident management
- Change management
- Problem management
- Asset management
- Knowledge management
- SLAs
- Jira Software
- Confluence
Only in Freshworks Customer Service Suite
- Unified inbox
- AI-powered chatbot
- Ticketing system
- Self-service portal
- Analytics
- Automation
- Microsoft Teams
- Salesforce
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.
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
Freshworks Customer Service Suite
- Customer supportnot Jira Service Management
- Help desknot Jira Service Management
- Self-servicenot Jira Service Management
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
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
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
Pricing, plan by plan
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
Freshworks Customer Service Suite
FreeNo published plan breakdown. See the Freshworks Customer Service Suite review.
Which should you pick?
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.
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.
Questions people ask
- Is Jira Service Management or Freshworks Customer Service Suite better?
- Neither clearly leads. Jira Service Management starts at Free and Freshworks Customer Service Suite at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Jira Service Management or Freshworks Customer Service Suite?
- Jira Service Management starts at Free and Freshworks Customer Service Suite at Free.
- Does Jira Service Management or Freshworks Customer Service Suite run on more platforms?
- Jira Service Management runs on Web, Ios, Android. Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android).
- Can I use Jira Service Management for free?
- Both have a free tier, so you can try either at no cost before committing.
- What is Jira Service Management best used for?
- Jira Service Management is most often used for it service management, incident response, change management, asset tracking. Of those, it service management and incident response are not what Freshworks Customer Service Suite is typically brought in for.
- What can Jira Service Management do that Freshworks Customer Service Suite cannot?
- Jira Service Management covers Incident management, Change management, Problem management, Asset management. Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. 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