<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
79 Ratings

Freshservice

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
79 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100
440 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
Jira Service Management (Jira Service Desk)
9.1
Organize and prioritize service tickets
Freshservice
9.6
Jira Service Management (Jira Service Desk)
9.1
Expert directory
Freshservice
8.3
Jira Service Management (Jira Service Desk)
9.0
Service restoration
Freshservice
9.8
Jira Service Management (Jira Service Desk)
9.5
Self-service tools
Freshservice
9.1
Jira Service Management (Jira Service Desk)
8.2
Subscription-based notifications
Freshservice
9.2
Jira Service Management (Jira Service Desk)
10.0
ITSM collaboration and documentation
Freshservice
8.7
Jira Service Management (Jira Service Desk)
8.9
ITSM reports and dashboards
Freshservice
8.4
Jira Service Management (Jira Service Desk)
8.7

ITSM asset management

Freshservice
8.6
Jira Service Management (Jira Service Desk)
10.0
Configuration mangement
Freshservice
9.0
Jira Service Management (Jira Service Desk)
10.0
Asset management dashboard
Freshservice
8.4
Jira Service Management (Jira Service Desk)
10.0
Policy and contract enforcement
Freshservice
8.3
Jira Service Management (Jira Service Desk)
10.0

Change management

Freshservice
8.9
Jira Service Management (Jira Service Desk)
7.9
Change requests repository
Freshservice
8.8
Jira Service Management (Jira Service Desk)
8.5
Change calendar
Freshservice
8.6
Jira Service Management (Jira Service Desk)
6.5
Service-level management
Freshservice
9.2
Jira Service Management (Jira Service Desk)
8.7

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 10.0
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.
Anonymous | TrustRadius Reviewer

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 9.5
Based on 2 answers
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Mhatet Ramos | TrustRadius Reviewer

Support Rating

Freshservice

Freshservice 10.0
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.5
Based on 50 answers
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

Jira Service Management (Jira Service Desk)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Jira Service Management (Jira Service Desk) Editions & Modules

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
  3. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.4
Jira Service Management (Jira Service Desk)
8.8

Likelihood to Renew

Freshservice
9.1
Jira Service Management (Jira Service Desk)
10.0

Usability

Freshservice
8.9
Jira Service Management (Jira Service Desk)
9.5

Support Rating

Freshservice
10.0
Jira Service Management (Jira Service Desk)
8.5

Implementation Rating

Freshservice
8.2
Jira Service Management (Jira Service Desk)

Add comparison