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Top Rated
132 Ratings

Freshservice

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Top Rated
132 Ratings
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Score 8.7 out of 100
529 Ratings
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Score 8.2 out of 100

Feature Set Ratings

  • Jira Service Management (Jira Service Desk) ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.9

Freshservice

79%
8.9

Jira Service Management (Jira Service Desk)

89%
Jira Service Management (Jira Service Desk) ranks higher in 5/7 features

Organize and prioritize service tickets

8.9
89%
68 Ratings
9.0
90%
78 Ratings

Expert directory

6.4
64%
49 Ratings
9.0
90%
2 Ratings

Service restoration

6.8
68%
41 Ratings
9.5
95%
2 Ratings

Self-service tools

8.3
83%
64 Ratings
8.1
81%
72 Ratings

Subscription-based notifications

8.3
83%
51 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

8.2
82%
58 Ratings
8.9
89%
65 Ratings

ITSM reports and dashboards

8.1
81%
56 Ratings
8.0
80%
66 Ratings

ITSM asset management

7.7

Freshservice

77%
10.0

Jira Service Management (Jira Service Desk)

100%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Configuration mangement

8.2
82%
52 Ratings
10.0
100%
1 Rating

Asset management dashboard

7.5
75%
53 Ratings
10.0
100%
1 Rating

Policy and contract enforcement

7.5
75%
39 Ratings
10.0
100%
1 Rating

Change management

7.8

Freshservice

78%
8.0

Jira Service Management (Jira Service Desk)

80%
Jira Service Management (Jira Service Desk) ranks higher in 2/3 features

Change requests repository

7.9
79%
51 Ratings
8.8
88%
67 Ratings

Change calendar

7.3
73%
43 Ratings
6.5
65%
2 Ratings

Service-level management

8.2
82%
50 Ratings
8.9
89%
71 Ratings

Attribute Ratings

  • Freshservice is rated higher in 1 area: Likelihood to Recommend
  • Jira Service Management (Jira Service Desk) is rated higher in 3 areas: Likelihood to Renew, Usability, Support Rating

Likelihood to Recommend

9.0

Freshservice

90%
69 Ratings
8.9

Jira Service Management (Jira Service Desk)

89%
79 Ratings

Likelihood to Renew

9.1

Freshservice

91%
2 Ratings
10.0

Jira Service Management (Jira Service Desk)

100%
1 Rating

Usability

9.0

Freshservice

90%
6 Ratings
9.6

Jira Service Management (Jira Service Desk)

96%
2 Ratings

Support Rating

8.2

Freshservice

82%
38 Ratings
8.9

Jira Service Management (Jira Service Desk)

89%
48 Ratings

Implementation Rating

8.9

Freshservice

89%
2 Ratings

Jira Service Management (Jira Service Desk)

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
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Atlassian

It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
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Pros

Freshworks Inc

  • Helpdesk Ticketing system for escalation and distributing among technicians.
  • Service requests for ordering processes and employee onboarding and termination.
  • Project Management is a useful tool for our IT department to track internal projects.
  • The reporting is very helpful reporting various metrics to leadership.
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Atlassian

  • Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
  • Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
  • Allow multiple different entry points and work flows for as many different needs your teams / company have
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Cons

Freshworks Inc

  • Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
  • When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
  • I really can think of any, I really have no complaints about the software
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Atlassian

  • Navigating through issues outside of a kan ban board can be confusing and task heavy.
  • It's easy to clutter up the tool. It could use some easy clean up capabilities.
  • User interface is decent, but could use work to make it more intuitive.
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Pricing Details

Freshservice

Starting Price

$19 Per Month Per User

Editions & Modules

Freshservice editions and modules pricing
EditionModules
Starter$19.001
Growth$49.002
Pro$89.003
Enterprise$1094

Footnotes

  1. Per Month Per User
  2. Per Month Per User
  3. Per Month Per User
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing

Jira Service Management (Jira Service Desk)

Starting Price

$0 per month

Editions & Modules

Jira Service Management (Jira Service Desk) editions and modules pricing
EditionModules
Free01
Standard202
Premium403
EnterpriseContact sales team4

Footnotes

  1. per month
  2. per agent/per month
  3. per agent/per month
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

Freshworks Inc

It's overall value in our organization is extremely high and it has become an essential part of our business.
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Atlassian

No answers on this topic

Usability

Freshworks Inc

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.
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Atlassian

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.
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Support Rating

Freshworks Inc

In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
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Atlassian

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.
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Implementation Rating

Freshworks Inc

think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
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Atlassian

No answers on this topic

Alternatives Considered

Freshworks Inc

SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
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Atlassian

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
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Return on Investment

Freshworks Inc

  • We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
  • We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
  • We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.
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Atlassian

  • It is definitely cheaper than Salesforce
  • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
  • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.
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Screenshots

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