We performed a comparison between Freshservice and Jira based on real PeerSpot user reviews.
Find out in this report how the two Project Management Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"There is a nice user interface."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"Freshservice's best feature is its user-friendliness."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The feature that I have found most valuable is its ease of use. I don't need to train anyone to use it, I just give them access and they can use it to add comments, move their issues, change the status, monitor, read, and so on."
"The most valuable features of Jira are all the integrations with other systems. It's not the best in any specific area but it has lots of plug-ins and integrations."
"This solution focuses on lean methodology which we have found useful and it can also be used on any device."
"Work management software that has the flexibility to be configured for any company. It's stable, scalable, and offers responsive support."
"It is very straightforward and easy to use."
"I've never had a bug or a bug message that I needed to open a ticket for."
"I found it super useful, as it is customizable for different teams and users."
"We have not encountered difficulties with the scalability."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"It's hard to interact directly with the users themselves."
"I am not too happy with the page layout or screen layout since it always looks messy."
"We'd like better integration with other products."
"Not integrated with Google."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"This solution would be improved with the inclusion of integration with SVN, and auto-sync with the build release number."
"It should have its own repository for test case creation, so that one does not have to resort to third-party tools and plugins."
"In Jira, say on the team, no matter the methodology, it doesn't matter what I'm practicing, if I am using the tool for a while and I've compiled some sort of history. If I want to change my workflow, say my team is today using to-do in progress done, and tomorrow, I decide I want to use to-do in review and done, and I apply that new workflow, I have just now effectively lost all of my histories in terms of reporting."
"The features are not intuitive. It would be good if there were templates."
"Jira lacks easy capacity calculation compared to TFS, making it harder to know how much work to allocate to each specialist."
"Jira has recently updated their UI, but more can be done to make it even better."
"It would be ideal if the solution could be available as a mobile application."
"When we use the plugin in Jira so, there are two different systems which we are working on, Jira and the X-ray plugin. The X-ray plugin should be incorporated into Jira because we have to fetch two reports. One report is faxed through Jira, and one can be faxed through X-ray. So there needs to be clarity about which the Jira team should reflect."
Freshservice is ranked 10th in Project Management Software with 29 reviews while Jira is ranked 5th in Project Management Software with 266 reviews. Freshservice is rated 8.0, while Jira is rated 8.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Jira writes "A great centralized tool that has a good agile framework and is useful for day-to-day planning, task management, and work log efficacy". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Jira is most compared with Microsoft Azure DevOps, IBM Rational DOORS, OpenText ALM Octane, Rally Software and Polarion ALM. See our Freshservice vs. Jira report.
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