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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (42.9% of reviews)
Entry-Level Pricing
$15.00 Per Month
0/agent/month
Freshdesk
Star Rating
(3,610)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansJira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (42.9% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in ease of use with a score of 8.8, making it particularly user-friendly for small businesses. In contrast, Jira Service Management, while still solid at 8.2, is noted for having a steeper learning curve, especially for new users.
- Reviewers mention that Freshdesk's ticket creation user experience is rated at 8.9, which is highly praised for its intuitive interface. Jira Service Management, however, scores slightly higher at 9.0, indicating a more streamlined process for ticket creation, which users find beneficial for efficiency.
- G2 users highlight that Freshdesk's quality of support is rated at 8.7, with many appreciating the responsiveness and helpfulness of the support team. Jira Service Management, while also strong at 8.4, has received feedback indicating that response times can vary, leading to some frustration among users.
- Reviewers mention that Freshdesk's automation features, particularly in response automation, score 8.5, which users find helpful for managing repetitive tasks. Jira Service Management matches this with a score of 8.9, but users note that its automation capabilities are more robust, allowing for more complex workflows.
- Users on G2 report that Freshdesk's customization options score 8.1, which is adequate for small businesses but may lack depth for larger organizations. In contrast, Jira Service Management shines with a score of 8.5, offering extensive customization features that cater to diverse business needs.
- Reviewers mention that both products have strong customer portal features, with Freshdesk scoring 8.6 and Jira Service Management at 8.9. Users appreciate the self-service capabilities in both, but Jira's portal is often highlighted for its more comprehensive functionality and user-friendly design.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Free Trial
Freshdesk
Free Trial is available
Jira Service Management
Free Trial is available
Ratings
Meets Requirements
8.6
3,175
8.7
844
Ease of Use
8.8
3,197
8.2
851
Ease of Setup
8.6
2,258
8.0
459
Ease of Admin
8.7
2,153
8.0
363
Quality of Support
8.7
3,074
8.4
728
Has the product been a good partner in doing business?
8.8
2,078
8.7
340
Product Direction (% positive)
8.8
3,150
8.7
813
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
9.0
82
8.8
2226
|
Verified
9.0
80
8.5
2139
|
Verified
8.9
81
8.5
2033
|
Verified
8.9
79
8.3
1797
|
Verified
8.8
78
8.5
2085
|
Verified
8.8
80
8.7
2007
|
Verified
9.2
79
8.2
1371
|
Verified
8.5
77
Generative AI
7.3
330
7.9
54
7.4
327
7.9
53
Agentic AI - Help Desk
7.1
59
8.3
41
6.9
59
8.5
40
7.2
57
8.3
40
Communication Channels
8.6
1921
|
Verified
8.9
80
8.9
2068
|
Verified
8.9
80
8.4
1312
|
Verified
8.3
73
8.0
1193
|
Verified
8.1
71
7.9
940
|
Verified
7.9
68
Platform
8.0
1156
|
Verified
8.1
83
8.1
1663
|
Verified
8.4
85
8.6
1546
|
Verified
8.8
86
8.2
1141
|
Verified
8.8
83
8.0
1861
|
Verified
8.7
83
8.3
1960
|
Verified
8.7
80
Administration
Not enough data
8.9
165
|
Verified
Not enough data
8.5
159
|
Verified
Not enough data
8.9
171
|
Verified
Service Desk
Not enough data
8.9
177
|
Verified
Not enough data
8.8
177
|
Verified
Not enough data
8.8
176
|
Verified
Management
Not enough data
9.0
153
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
144
|
Verified
Not enough data
8.6
139
|
Verified
Functionality
Not enough data
9.2
159
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
152
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
8.3
80
Not enough data
8.5
79
Not enough data
8.3
80
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Channels
8.3
353
Not enough data
7.9
332
Not enough data
7.5
323
Not enough data
Design
8.2
330
Not enough data
7.8
335
Not enough data
8.2
355
Not enough data
8.3
341
Not enough data
8.4
331
Not enough data
Generative AI
7.7
265
Not enough data
7.7
265
Not enough data
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Monitoring
Not enough data
8.9
145
|
Verified
Not enough data
9.0
149
|
Verified
Not enough data
9.1
146
|
Verified
Not enough data
8.5
69
Management Tools
Not enough data
9.1
149
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.0
135
|
Verified
Generative AI
Not enough data
8.0
76
Not enough data
8.3
74
Agentic AI - Incident Management
Not enough data
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
Conversational Platform
8.3
433
Not enough data
8.3
379
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
409
Not enough data
8.2
372
Not enough data
8.2
313
Not enough data
Generative AI
7.4
208
Not enough data
7.4
205
Not enough data
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
495
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1663
|
Verified
8.4
85
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
Not enough data
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.4
238
Not enough data
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
Not enough data
Generative AI
8.2(won by default)
80
Not enough data
8.1(won by default)
80
Not enough data
Process
8.6(won by default)
163
Not enough data
9.3(won by default)
483
Not enough data
8.6(won by default)
374
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
340
Not enough data
8.2(won by default)
55
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
170
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
446
Not enough data
Generative AI
7.7
87
Not enough data
7.7
86
Not enough data
Generative AI
Not enough data
8.3
25
Agentic AI - IT Alerting
Not enough data
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Incident Management
Not enough data
8.7
305
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
279
Not enough data
8.5
275
Reporting
Not enough data
8.5
308
Not enough data
8.4
301
Not enough data
8.2
231
Access & Usability
Not enough data
8.1
227
Not enough data
8.6
275
Not enough data
8.5
236
Not enough data
8.4
231
Agentic AI - Service Desk
Not enough data
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
74
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Jira Service Management are categorized as Help Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Is Jira a service management tool?
2 Comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
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