# Freshdesk vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in user experience, particularly with its intuitive ticket management system. Users appreciate features like automated ticket creation and customizable ticket flow configurations, which help streamline support processes and enhance customer satisfaction.
- **Users say** that Jira Service Management is a strong contender for teams needing robust project management capabilities. Reviewers highlight its no-code automation engine and flexible ITSM workflows, making it a versatile tool for various departments, including IT and support.
- **According to verified reviews** , Freshdesk stands out for its ease of setup and administration. Users frequently mention the straightforward onboarding process and the ability to quickly configure settings, which allows teams to get up and running without extensive training.
- **Reviewers mention** that while Jira Service Management offers excellent ticket tracking and monitoring features, some users find it less intuitive compared to Freshdesk. This can lead to a steeper learning curve for new users, especially those unfamiliar with project management tools.
- **G2 reviewers highlight** Freshdesk's strong customer support, with many users praising the quality of assistance they receive. Features like ticket collaboration and a well-organized customer portal contribute to a positive support experience, ensuring that issues are resolved efficiently.
- **Users report** that Jira Service Management provides a clean customer portal that aligns development, IT, and business teams, but some find its reporting capabilities slightly less user-friendly than those of Freshdesk. This can impact how easily teams can analyze their support metrics and performance.



| | Freshdesk | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 3,749 | 987 | 
| **Largest Market Segment** | Small-Business (48.7% of reviews) | Mid-Market (42.9% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | 0/agent/month   | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Steep Learning Curve (29 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3280 reviews) | 8.8 (873 reviews) | 
  | **Ease of Use** | 8.9 (3304 reviews) | 8.2 (880 reviews) | 
  | **Ease of Setup** | 8.6 (2360 reviews) | 8.0 (486 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 8.7 (3179 reviews) | 8.4 (756 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3249 reviews) | 8.7 (838 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


[Browse all 4 editions](https://www.g2.com/products/jira-service-management/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2595 |
| **Jira Service Management** | 8.6/10 | 107 |

#### Ticket and Case Management

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2253 reviews) ✓ Verified | 9.0 (86 reviews) | 
| **Ticket response user experience** | 8.8 (2266 reviews) ✓ Verified | 9.1 (81 reviews) | 
| **Workflow** | 8.5 (2193 reviews) ✓ Verified | 8.9 (87 reviews) | 
| **Response Automation** | 8.5 (2068 reviews) ✓ Verified | 8.9 (81 reviews) | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | 8.8 (85 reviews) | 
| **Attachments/Screencasts** | 8.5 (2094 reviews) ✓ Verified | 8.8 (84 reviews) | 
| **Ticket Collaboration** | 8.7 (2028 reviews) ✓ Verified | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | 8.5 (78 reviews) | 

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | 8.0 (55 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 7.9 (54 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | 8.3 (41 reviews) | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 8.5 (40 reviews) | 
| **Proactive Assistance** | 7.2 (56 reviews) | 8.3 (40 reviews) | 

#### Communication Channels

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | 8.9 (81 reviews) | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 8.9 (80 reviews) | 
| **Chat/Live Support** | 8.4 (1317 reviews) ✓ Verified | 8.3 (75 reviews) | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | 8.1 (71 reviews) | 
| **Voice** | 7.9 (936 reviews) ✓ Verified | 7.9 (68 reviews) | 

#### Platform

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | 8.1 (1160 reviews) ✓ Verified | 8.1 (85 reviews) | 
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 8.4 (87 reviews) | 
| **User, Role, and Access Management** | 8.6 (1551 reviews) ✓ Verified | 8.9 (92 reviews) | 
| **Integration** | 8.3 (1156 reviews) ✓ Verified | 8.8 (87 reviews) | 
| **Reporting** | 8.0 (1881 reviews) ✓ Verified | 8.7 (86 reviews) | 
| **Dashboards** | 8.3 (1967 reviews) ✓ Verified | 8.6 (84 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.9 (173 reviews) ✓ Verified | 

#### Service Desk

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 8.9 (178 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 8.8 (178 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.8 (181 reviews) ✓ Verified | 

#### Management

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 9.0 (155 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.7 (149 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.6 (145 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.6 (139 reviews) ✓ Verified | 

#### Functionality

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.8 (151 reviews) | 
| **Alerting** | Not enough data | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.9 (155 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (80 reviews) | 
| **Multi-step Planning** | Not enough data | 8.5 (79 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (82 reviews) | 
| **Adaptive Learning** | Not enough data | 8.3 (79 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (80 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (80 reviews) | 
| **Decision Making** | Not enough data | 8.3 (81 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 405 |
| **Jira Service Management** | N/A | N/A |

#### Channels

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (335 reviews) | Not enough data | 
| **Physical Media** | 7.5 (323 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (263 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Jira Service Management** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **Jira Service Management** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (222 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (225 reviews) | Not enough data | 
| **Workflows** | 8.7 (229 reviews) | Not enough data | 
| **Templates** | 8.7 (232 reviews) | Not enough data | 
| **Integrations** | 8.3 (209 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 166 |

#### Monitoring

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (145 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.0 (149 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (147 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 8.5 (70 reviews) | 

#### Management Tools

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.1 (150 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.0 (148 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 9.0 (136 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (76 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (74 reviews) | 

#### Agentic AI - Incident Management

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (60 reviews) | 
| **Multi-step Planning** | Not enough data | 8.4 (60 reviews) | 
| **Cross-system Integration** | Not enough data | 8.5 (59 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (60 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (60 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (60 reviews) | 
| **Decision Making** | Not enough data | 8.5 (60 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Jira Service Management** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1887 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Not enough data | 

#### Communication

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (199 reviews) | Not enough data | 
| **Co-Browsing** | 8.2 (202 reviews) | Not enough data | 

####  Internal Use

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 8.4 (87 reviews) | 
| **Conversation Archiving** | 8.6 (203 reviews) | Not enough data | 
| **Lead Development** | 8.2 (186 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | Not enough data | 
| **Searchable Articles** | 8.6 (911 reviews) | Not enough data | 
| **Community Forums** | 8.3 (682 reviews) | Not enough data | 
| **Mobile Optimization** | 8.2 (238 reviews) | Not enough data | 
| **Personalization** | 8.4 (255 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | Not enough data | 
| **Automation** | 8.6 (260 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (220 reviews) | Not enough data | 
| **Integrations** | 8.4 (237 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | Not enough data | 
| **Tickets** | 9.3 (485 reviews) | Not enough data | 
| **Macros** | 8.6 (372 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | Not enough data | 
| **Social** | 8.7 (416 reviews) | Not enough data | 
| **Live Chat** | 8.8 (377 reviews) | Not enough data | 
| **Phone** | 8.5 (341 reviews) | Not enough data | 
| **Text** | 8.3 (59 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | Not enough data | 
| **Reporting** | 8.7 (170 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (374 reviews) | Not enough data | 
| **Help Desk** | 9.1 (446 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (25 reviews) | 

#### Agentic AI - IT Alerting

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (24 reviews) | 
| **Multi-step Planning** | Not enough data | 8.7 (24 reviews) | 
| **Cross-system Integration** | Not enough data | 9.0 (24 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (24 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (24 reviews) | 
| **Proactive Assistance** | Not enough data | 8.7 (24 reviews) | 
| **Decision Making** | Not enough data | 8.7 (24 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Jira Service Management** | 8.5/10 | 369 |

#### Incident Management

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.7 (312 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.8 (315 reviews) | 
| **Ticket Notifications** | Not enough data | 8.8 (329 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (281 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (275 reviews) | 

#### Reporting

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.5 (316 reviews) | 
| **Time Tracking** | Not enough data | 8.4 (302 reviews) | 
| **Surveys** | Not enough data | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Mobile** | Not enough data | 8.1 (226 reviews) | 
| **Self Service** | Not enough data | 8.6 (282 reviews) | 
| **Active Directory** | Not enough data | 8.5 (236 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.4 (232 reviews) | 

#### Agentic AI - Service Desk

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.2 (74 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (73 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (78 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (73 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (72 reviews) | 
| **Proactive Assistance** | Not enough data | 8.5 (74 reviews) | 
| **Decision Making** | Not enough data | 8.6 (73 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Jira Service Management** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Jira Service Management** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshdesk (9):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Jira Service Management (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Alerting Software](https://www.g2.com/categories/it-alerting)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Jira Service Management | 
|---|---|---|
| **Small-Business** | 48.7% | 19.1% | 
| **Mid-Market** | 39.7% | 42.9% | 
| **Enterprise** | 11.6% | 38.0% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.7%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2490 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6985 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3872 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7696 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7355 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1879 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1192 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (957 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4316 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "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..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-jira-service-management)