Freshservice vs Jira Service Management
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Freshservice offers fewer features (47 vs 61) and more integrations (30 vs 11). Starting price: Freshservice at $19/mo vs Jira Service Management at $20/mo. Freshservice has 39 unique features while Jira Service Management has 53 unique features, with 8 features in common.
| Freshservice | Jira Service Management | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 47 | 61 |
| AI-Powered Features | 4 | 10 |
| Starting Price | $19/mo | $20/mo |
| Pricing Tiers | 4 | 4 |
| Integrations | 30 | 11 |
| Shared Features | 8 | |
| Shared Integrations | 4 | |
| Data Quality | 73% | 95% |
Feature Comparison by Category
AI (0 vs 6)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| 24/7 Self-Service AI Teammates | ||
| AI-Powered Request Triage | ||
| AI-Powered Virtual Service Agent | ||
| Rovo Agents | ||
| Rovo Search and Chat | ||
| Smart Context with Teamwork Graph |
AIOps (0 vs 4)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| AI Incident Creation | ||
| AI Post-Incident Reviews | ||
| AI Risk Assessment | ||
| Alert Grouping |
Administration (0 vs 2)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Advanced Admin Controls | ||
| Multiple Sites |
Analytics (6 vs 2)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Atlassian Analytics and Data Lake | ||
| Capacity Planning | ||
| Cross-product Insights | ||
| Freddy AI Insights | ||
| Reports and Analytics | ||
| Satisfaction Metrics | ||
| Scheduled Reports | ||
| Survey and Feedback |
Asset Management (5 vs 4)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Asset and Configuration Management | ||
| Asset and Service Repository | ||
| Configuration Management Database | ||
| Contract Management | ||
| IT Asset Discovery | ||
| Service Dependency Management | ||
| Service Registry | ||
| Software License Management | ||
| Vendor Management |
Automation (3 vs 1)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Automated Workflows | ||
| Freddy AI | ||
| Predictive Ticket Routing | ||
| Unlimited Automations |
Change Management (0 vs 5)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Change Calendar | ||
| Change Management Configuration | ||
| Change Risk Assessment | ||
| Deployment Gating with CI/CD Tools | ||
| Deployment Tracking |
Collaboration (2 vs 1)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Agent Collision Detection | ||
| Collaboration Tools | ||
| Dev and Ops Collaboration |
Communication (3 vs 2)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Email Notifications | ||
| Multi-Channel Support | ||
| Status Page | ||
| Status Pages | ||
| Unlimited Email Notifications |
Core (7 vs 0)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Asset Management | ||
| Change Management | ||
| Incident Management | ||
| Problem Management | ||
| Request Management | ||
| SLA Management | ||
| Ticket Management |
Core ITSM (0 vs 6)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Asset Management | ||
| Change Management | ||
| Configuration Management | ||
| Incident Management | ||
| Problem Management | ||
| Request Management |
Customization (2 vs 0)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Custom Branding | ||
| Custom Fields |
Data Management (1 vs 1)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Alert Data Retention | ||
| Bulk Import |
Deployment (2 vs 0)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Multi-Tenancy | ||
| On-Premise Installation |
Incident Management (0 vs 9)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Active Incident Monitoring | ||
| Advanced Incident and Problem Management | ||
| Alert Notifications and Routing | ||
| Alerts and On-Call Schedules | ||
| Incident Stakeholder Communication | ||
| Incident Template | ||
| Major Incident Escalation | ||
| On-Call Schedule Management | ||
| Real-time Incident Monitoring |
Integration (1 vs 5)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| 1,000+ Marketplace Apps and Integrations | ||
| API Access | ||
| Chat Integration | ||
| Integrations for ChatOps and Monitoring | ||
| Link Requests to Jira Issues | ||
| Rich APIs |
Knowledge (1 vs 0)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Knowledge Management |
Knowledge Management (0 vs 3)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Custom-Branded Help Center | ||
| Embedded Knowledge Base | ||
| Multiple Help Centers |
Localization (0 vs 1)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Multi-language Support |
Mobile (0 vs 1)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Mobile App |
Organization (2 vs 0)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Ticket Merging | ||
| Ticket Tags |
Platform (0 vs 1)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Service Collection |
Productivity (2 vs 0)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Canned Responses | ||
| Macros and Shortcuts |
Project Management (1 vs 0)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Time Tracking |
Reporting (0 vs 1)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Default and Customizable Reports |
Request Management (0 vs 2)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Customizable Forms and Workflows | ||
| Multi-channel Support |
Security (4 vs 3)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Audit Logs | ||
| Data Backup and Recovery | ||
| Enterprise-grade Identity and Access Management | ||
| Multi-region Data Residency | ||
| Role-Based Access Control | ||
| SSO and Active Directory |
Templates (0 vs 1)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| ESM Templates |
User Experience (4 vs 0)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Advanced Search | ||
| Mobile App | ||
| Self-Service Portal | ||
| Service Catalog |
Workflow (1 vs 0)
| Feature | Freshservice | Jira Service Management |
|---|---|---|
| Approval Workflows |
Unique Features
Only in Freshservice (39)
Capacity Planning
Freddy AI Insights
Reports and Analytics
Satisfaction Metrics
Scheduled Reports
Survey and Feedback
Configuration Management Database
Contract Management
IT Asset Discovery
Software License Management
Vendor Management
Automated Workflows
Freddy AI
Predictive Ticket Routing
Agent Collision Detection
Collaboration Tools
Email Notifications
Status Page
SLA Management
Ticket Management
+ 19 more unique features
Only in Jira Service Management (53)
Advanced Admin Controls
Multiple Sites
24/7 Self-Service AI Teammates
AI-Powered Request Triage
AI-Powered Virtual Service Agent
Rovo Agents
Rovo Search and Chat
Smart Context with Teamwork Graph
AI Incident Creation
AI Post-Incident Reviews
AI Risk Assessment
Alert Grouping
Atlassian Analytics and Data Lake
Cross-product Insights
Asset and Configuration Management
Asset and Service Repository
Service Dependency Management
Service Registry
Unlimited Automations
Change Calendar
+ 33 more unique features
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