Freshservice vs Freshdesk vs Jira Service Management

Freshservice Logo

Freshservice

7 reviews
Freshdesk Logo

Freshdesk

7 reviews
Jira Service Management Logo

Jira Service Management

5 reviews
description

Overview

Freshservice Logo Freshservice
The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for produc...tive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.
Platforms supported
  • macOS
  • Linux
  • iOS app
  • Android app
Support Options
  • FAQs/Forum
  • Knowledge Base
  • 24/7 (Live rep)
  • Phone Support
  • Email/Help Desk
  • Chat
Training Options
  • Live Online
  • Documentation
  • In Person
  • Videos
  • Webinars
Screenshots
Freshdesk Logo Freshdesk
Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service. It unifies conversations from email, phone, web widgets, chat, and social...media to help agents resolve issues across channels smoothly. With Freshdesk, you can stay on top of customer support by automating workflows, offering self-service options, and managing SLAs.
Platforms supported
  • macOS
  • Linux
  • iOS app
  • Android app
Support Options
  • FAQs/Forum
  • Knowledge Base
  • 24/7 (Live rep)
  • Phone Support
  • Email/Help Desk
  • Chat
Training Options
  • Live Online
  • Documentation
  • In Person
  • Videos
  • Webinars
Screenshots
Jira Service Management Logo Jira Service Management
Built with IT Service Management in mind, Jira Service Management is a help desk system created for developers and by developers. Right from the get-go, the tool aims to enhance th...e customer experience through a set of specific features that help agents push more sales, better service, and most importantly, establish your business as a brand.
Platforms supported
  • macOS
  • Linux
  • iOS app
  • Android app
Support Options
  • FAQs/Forum
  • Knowledge Base
  • 24/7 (Live rep)
  • Phone Support
  • Email/Help Desk
  • Chat
Training Options
  • Live Online
  • Documentation
  • In Person
  • Videos
  • Webinars
Screenshots
attach_money

Pricing

Freshservice Logo Freshservice
  • Freshservice Starter $19
  • Freshservice Growth $49
  • Freshservice Pro $95
  • Freshservice Enterprise $119
  • Free trial
Freshdesk Logo Freshdesk
  • Freshdesk Sprout $0
  • Freshdesk Blossom $15
  • Freshdesk Estate $49
  • Freshdesk Forest $79
  • Free trial
Jira Service Management Logo Jira Service Management
  • Jira Service Management Free $0
  • Jira Service Management Standard $24
  • Jira Service Management Premium $53
  • Free trial
featured_video

Feature comparison

Freshservice Logo Freshservice

5.9/10
  • Agent collision prevention
  • Auto Bcc
  • Bulk actions
  • Custom & Group Views
  • Dynamic content
  • Edit/hide threads
  • Filtered Search
  • Group your agents
  • Keyboard shortcuts
  • Mobile app
  • Multilingual (Multiple) content
  • Occasional agents
  • Personal canned responses
  • Private Comments within tickets
  • Shared canned responses
  • Tags
  • Traffic cop
  • Add reminders on to-dos
  • Canned forms
  • Contextual Workspaces
  • Email signatures
  • Macros
  • Restricted conversation views
  • Session replay
  • Skills-based routing
  • Summary app
  • To-dos
  • Light Agents
  • Responsive, mobile-friendly Help Center

5/10
  • Linked tickets
  • Parent-child ticketing
  • Collaboration
  • Contextual collaboration with Freshconnect

10/10
  • Asset Relationship Mapping
  • ITSM Process Integration

5.8/10
  • Contacts & Accounts Management
  • Contacts & ticket history
  • Custom user and organization fields
  • Customer profiles
  • Customer satisfaction ratings (CSAT)
  • Group contacts by organization
  • Organization profiles
  • Contact Form
  • Customer 360
  • Customer journey
  • Customer segments
  • Identify contacts using external ID

8.9/10
  • Automatic ticket assignment using Dispatch'r
  • Custom business rules (triggers & automations)
  • Event-triggered workflow automations
  • Multi-task workflows with one-touch Scenarios
  • Round robin ticket assignment
  • Time-based Rules
  • Time-triggered automations
  • Workflow automations
  • Auto reply

7.3/10
  • Business Hours
  • Custom status
  • Custom ticket fields
  • Dynamic ticket forms
  • Sandbox test environment
  • Service Level Agreement (SLA) management
  • Set your Time Zone
  • Ticket file attachment size
  • Multiple Ticket Forms
  • SLA reporting
  • Ticket sharing

8.6/10
  • Approval Workflows
  • Auto-suggest Solutions
  • Customize Incident Lifecycle
  • Multiple SLA Policies
  • Service Catalog
  • Task Management
  • Form templates

10/10
  • Asset Auto-discovery
  • Asset Lifecycle Management
  • Contract Management
  • IT Inventory Management
  • Managed Assets
  • Purchase Order (PO) Management
  • QR and Barcode Asset Scanner
  • Risk Management
  • Software Asset Management
  • Software License Management

10/10
  • Change Management
  • Problem Management
  • Release Management

5.7/10
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • Public portal customization
  • Branding removal (email)
  • Branding removal (Help Center)
  • FreshThemes gallery

7.1/10
  • Community forums
  • Knowledge base
  • Related articles
  • Rich text Help Center articles
  • Unlimited data
  • Internal Help Center
  • SEO

8/10
  • API rate limit
  • Cloud telephony integration app
  • Gamification
  • Google Apps (G Suite)
  • Integration with Atlassian Jira
  • Integrations
  • Private custom apps
  • Public apps (Marketplace)
  • Salesforce integration
  • Slack integration
  • Webhooks
  • Zapier integration
  • Email integration with Outlook
  • HubSpot Integration
  • Custom objects

5/10
  • MSP
  • Goals

5.7/10
  • Analytics
  • Custom Reports
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Overview dashboard
  • Save reports
  • Schedule Data Export
  • Schedule Reports
  • Team Dashboards
  • Ticket lifecycle report
  • Tickets closed reports
  • Advanced Insights
  • Agent Dashboard (Agent Scorecard)
  • Performance distribution
  • Support Performance dashboards
  • Ticket drill down in reports
  • Ticket volume trends
  • Manager Dashboard (The Headquarters)
  • User-specific reporting
  • Zendesk Benchmark

7.6/10
  • Ability to configure for HIPAA
  • Advanced password policy for agents and customers
  • Audit logs
  • Business rules analysis
  • Custom roles and permissions
  • Custom SSL certificates (default free)
  • Data center location
  • Disaster recovery
  • Domain Whitelisting
  • Encryption: data at rest and in motion
  • GDPR compliance
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Log in with Google
  • Network access restriction (IP Whitelisting)
  • PCI compliance (Level 1)
  • Privacy Shield and Safe Harbor compliant
  • Single sign on with SAML
  • Single sign-on (SSO) for web and mobile
  • SPF(Sender Policy Framework)
  • Custom email servers
  • Digitally signed emails (DKIM/DMARC)
  • SSL encryption
  • Field-Level Access Control
  • Two-Factor Authentication
  • User provisioning

4.5/10
  • Calling
  • Live chat
  • SDK
  • Support Bot
  • Web Widget
  • Chat Support (in English)
  • Email Support
  • Facebook
  • Multibrand Support
  • Phone Support (in English)
  • Twitter

6.5/10
  • Custom Email Templates
  • Email forwarding
  • Email tickets
  • Mailboxes (inboxes)
  • Merge tickets
  • Outbound email
  • Public and private notes in tickets
  • Satisfaction surveys - Customizable
  • Spam filtering
  • Support workflow
  • Ticket templates
  • Time tracking
  • Watch tickets
  • Annotated image attachments
  • Assume identity
  • Outgoing SMTP settings
  • Sort ticket conversations
  • Split tickets
  • Ticket export
  • Undo send

6.9/10
  • Announcements
  • Backup
  • Community forums
  • Multiple currencies
  • Notifications
  • Printer-friendly
  • Project Management
  • Unlimited End Users
  • Voicemail integration
  • Automatic sitemap generation
  • Facebook in-sync app
  • Agent Limit
  • Date comparisons
Freshdesk Logo Freshdesk

9.3/10
  • Agent collision prevention
  • Auto Bcc
  • Bulk actions
  • Custom & Group Views
  • Dynamic content
  • Edit/hide threads
  • Filtered Search
  • Group your agents
  • Keyboard shortcuts
  • Mobile app
  • Multilingual (Multiple) content
  • Occasional agents
  • Personal canned responses
  • Private Comments within tickets
  • Shared canned responses
  • Tags
  • Traffic cop
  • Add reminders on to-dos
  • Canned forms
  • Contextual Workspaces
  • Email signatures
  • Macros
  • Restricted conversation views
  • Session replay
  • Skills-based routing
  • Summary app
  • To-dos
  • Light Agents
  • Responsive, mobile-friendly Help Center

10/10
  • Linked tickets
  • Parent-child ticketing
  • Collaboration
  • Contextual collaboration with Freshconnect

0/10
  • Asset Relationship Mapping
  • ITSM Process Integration

10/10
  • Contacts & Accounts Management
  • Contacts & ticket history
  • Custom user and organization fields
  • Customer profiles
  • Customer satisfaction ratings (CSAT)
  • Group contacts by organization
  • Organization profiles
  • Contact Form
  • Customer 360
  • Customer journey
  • Customer segments
  • Identify contacts using external ID

8.9/10
  • Automatic ticket assignment using Dispatch'r
  • Custom business rules (triggers & automations)
  • Event-triggered workflow automations
  • Multi-task workflows with one-touch Scenarios
  • Round robin ticket assignment
  • Time-based Rules
  • Time-triggered automations
  • Workflow automations
  • Auto reply

10/10
  • Business Hours
  • Custom status
  • Custom ticket fields
  • Dynamic ticket forms
  • Sandbox test environment
  • Service Level Agreement (SLA) management
  • Set your Time Zone
  • Ticket file attachment size
  • Multiple Ticket Forms
  • SLA reporting
  • Ticket sharing

5.7/10
  • Approval Workflows
  • Auto-suggest Solutions
  • Customize Incident Lifecycle
  • Multiple SLA Policies
  • Service Catalog
  • Task Management
  • Form templates

0/10
  • Asset Auto-discovery
  • Asset Lifecycle Management
  • Contract Management
  • IT Inventory Management
  • Managed Assets
  • Purchase Order (PO) Management
  • QR and Barcode Asset Scanner
  • Risk Management
  • Software Asset Management
  • Software License Management

0/10
  • Change Management
  • Problem Management
  • Release Management

10/10
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • Public portal customization
  • Branding removal (email)
  • Branding removal (Help Center)
  • FreshThemes gallery

8.6/10
  • Community forums
  • Knowledge base
  • Related articles
  • Rich text Help Center articles
  • Unlimited data
  • Internal Help Center
  • SEO

9.3/10
  • API rate limit
  • Cloud telephony integration app
  • Gamification
  • Google Apps (G Suite)
  • Integration with Atlassian Jira
  • Integrations
  • Private custom apps
  • Public apps (Marketplace)
  • Salesforce integration
  • Slack integration
  • Webhooks
  • Zapier integration
  • Email integration with Outlook
  • HubSpot Integration
  • Custom objects

0/10
  • MSP
  • Goals

7.6/10
  • Analytics
  • Custom Reports
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Overview dashboard
  • Save reports
  • Schedule Data Export
  • Schedule Reports
  • Team Dashboards
  • Ticket lifecycle report
  • Tickets closed reports
  • Advanced Insights
  • Agent Dashboard (Agent Scorecard)
  • Performance distribution
  • Support Performance dashboards
  • Ticket drill down in reports
  • Ticket volume trends
  • Manager Dashboard (The Headquarters)
  • User-specific reporting
  • Zendesk Benchmark

7.2/10
  • Ability to configure for HIPAA
  • Advanced password policy for agents and customers
  • Audit logs
  • Business rules analysis
  • Custom roles and permissions
  • Custom SSL certificates (default free)
  • Data center location
  • Disaster recovery
  • Domain Whitelisting
  • Encryption: data at rest and in motion
  • GDPR compliance
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Log in with Google
  • Network access restriction (IP Whitelisting)
  • PCI compliance (Level 1)
  • Privacy Shield and Safe Harbor compliant
  • Single sign on with SAML
  • Single sign-on (SSO) for web and mobile
  • SPF(Sender Policy Framework)
  • Custom email servers
  • Digitally signed emails (DKIM/DMARC)
  • SSL encryption
  • Field-Level Access Control
  • Two-Factor Authentication
  • User provisioning

10/10
  • Calling
  • Live chat
  • SDK
  • Support Bot
  • Web Widget
  • Chat Support (in English)
  • Email Support
  • Facebook
  • Multibrand Support
  • Phone Support (in English)
  • Twitter

10/10
  • Custom Email Templates
  • Email forwarding
  • Email tickets
  • Mailboxes (inboxes)
  • Merge tickets
  • Outbound email
  • Public and private notes in tickets
  • Satisfaction surveys - Customizable
  • Spam filtering
  • Support workflow
  • Ticket templates
  • Time tracking
  • Watch tickets
  • Annotated image attachments
  • Assume identity
  • Outgoing SMTP settings
  • Sort ticket conversations
  • Split tickets
  • Ticket export
  • Undo send

6.9/10
  • Announcements
  • Backup
  • Community forums
  • Multiple currencies
  • Notifications
  • Printer-friendly
  • Project Management
  • Unlimited End Users
  • Voicemail integration
  • Automatic sitemap generation
  • Facebook in-sync app
  • Agent Limit
  • Date comparisons
Jira Service Management Logo Jira Service Management

4.8/10
  • Agent collision prevention
  • Auto Bcc
  • Bulk actions
  • Custom & Group Views
  • Dynamic content
  • Edit/hide threads
  • Filtered Search
  • Group your agents
  • Keyboard shortcuts
  • Mobile app
  • Multilingual (Multiple) content
  • Occasional agents
  • Personal canned responses
  • Private Comments within tickets
  • Shared canned responses
  • Tags
  • Traffic cop
  • Add reminders on to-dos
  • Canned forms
  • Contextual Workspaces
  • Email signatures
  • Macros
  • Restricted conversation views
  • Session replay
  • Skills-based routing
  • Summary app
  • To-dos
  • Light Agents
  • Responsive, mobile-friendly Help Center

7.5/10
  • Linked tickets
  • Parent-child ticketing
  • Collaboration
  • Contextual collaboration with Freshconnect

5/10
  • Asset Relationship Mapping
  • ITSM Process Integration

5/10
  • Contacts & Accounts Management
  • Contacts & ticket history
  • Custom user and organization fields
  • Customer profiles
  • Customer satisfaction ratings (CSAT)
  • Group contacts by organization
  • Organization profiles
  • Contact Form
  • Customer 360
  • Customer journey
  • Customer segments
  • Identify contacts using external ID

7.8/10
  • Automatic ticket assignment using Dispatch'r
  • Custom business rules (triggers & automations)
  • Event-triggered workflow automations
  • Multi-task workflows with one-touch Scenarios
  • Round robin ticket assignment
  • Time-based Rules
  • Time-triggered automations
  • Workflow automations
  • Auto reply

8.2/10
  • Business Hours
  • Custom status
  • Custom ticket fields
  • Dynamic ticket forms
  • Sandbox test environment
  • Service Level Agreement (SLA) management
  • Set your Time Zone
  • Ticket file attachment size
  • Multiple Ticket Forms
  • SLA reporting
  • Ticket sharing

5.7/10
  • Approval Workflows
  • Auto-suggest Solutions
  • Customize Incident Lifecycle
  • Multiple SLA Policies
  • Service Catalog
  • Task Management
  • Form templates

2/10
  • Asset Auto-discovery
  • Asset Lifecycle Management
  • Contract Management
  • IT Inventory Management
  • Managed Assets
  • Purchase Order (PO) Management
  • QR and Barcode Asset Scanner
  • Risk Management
  • Software Asset Management
  • Software License Management

6.7/10
  • Change Management
  • Problem Management
  • Release Management

5.7/10
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • Public portal customization
  • Branding removal (email)
  • Branding removal (Help Center)
  • FreshThemes gallery

5.7/10
  • Community forums
  • Knowledge base
  • Related articles
  • Rich text Help Center articles
  • Unlimited data
  • Internal Help Center
  • SEO

8.7/10
  • API rate limit
  • Cloud telephony integration app
  • Gamification
  • Google Apps (G Suite)
  • Integration with Atlassian Jira
  • Integrations
  • Private custom apps
  • Public apps (Marketplace)
  • Salesforce integration
  • Slack integration
  • Webhooks
  • Zapier integration
  • Email integration with Outlook
  • HubSpot Integration
  • Custom objects

5/10
  • MSP
  • Goals

6.7/10
  • Analytics
  • Custom Reports
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Overview dashboard
  • Save reports
  • Schedule Data Export
  • Schedule Reports
  • Team Dashboards
  • Ticket lifecycle report
  • Tickets closed reports
  • Advanced Insights
  • Agent Dashboard (Agent Scorecard)
  • Performance distribution
  • Support Performance dashboards
  • Ticket drill down in reports
  • Ticket volume trends
  • Manager Dashboard (The Headquarters)
  • User-specific reporting
  • Zendesk Benchmark

7.2/10
  • Ability to configure for HIPAA
  • Advanced password policy for agents and customers
  • Audit logs
  • Business rules analysis
  • Custom roles and permissions
  • Custom SSL certificates (default free)
  • Data center location
  • Disaster recovery
  • Domain Whitelisting
  • Encryption: data at rest and in motion
  • GDPR compliance
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Log in with Google
  • Network access restriction (IP Whitelisting)
  • PCI compliance (Level 1)
  • Privacy Shield and Safe Harbor compliant
  • Single sign on with SAML
  • Single sign-on (SSO) for web and mobile
  • SPF(Sender Policy Framework)
  • Custom email servers
  • Digitally signed emails (DKIM/DMARC)
  • SSL encryption
  • Field-Level Access Control
  • Two-Factor Authentication
  • User provisioning

4.5/10
  • Calling
  • Live chat
  • SDK
  • Support Bot
  • Web Widget
  • Chat Support (in English)
  • Email Support
  • Facebook
  • Multibrand Support
  • Phone Support (in English)
  • Twitter

4/10
  • Custom Email Templates
  • Email forwarding
  • Email tickets
  • Mailboxes (inboxes)
  • Merge tickets
  • Outbound email
  • Public and private notes in tickets
  • Satisfaction surveys - Customizable
  • Spam filtering
  • Support workflow
  • Ticket templates
  • Time tracking
  • Watch tickets
  • Annotated image attachments
  • Assume identity
  • Outgoing SMTP settings
  • Sort ticket conversations
  • Split tickets
  • Ticket export
  • Undo send

6.9/10
  • Announcements
  • Backup
  • Community forums
  • Multiple currencies
  • Notifications
  • Printer-friendly
  • Project Management
  • Unlimited End Users
  • Voicemail integration
  • Automatic sitemap generation
  • Facebook in-sync app
  • Agent Limit
  • Date comparisons
reviews

Reviews

Freshservice Logo Freshservice
5 of 5
Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservic...
Review avatar of Edwin
5 of 5
Freshservice is a multifacet platform that is flexible and adapts to your business process. The first thing that spring the mind is the...
Review avatar of James R
5 of 5
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...
Review avatar of Service Desk Manager
Freshdesk Logo Freshdesk
4 of 5
The call center integrated with Freshdesk works great - the call is turned into a ticket right away after the agent has finished a conv...
Review avatar of Maria C
4 of 5
Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any ...
Review avatar of Katherine M
5 of 5
The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in he...
Review avatar of Antonio P
Jira Service Management Logo Jira Service Management
4 of 5
The good part about JIRA is that teams can configure their own service offerings and customer portals without the need for special acce...
Review avatar of Christian R.
4 of 5
PROS: The Jira Service Management has a clean and sophisticated UI that is a cut above what others offer. Our team is ...
Review avatar of Anais
4 of 5
JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to...
Review avatar of Erik B.