--- title: "Freshdesk vs JIRA Service Management - 2026 Comparison - Software Advice" description: "Freshdesk vs JIRA Service Management - See how these products stack up against each other with real user reviews, product feature comparisons and screenshots. Find out which one is best for your organization." source_url: "https://www.softwareadvice.com/crm/freshdesk-profile/vs/jira-service-management/" page_type: "comparison" language: "en" --- [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / Freshdesk vs JIRA Service Management Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. Updated October 19, 2026 # Freshdesk vs. JIRA Service Management: 2026 Comparison Skip hours of research. Get your top 5 matches from an expert in 15 minutes, 100% free. Free Expert Guidance Real Human Advice 1M + Businesses Helped Updated October 19, 2026 # Freshdesk vs. JIRA Service Management: 2026 Comparison Skip hours of research. Get your top 5 matches from an expert in 15 minutes, 100% free. Free Expert Guidance Real Human Advice 1M + Businesses Helped Product comparison Compare up to 3 products side-by-side + Add product [](https://www.softwareadvice.com/crm/freshdesk-profile/) [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) 4.5 [(3494)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Starting Price $19.00per month Free trial: Available Free version: Available Pros: - Customer Support - Ease of Use Cons: - Email Management - Reporting Who uses Freshdesk Based on 3494 reviews - Popular among: Small businesses - Most common industries: IT & Software Development (33%), Retail, Consumer Goods & Services (9%) and Professional Services (8%) - Top use cases: Help Desk (19%), Customer Service (11%) and Live Chat (8%) 81% of users recommend this product [](https://www.softwareadvice.com/help-desk/jira-service-management-profile/) [JIRA Service Management](https://www.softwareadvice.com/help-desk/jira-service-management-profile/) 4.5 [(779)](https://www.softwareadvice.com/help-desk/jira-service-management-profile/reviews/) Starting Price $20.00per month Free trial: Available Free version: Available Pros: - Team Collaboration - Ticket Management Cons: - Issue Fields - Pricing Who uses JIRA Service Management Based on 779 reviews - Most common industry: IT & Software Development (42%) - Top use cases: IT Management (24%), Issue Tracking (23%) and Help Desk (22%) 77% of users recommend this product [](https://www.softwareadvice.com/crm/freshdesk-profile/) Freshdesk 4.5 [(3494)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) [](https://www.softwareadvice.com/help-desk/jira-service-management-profile/) JIRA Service Management 4.5 [(779)](https://www.softwareadvice.com/help-desk/jira-service-management-profile/reviews/) + Add product Add product ## Freshdesk vs JIRA Service Management: At a glance * * * Product ratings at a glance | | Freshdesk | JIRA Service Management | | --- | --- | --- | | Overall rating | 4.5
3,494 reviews | 4.5
779 reviews | | Ease of use | 4.5 | 4.2 | | Value for money | 4.4 | 4.3 | | Functionality | 4.3 | 4.5 | | Customer support | 4.5 | 4.3 | | Ease of deployment | 4.4 | 4.3 | Best in comparison ## User interface * * * ## Key features Features selected based on 4,273 reviews from Customer Service * * * Access Controls/Permissions N/A Activity Dashboard 4.9 Alerts/Escalation N/A Automated Routing N/A Collaboration Tools N/A Multi-Channel Communication N/A - Activity Dashboard: 4.9 - Chat/Messaging: 4.6 - Live Chat: 4.4 - Customer Database: 4.4 - Real-Time Chat: 4.3 - Service Level Agreement (SLA) Management: 4.3 - Self Service Portal: 4.3 - Customizable Branding: 4.2 - Third-Party Integrations: 4.1 - Social Media Integration: 3.7 - Personalization: 3.6 Access Controls/Permissions 4.3 Activity Dashboard N/A Alerts/Escalation 4.2 Automated Routing 4.3 Collaboration Tools 4.2 Multi-Channel Communication 4.3 - Remote Monitoring & Management: 4.9 - Support Ticket Tracking: 4.7 - For IT Project Management: 4.7 - Asset Tracking: 4.7 - Data Import/Export: 4.6 - Bug/Issue Capture: 4.6 - Status Tracking: 4.6 - Inventory Management: 4.6 - Support Ticket Management: 4.6 - Ticket Management: 4.6 - Real-Time Chat: 4.6 - Help Desk Management: 4.6 - Task Management: 4.6 - Real-Time Monitoring: 4.5 - Change Management: 4.5 - Reporting & Statistics: 4.5 - Project Management: 4.5 - Real-Time Reporting: 4.5 - Assignment Management: 4.5 - Customizable Fields: 4.4 - Problem Management: 4.4 - IT Reporting: 4.4 - Document Management: 4.4 - Incident Management: 4.4 - Alerts/Notifications: 4.4 - Prioritization: 4.4 - Multi-Channel Communication: 4.3 - Access Controls/Permissions: 4.3 - Issue Auditing: 4.3 - Automated Routing: 4.3 - Patch Management: 4.3 - Knowledge Base Management: 4.3 - Workflow Management: 4.3 - Customizable Templates: 4.3 - Knowledge Management: 4.3 - Email Management: 4.3 - Collaboration Tools: 4.2 - Alerts/Escalation: 4.2 - Service Level Agreement (SLA) Management: 4.2 - Reporting/Analytics: 4.2 - Self Service Portal: 4.2 - Commenting/Notes: 4.2 - Recurring Issues: 4.1 - Text Editing: 4.1 - Audit Trail: 4.1 - Dashboard: 4.1 - Compliance Management: 4.1 - IT Asset Management: 4.1 - Time & Expense Tracking: 4.0 - API: 4.0 - Mobile Access: 4.0 - Document Storage: 3.9 - Customizable Branding: 3.9 - Full Text Search: 3.8 - Activity Tracking: 3.8 ### Wondering if these products fit your needs? Skip the manual research. Talk to a real advisor like Lexi to get a 100% free, personalized shortlist in 15 minutes. LexiAdvisor for 8 years ### Wondering if these products fit your needs? Skip the manual research. Talk to a real advisor like Lexi to get a 100% free, personalized shortlist in 15 minutes. LexiAdvisor for 8 years ## Integrations * * * [ ShopifyNot enough reviews ](https://www.softwareadvice.com/retail/shopify-profile/)[ ZapierNot enough reviews ](https://www.softwareadvice.com/cloud-management/zapier-profile/)[ Microsoft TeamsNot enough reviews ](https://www.softwareadvice.com/voip/microsoft-teams-profile/) - Harvest - Jira - WordPress - Zoho CRM - Freshchat - Claris FileMaker - Okta - Chargebee - Zoho Mail - Calendly - STORIS - Linear - ClickUp - Microsoft Outlook - CloudTalk - Jotform - monday CRM - SurveySparrow - Asana - MightyCall - Freshcaller - Bitrix24 - Planhat - Airtable - Unicommerce - Gainsight Customer Success - Trustpilot - Textline - PDQ Deploy & Inventory - SparkTG VCC - Twilio - Intuit Mailchimp Email Marketing - Trello - Slack - Salesforce Service Cloud - Zoom Workplace - GitHub [ DocusignNot enough reviews ](https://www.softwareadvice.com/product/367901-Docusign/)[ draw.ioNot enough reviews ](https://www.softwareadvice.com/diagram/draw-io-profile/)[ HootsuiteNot enough reviews ](https://www.softwareadvice.com/collaboration/hootsuite-profile/) - Quip - Userlane - Asana - Confluence - Jira - LiveChat - Zephyr Enterprise - Freshdesk - Toggl - Box - Dropbox - Microsoft Excel - Workplace from Meta - Usersnap - Luciq - EazyBI Cloud - ScriptRunner for Jira - Kayako - OneDrive - Salesforce Sales Cloud - Google Drive - Gliffy - GitHub - Zendesk Suite - Google Docs - 8x8 Contact Center - Microsoft 365 - Slack - Google Analytics 360 - Microsoft Outlook - PagerDuty - ServiceNow - Trello - Microsoft Power BI - Zephyr Scale - Tempo Timesheets - Xray - WBS Gantt Chart for Jira - BigGantt - BigPicture - Rewind - Microsoft SharePoint - OKR for Jira - Microsoft Power BI Connector for Jira - UpRaise - Jenkins - HubSpot CRM Integration for Jira - monday AI Work Platform - Microsoft 365 for Jira - Checklist for Jira - Didit - Mermaid Chart - Bitbucket ## Reviews * * * Positive review: TB Tsvetelina B. Customer Support Manager Banking, 51-200 employees "It strikes a great balance between robust functionality and user-friendliness. While the reporting features and occasional support delays can be frustrating, its automation capabilities and seamless multichannel integration make it an excellent choice for growing customer support teams." May 21, 2026 Negative review: AF Avery F. Artist and Tour Manager Arts and Crafts, 10000+ employees "Moreover, I've noticed that the mobile application is significantly less powerful than the desktop version; it sometimes lacks responsiveness, and viewing long thread discussions is less fluid, making on-the-go tracking quite laborious at times." Jun 8, 2026 Positive review: PR Patrick Joshua R. Business Process Excellence Analyst Logistics and Supply Chain, 201-500 employees "We appreciate how Freshdesk enables us to manage stakeholder inquiries more efficiently, making ticket handling faster and more manageable for the team." May 21, 2026 Negative review: TB Tsvetelina B. Customer Support Manager Banking, 51-200 employees "Ironically, Freshdesk’s own customer support can sometimes be slow to respond or provide generic answers when troubleshooting complex, tier-3 API integration issues. While the base plans are reasonably priced, the cost can escalate quickly once you start adding advanced features, extra marketplace apps, or collaborator licenses." May 21, 2026 Positive review: JR Jay R. Project Manager Insurance, 1001-5000 employees "The smart AI tools have assisted our agents with drafting emails, analysing customer sentiment, & to summarize long ticket threads." May 18, 2026 Negative review: AW Atiradh W. Chief Technology Officer Marketing and Advertising, 2-10 employees "The main challenges are the limited integrations and the lack of feature variety needed to effectively scale the platform across different internal teams and workflows." May 16, 2026 [Read all reviews](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Positive review: BT Benjamin T. IT-Systemadministrator Telecommunications, 201-500 employees "Overall, Jira Service Management is a robust and scalable ITSM solution that works particularly well for teams already familiar with Jira. While it may require time to fully set up and optimize, it delivers strong long-term value through its flexibility, automation, and integration capabilities." May 1, 2026 Negative review: VR Verified Reviewer Hr Medical Practice, 51-200 employees "Some parts of the interface are not very intuitive at first, and setup can take time without proper training." May 15, 2026 Positive review: EW Emma W. Marketing Manager E-Learning, 201-500 employees "I also appreciate the ability to assign priority levels to each ticket, ensuring teams can effectively triage and focus on the most important requests when managing a high volume of work." Feb 22, 2026 Negative review: AR Arti R. Software engineer Accounting, 1001-5000 employees "However, the initial setup can be tricky, and it’s a bit overwhelming with all the customization options." Apr 27, 2026 Positive review: RK Raul K. Group Director of Technology Non-Profit Organization Management, 501-1000 employees "Jira Service Management and the Atlassian suite of cloud products provide great value for money for an ecosystem of tools which is rich in features and provide many capabilities such as, ITSM in Jira Service Manage, asset management, project management, agile and scrum features within Jira Software." Nov 2, 2025 Negative review: VR Verified Reviewer Sr People Ops Banking, 51-200 employees "It's also a pity that we Admins always get to see the content of spaces, because in the HR team we want to have onboarding/offboarding tasks but some of them are confidential and we can't risk having IT or Tech members reading it." Nov 8, 2025 [Read all reviews](https://www.softwareadvice.com/help-desk/jira-service-management-profile/reviews/) ## Customer support * * * Freshdesk Email/Help Desk: Available FAQs/Forum: Available Knowledge Base: Available Phone Support: Available 24/7: Available Chat: Available JIRA Service Management Email/Help Desk: Available FAQs/Forum: Available Knowledge Base: Available Phone Support: Available 24/7: Not available Chat: Available ## Training options * * * Freshdesk In Person: Available Live Online: Available Webinars: Available Documentation: Available Videos: Available JIRA Service Management In Person: Not available Live Online: Available Webinars: Available Documentation: Available Videos: Available ## Send this comparison chart to my inbox ## Popular Comparisons * * * [Salesforce Sales Cloud vs Freshdesk](https://www.softwareadvice.com/compare/2764-Salesforce/vs/110247-freshdesk/)[Freshservice vs JIRA Service Management](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/jira-service-management/)