Jira Service Management vs. Freshdesk

Jira Service Management vs. Freshdesk

Jira Service Management is known for its rich, modern incident and change management capabilities built for the DevOps era, while competitor, Freshdesk, is regarded for its ease of use.

Let’s see how they stack up against each other...

Jira Service Management Vs. Freshdesk

Jira Service Management or Freshdesk?

Jira Service Management

$20/Agent per month.

The Atlassian Marketplace has 800+ plug-and-play apps.

Supports large scale deployments.

Offers customisable templates for ITSM, customer service, and business teams.


$49/Agent per month (Estate plan, billed annually).

The Freshdesk Marketplace offers over 200 apps.

Expanding its scaling capabilities.

Users must purchase and configure additional modules for new functionality or use cases.

Why Jira Service Management?

Jira Service Management is the only ITSM solution built on Jira. This means that users don’t have to seek the popular application separately as they benefit from having everything they need in one platform. Teams using Freshdesk and other similar tools, however, often end up integrating their application with Jira for additional functionality.

Customisable for any use case

Jira Service Management offers customisable templates for ITSM, customer service, and business teams such as HR and finance. The flexibility and simplicity of the product enable departments to take and fulfil requests through a simple service desk solution.

Built for the DevOps era

Jira Service Management is the only ITSM tool and service desk built on a software development platform. Link Jira Service Management tickets to Jira Software issues so that support and dev teams can collaborate on the same platform to fix incidents faster and push changes confidently.

A full ITSM solution for half the price

With JSM, users get a fully-featured service desk, including the customisable self-service portal for $20/agent per month instead of $49/agent per month.

Why Freshdesk?

Freshdesk allows users to collaborate with context on all support channels from a single window. Gartner dubbed it a ‘visionary’ platform for customer service needs.

Users can and often do integrate Freshdesk with Jira for more functionality. The Jira integration for Freshdesk supports both SaaS and self-hosted variants, from Jira 8. x to the latest version, 8.15.

Migrating from Freshdesk to Jira Service Management

At Clearvision, we offer hassle-free data migrations from Freshdesk to Jira. Clearvision consultants can:

  • Transfer records from Freshdesk to Jira.
  • Control the setup and mapping.
  • Provide support during and after migrations.
  • Ensure users know how to use all of the capabilities of JSM through world-class training.
  • Migrate instances of the product to a secure and preferred Cloud environment.

For more information, please click the button below and one of our consultants will be in touch.


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