1. Pricing Plans
JSM
JSM offers a flexible pricing model with a free plan that includes features like templates for ITSM, HR, customer service, multi-channel support, and an embedded knowledge base. The paid plan provides more advanced features such as AI-powered service,
audit logs, real-time incident monitoring, and unlimited customizations, which are ideal for both mid-sized and large enterprises. The price decreases with increased agent volume. Here are the current pricing options for 75 agents in Jira
service management:
- Free – Free (up to 3 agents)
- Standard – $19.04/agent/month
- Premium – $47.82/agent/month
- Enterprise – Custom pricing
Disclaimer: Pricing is subject to change.
Freshdesk
Freshdesk software offers a range of pricing plans to accommodate different business needs. The free plan provides ticketing, shared inboxes, and an integrated knowledge base feature, making it suitable for small teams. Meanwhile, paid plans offer
more advanced features like Freddy AI, analytics and insights, a customer portal, and different routing mechanisms. The software’s current pricing plans are:
- Free – $0 (up to 2 agents)
- Growth – $18/agent/month
- Pro – $59/agent/month
- Enterprise – $95/agent/month
Disclaimer: Pricing is subject to change.
Winner: JSM stands out in this section as its free plan offers a wide range of features, making it ideal for small teams. Freshdesk, on the other hand, offers a free plan, but the features in this plan are limited.
2. User Interface
JSM
The JSM interface aligns closely with Jira software and is designed for Agile and technical teams. It is highly customizable, allowing teams to create dashboards and workflows according to their requirements. However, its interface may seem complex
to non-technical and new users, as its extensive range of features and customizations options may overwhelm them.
Freshdesk
Freshdesk offers a more intuitive interface, making it easy for customers and agents to navigate the platform. It features a streamlined, organized design that enables agents to easily switch between tickets, customer interactions, and knowledge
base.
Winner: Freshdesk's ease of use and intuitive design make it a winner in this section, especially for teams looking for a less complicated user interface.
3. SLA Management
JSM
Jira Service Management’s advanced Service Level Agreements feature offers precise tracking and proactive SLA management. This makes it ideal for organizations where meeting SLAs is crucial to operational success.
It assists with defining multiple SLA policies to monitor deadlines based on ticket categories. Teams can resolve requests according to priority, trigger automated escalations to alert the right team members, and help prevent SLA breaches.
Freshdesk
Freshdesk SLA management helps manage multiple service level targets, automate SLAs, and handle violations by sending notifications for any breaches. It allows managers to create unique SLA policies tailored to various ticket types and prioritize
the agent's inbox by SLA due times. They can also set up escalation teams, complete with in-app reminders and email notifications, to ensure timely follow-up.
Winner: This section ends with a tie since both software offer powerful SLA management capabilities, allowing teams to precisely track and manage service level agreements.
4. Problem/Incident Management
JSM
JSM offers a comprehensive incident management system tailored for high-velocity IT and software teams. It empowers teams to respond quickly, resolve issues efficiently, and learn from incidents for continuous improvement.
Key features include real-time incident tracking, alerting, on-call management, reporting, and analytics. These features enable teams to monitor incidents in real-time, receive alerts to ensure team members are notified promptly about incidents,
and take measures accordingly.
Freshdesk
Freshdesk offers incident management capabilities that are designed to resolve issues rapidly while improving IT service efficiency. Key features of incident management include a unified incident view, intelligent automation, and an integrated
knowledge base.
These features allow teams to raise issues, track them in a single view, and automatically assign tickets to speed up the workflow. Managers can share tickets with team members and, for complex issues, split them into related child tickets
to stay organized.
Winner: Jira service management wins this category as it offers powerful incident management capabilities, enabling teams to respond to issues faster and gain full visibility of the entire incident lifecycle.
5. Reporting And Analytics
JSM
Jira Service Management provides a range of reporting options to help managers assess their IT service management performance. These reports cater to a variety of needs, ranging from ready-to-use reports for everyday tasks to customizable ones tailored
to your specific requirements.
Jira Service Desk integrates seamlessly with Jira Software, enabling advanced analytics and the creation of customized dashboards and reports. It enhances team efficiency with performance monitoring and incident resolution reports directly
on your dashboard.
Freshdesk
Freshdesk’s reporting and analytics provide detailed insights into support team performance, customer satisfaction, and ticket trends, helping businesses identify opportunities for growth. It assists in tracking agent and team performance
with help desk metrics and filter reports based on ticket properties such as source, priority, and type using SLA management tools.
Winner: It's a tie, as each software has powerful reporting and analytics capabilities, allowing teams to perform better with customizable reports.
6. AI Automation
JSM
Jira Service Management utilizes Atlassian Intelligence to improve IT service management with advanced AI capabilities. The platform automatically assigns issues to the appropriate request types, simplifying the triage process and minimizing the need
for agents to sort manually.
Additionally, it uses AI to identify, prevent, and resolve incidents more effectively, filtering out unnecessary alerts to highlight critical issues and automating responses for swift resolution.
Freshdesk
Freshdesk uses AI automation ‘Freddy AI Agent’, ‘Freddy AI Copilot’, and Freddy AI Insights’, enabling agents to get more work done quickly.
Freddy AI uses past ticket data to automatically recommend suitable ticket fields for new inquiries, minimizing manual effort and streamlining the ticketing process. The software's AI automation streamlines customer support operations
while providing AI-powered responses and insights.
Winner: This section also ends in a tie, as both platforms offer powerful AI automation to increase efficiency, reduce manual workload, and enhance overall customer satisfaction.
