HEAD TO HEAD
Freshservice or Jira Service Management: which ITSM platform fits your team?
IN SHORT
Freshservice documents nothing that Jira Service Management lacks where Jira Service Management does not; Jira Service Management documents self-managed option where Freshservice does not. They match on 12 of 13 capabilities. Which matters more depends on your answers in the finder.
By The Ticket Desk · ITSM Compared · Published 2026-10-11
Desk research from public vendor pages, pricing pages and G2 pages read on 27 September and 11 October 2026. Profiles follow our published method; we did not test the products.
How do Freshservice and Jira Service Management compare capability by capability?
| Capability | Freshservice | Jira Service Management | Differs |
|---|---|---|---|
| Free plan or trial | Documented 14-day trial with all features. Source: Freshservice pricing · Read 11 Oct 2026 | Documented Free plan for up to 3 agents. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| Published price | Documented Starter $19, Growth $49, Pro $99 per agent a month, annual. Source: Freshservice pricing · Read 27 Sep 2026 | Documented Standard $20, Premium $51.42 per agent a month. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| Self-service portal or catalog | Documented Service catalog and SLA management from Growth. Source: Freshservice pricing · Read 27 Sep 2026 | Documented Customer portal on every plan. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| AI triage and routing | Partly Freddy AI routes issues to the right agent, described in a general service context. Source: Freshworks Freddy AI · Read 27 Sep 2026 | Partly Rovo Agents; no automatic categorisation claim on the pages we read. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| AI agents | Documented Freddy AI Agent Studio for building AI agents. Source: Freshservice product page · Read 27 Sep 2026 | Documented Rovo Agents from Standard; virtual service agent on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| Configuration tools for non-specialists | Partly Agent Studio for agents; workflow configuration for non-specialists is not described. Source: Freshservice product page · Read 27 Sep 2026 | Partly Forms, workflows and queues on every plan; a no-code builder is not described. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| Departments beyond IT | Documented Freshservice for Business Teams: HR, finance, facilities, legal. Source: Freshservice for Business Teams · Read 11 Oct 2026 | Documented Service Collection extends to HR, facilities, finance and legal. Source: Atlassian: introduction to Service Collection · Read 11 Oct 2026 | Same |
| Incident management | Documented Incident management from Starter. Source: Freshservice pricing · Read 27 Sep 2026 | Documented Advanced incident management on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| Problem management | Documented On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026 | Documented Advanced problem management on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| Change management | Documented On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026 | Documented On Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| CMDB | Documented CMDB built by agentless discovery. Source: Freshservice IT asset management · Read 27 Sep 2026 | Documented Asset and configuration management from Standard. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| IT asset management | Documented IT asset management with agentless discovery; asset units in packs of 500. Source: Freshservice IT asset management · Read 27 Sep 2026 | Documented Assets from Standard. Source: Jira Service Management pricing · Read 27 Sep 2026 | Same |
| Self-managed option | Not in our sources Not described on the pages we read. | Documented Data Center, self-managed; end of life 28 March 2029. Source: Atlassian blog: public sector next chapter (23 Sep 2026) · Read 27 Sep 2026 | Differs |
Which rollout milestones does each put on the entry plan?
- On the entry plan
- On a higher plan or as a paid add-on
- Documented, plan not stated
- Not documented on the pages we read
Freshservice
Jira Service Management
Freshservice has 2 milestones on its entry plan; Jira Service Management has 3.
What do Freshservice and Jira Service Management cost?
Freshservice
| Plan | Price |
|---|---|
| Starter | $19 per agent/month, billed annually |
| Growth | $49 per agent/month |
| Pro | $99 per agent/month |
| Enterprise | Not published |
| Add-on Freddy AI Copilot | $29 per agent/month |
| Trial | 14 days |
Source: Freshservice pricing · Read 27 Sep 2026
Jira Service Management
| Plan | Price |
|---|---|
| Free | $0 |
| Standard | $20 per agent/month |
| Premium | $51.42 per agent/month |
| Enterprise | Not published |
Source: Jira Service Management pricing · Read 27 Sep 2026
When does Freshservice fit, and when Jira Service Management?
Consider Freshservice if
IT teams that want certified ITIL practices and published prices, with a route for business teams later.
Certified ITIL practice coverage and a discovery-fed CMDB at published prices.
Watch for: Problem and change management need Pro at $99 per agent a month, and the Freddy AI Copilot is a $29 add-on.
Consider Jira Service Management if
IT teams that already work in Jira and want a free starting tier.
A free tier and public prices make it the easiest platform here to start on.
Watch for: Change management and the virtual service agent need Premium at $51.42 per agent a month.
Questions readers ask
Is Freshservice or Jira Service Management better for a mid-market IT team?
Neither in general. Freshservice documents nothing that Jira Service Management lacks; Jira Service Management documents self-managed option. Answer the ITSM fit finder to see which matches your team.
Which is cheaper, Freshservice or Jira Service Management?
Freshservice starts at $19 per agent per month (Starter, billed annually); Jira Service Management starts at Free for 3 agents; Standard $20 per agent per month. Compare plans at your team size in the ITSM cost calculator.
Do Freshservice and Jira Service Management cover change management and a CMDB?
Freshservice: Yes, on Pro and Enterprise. Problem, change and release management start on Pro at $99 per agent a month, and agentless discovery feeds a CMDB. Jira Service Management: On Premium for change. Asset and configuration management start on Standard; change management and advanced incident and problem management are Premium features at $51.42 per agent a month.