Freshservice vs JIRA

Both Freshservice and JIRA, as it turns out, are software solutions that live comfortably in the cloud, floating above us like digital rain. They both exist to solve the pressing needs of the modern world, helping people track and manage things like IT issues and project progress. They both possess a rather curious feature—ticketing, which, if we’re being honest, sounds suspiciously like the kind of thing you’d get for a wild ride at an amusement park, though it’s typically used for much less enjoyable experiences. They integrate with other tools, as if they can’t bear to live without the company of other systems and they both have a propensity for automating things that humans would much rather not do.

Now, Freshservice, the one that hails from India, is more concerned with your IT service management. It’s a bit of a neat freak, organizing everything into tidy categories—incident tracking, asset management and a knowledge base that’s almost self-aware. It’s built for the kind of people who wear the IT department like a badge of honor, constantly juggling tickets and troubleshooting, with little time for frivolous things like the meaning of life or a good cup of tea. It began in 2010, a mere decade ago, but already seems to understand the chaos of modern IT support better than most.

JIRA, on the other hand, is an Australian product that’s been around since 2002 and it’s more of a project management aficionado. It’s obsessed with the agile methodologies—Scrum and Kanban are its natural habitat—and if you don’t know what those are, JIRA is probably not the place for you. Its focus is on tracking bugs, managing software development and giving teams the power to create workflows that are as tailored as a bespoke suit. Unlike Freshservice, which has its heart firmly in IT, JIRA is an agile wanderer, roaming through the land of project management with a flair for software development.

See also: Top 10 IT Service Desk software