Bouts / Freshdesk vs Jira Service Management
Freshdesk vs Jira Service Management
Red cornerFreshdesk
$19 per agent a month, billed annually (Freshdesk Growth)
Blue cornerJira Service Management
$750 a year for up to 3 agents on Standard (about $20.83 per agent a month), or $25 per agent a month billed monthly
Freshdesk: Plain Freshdesk no longer offers WhatsApp to accounts created from December 2025; live chat, WhatsApp, Instagram and the chat AI agent now come with Freshdesk Omni.
Jira Service Management: Jira Service Management is now sold only inside Atlassian's Service Collection, bundled with Customer Service Management, Assets and Rovo; the apps cannot be bought separately.
Freshdesk wins 2–1 at 10 agents (close call). Freshdesk takes price tags and user verdict; Jira Service Management takes the bill; 3 rounds are even.
The judges' card
| Round | Freshdesk | What happened | Jira Service Management |
|---|---|---|---|
| Round 1The bill | At 10 agents with AI on: Freshdesk $1,325, Jira Service Management $979 a month. Jira Service Management is 26% cheaper and takes the round. | W | |
| Round 2Price tags | W | Freshdesk offers every price in public, monthly billing and no minimum; Jira Service Management offers AI prices in public, but with a minimum, annual-only terms or vague limits. Freshdesk takes the round. | |
| Round 3AI | = | Both offer an AI agent that also takes actions in other systems. Even. | = |
| Round 4Desk basics | = | Both offer all that plus phone and messaging apps. Even. | = |
| Round 5Security | = | Both offer SOC 2 Type II and ISO 27001, plus EU hosting, a HIPAA BAA or a no-training promise. Even. | = |
| Round 6User verdict | W | On G2: Freshdesk 4.4 from 3,779 reviews, Jira Service Management 4.3 from 986 reviews. Freshdesk takes the round. | |
| Rounds won | 2 | Freshdesk wins, 3 even | 1 |
Does team size change it?
Only the bill round depends on team size. Here is the full result in each weight class.
Small team
- Freshdesk
- $422
- Jira Service Management
- $294
3 agents, 750 conversations a month. Freshdesk wins 2–1.
Mid-size team
- Freshdesk
- $1,325
- Jira Service Management
- $979
10 agents, 2,500 conversations a month. Freshdesk wins 2–1.
Large team
- Freshdesk
- $3,337
- Jira Service Management
- $2,448
25 agents, 6,250 conversations a month. Freshdesk wins 2–1.
Monthly bills from USD list prices, annual billing where offered, with the AI agent resolving 20% of conversations and agent assist for every agent. Plans: Freshdesk Freshdesk Omni Pro; Jira Service Management Service Collection Premium.
Tale of the tape
| Freshworks | Made by | Atlassian |
|---|---|---|
| per agent | Pricing | per agent |
| $19 per agent a month, billed annually (Freshdesk Growth) | Paid plans from | $750 a year for up to 3 agents on Standard (about $20.83 per agent a month), or $25 per agent a month billed monthly |
| Freshdesk Omni Pro | Plan we priced | Service Collection Premium |
| $422 | 3 agents, AI on | $294 |
| $1,325 | 10 agents, AI on | $979 |
| $3,337 | 25 agents, AI on | $2,448 |
| $49 per 100 sessions | AI agent price | $1.00 per AI agent resolution, no included allowance; free until December 3, 2026; 1,000 assisted conversations a month included on Premium and Enterprise, then from $0.30 each |
| Email, Live chat, WhatsApp, Social | Channels | Email, Live chat, Phone, WhatsApp |
| No | Free plan | Up to 3 agents with 2GB storage |
| 14 days | Free trial | 14 days, extendable to 30 |
| Yes | Monthly billing | Yes |
| SOC 2 Type II, ISO 27001, ISO 27701, SOC 1 Type II, CSA STAR Level 1 | Audit reports | SOC 2 Type II, ISO 27001, ISO 27018 |
| US, EU, Australia, India and Middle East regions on AWS | Data hosting | Pin data to the US, EU, Germany, UK, Switzerland, Canada, Australia, Japan, India, Singapore or South Korea, from Standard |
| 4.4 (3,779) | G2 rating | 4.3 (986) |
| 4.5 (3,486) | Capterra rating | 4.5 (779) |
Questions
Which is better, Freshdesk or Jira Service Management?
Freshdesk wins 2–1 at 10 agents (close call). Freshdesk takes price tags and user verdict; Jira Service Management takes the bill; 3 rounds are even.
Is Freshdesk cheaper than Jira Service Management?
At 10 agents with the AI agent and agent assist on, Freshdesk comes to $1,325 a month and Jira Service Management to $979, from list prices. Jira Service Management takes the bill round.
Which has the better AI, Freshdesk or Jira Service Management?
Both offer an AI agent that also takes actions in other systems. Even.
Other bouts
Sources
Freshdesk
Jira Service Management
- Service Collection pricing
- Service Collection licensing FAQ
- Get started with live chat
- Get started with voice support
- About AI agent resolutions
- Get instant AI help while working in Customer Service Management
- How Rovo credits work
- Jira Service Management reviews
- Jira Service Management reviews
- Jira Service Management reviews