FreshserviceJira Service ManagementFreshservice vs Jira Service Management

Freshservice vs Jira Service Management: $245 or $100 for five people

An IT service desk against a service desk on Jira: Jira Service Management is $145 a month cheaper for five people. Where Freshservice and Jira Service Management split, and a third option for small teams.

By Khalid Nouri, founder of SellioPricing check dates are listed with each vendor below

Try the third optionSellio pricing

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The short answer

Pick Freshservice if the requests come from employees, not customers, and involve assets and approvals. Pick Jira Service Management if your engineers already live in Jira and support should land in the same place. For five people, Jira Service Management is $145 a month cheaper than Freshservice ($245 a month on Freshservice against $100 on Jira Service Management), before AI. Sellio Mini, at $45, comes in $55 below Jira Service Management. Freshservice and Jira Service Management both include email in the price. Neither Freshservice nor Jira Service Management includes website chat, WhatsApp, Instagram and Telegram outright. For a team of two to ten weighing Freshservice against Jira Service Management, the third option below puts chat and tickets at one workspace price.

At a glanceFreshserviceFreshserviceJira Service ManagementJira Service Management
Built aroundInternal IT requests · not a customer help deskRequests and queues on Jira · IT and customer service
Entry plan$19/agent/mo · Starter, yearly$20/agent/mo · Standard
Chat in the pricePortal and Slack · no customer widgetPortal, email, widget · no messaging apps
AI agentEnterprise plan · Freddy AI AgentPremium plan · virtual service agent
Copilot for agents$29/agent/mo · Pro and upRovo credits · Standard and up
Free planNone · 14-day trialYes · 3 agents

The six differences that decide it

Everything else on this page follows from these.

  1. 01

    Where a conversation starts

    FreshserviceFreshservice

    As an employee request from the portal, email, Slack or Teams, with assets and approvals behind it. Jira Service Management raises tickets too, from requests and queues on Jira.

    Jira Service ManagementJira Service Management

    As a request in a Jira queue, raised from the portal, email, the widget or Slack and Teams. Freshservice raises tickets too, from internal IT requests.

  2. 02

    What the seat buys

    FreshserviceFreshservice

    $19 buys incidents and a knowledge base on Starter; SLAs and a service catalog start on Growth at $49. $245 for five people, against $100 on Jira Service Management.

    Jira Service ManagementJira Service Management

    Free for three agents; Standard is $20 an agent and Premium, with the virtual agent, $51.42. $100 for five people, against $245 on Freshservice.

  3. 03

    How the AI is billed

    FreshserviceFreshservice

    Freddy AI Agent comes with Enterprise; Freddy Copilot is $29 per agent on Pro and Enterprise. Jira Service Management meters AI (Premium plan) above the seats as well.

    Jira Service ManagementJira Service Management

    The virtual service agent comes with Premium; Rovo credits for AI search and chat come with Standard and up. Freshservice meters AI (Enterprise plan) above the seats as well.

  4. 04

    Channels in the price

    FreshserviceFreshservice

    Portal, email, Slack and Teams for employees; no website chat, WhatsApp or Instagram. The same set as Jira Service Management.

    Jira Service ManagementJira Service Management

    Portal, email, an embedded widget, Slack and Teams; no WhatsApp, Instagram or Telegram. The same set as Freshservice.

  5. 05

    Beyond the inbox

    FreshserviceFreshservice

    Asset, change, problem and release management; on-call and major incidents. Jira Service Management is a service desk on Jira instead.

    Jira Service ManagementJira Service Management

    Incidents, on-call, change management and assets, and the whole Jira ecosystem. Freshservice is an IT service desk instead.

  6. 06

    Time to the first reply

    FreshserviceFreshservice

    A week or more: catalog, approvals, assets and SLAs before the first request. Jira Service Management is a day for a queue.

    Jira Service ManagementJira Service Management

    A day for a queue; longer for catalog, SLAs and automation. Freshservice is a week or more.

Sources: Freshservice pricing · Jira Service Management pricing. Each vendor’s own comparison of the other is linked so you can weigh both sides against ours.

Inside Freshservice

A look at the agent workspace. Interfaces can vary by plan and product version.

The Freshservice agent view: the incident with the asset, the approvals and the SLA timer
FreshserviceFreshservice. The Freshservice agent view: the incident with the asset, the approvals and the SLA timer

What your team would pay

Move the sliders. Yearly-billing rates from each vendor’s pricing page, next to Sellio’s plan for the same number of seats.

5 people who answer customers

50

300 AI conversations on Freshservice, AI conversations on Jira Service Management

3000+
FreshserviceFreshservice

$245/mo

Service catalog, SLAs, on-call.

5 × $49 seats
$245
300 AI conversations × $0
$0
Copilot, 5 × $29
$0

Yearly billing; monthly costs more. Freddy AI Agent comes with the Enterprise plan rather than a per-conversation rate; the AI line stays at zero. Rates recorded on 2026-09-13.

Jira Service ManagementJira Service Management

$100/mo

Queues, SLAs, Rovo credits.

5 × $20 seats
$100
300 AI conversations × $0
$0

Yearly billing; monthly costs more. The virtual service agent comes with the Premium seat rather than a per-conversation rate; the AI line stays at zero. Rates recorded on 2026-09-13.

Sellio · Mini

$55/mo

One price for the workspace: 3 channels, 2 AI agents, $5 AI credit a month.

Workspace, 5 of 5 seats
$45
AI past 100 included conversations
$10
Copilot for agents
Included

About $0.05 per AI conversation past the credit, with a daily and monthly cap you set. Yearly billing takes 20% off. See every plan.

Pricing references: Freshservice pricing page (recorded 2026-09-13); Jira Service Management pricing page (recorded 2026-09-13). Calculator uses yearly-billing rates. Prices change; confirm current terms with each vendor.

5 people, website chat plus 2 more channels, 2 AI agents: $45 a month. Start free, no card.

Start freeSee every plan

Freshservice, Jira Service Management and Sellio, side by side

Fifteen things a support team checks. A dash means the product does part of it or charges extra for it.

FeatureFreshserviceFreshserviceJira Service ManagementJira Service ManagementSellio

Pricing

Pricing model
Per agent; AI copilot per agent
Per agent; customers are free
Per workspace; seats and channels are plan limits
Free plan
None; 14-day trial
3 agents
2 seats, 1 channel, 1 AI agent, no trial clock

Channels

Website live chat
Employee portal, no customer widget
Embedded widget and portal
One script tag; guides for HTML, React, Next.js and more
Email in the inbox
Employee requests
All plans
From Mini: forward your support address; reply from the thread
WhatsApp
Not offered
Not offered
From Mini: WhatsApp Business API, several agents on one number
Instagram DMs
Not offered
Not offered
From Mini: Instagram DMs beside web chat
Telegram
Not offered
Not offered
From Mini: paste a bot token; the webhook is set for you
Slack, Discord, Teams (two-way)
Slack and Teams servicebot
Slack and Teams
From Mini: two-way threads; a reply there reaches the customer

AI

AI agent trained on your docs
Enterprise plan
Premium plan
Crawl your site, upload PDFs and FAQs; answers only from those
How AI is billed
Copilot $29 per agent
In the Premium seat
Metered from an included credit, with caps you set
AI hands off to a person
Creates a ticket for an agent
Raises a request
On low confidence, a keyword, or a teammate taking over

Support operations

Tickets
Incidents, requests, changes
Requests and incidents
On Plus: raise from any chat; customer, back-office and tracker
Visual workflow automation
Workflow automator
Automation rules by plan
From Mini: 11 triggers, 18 actions, no code
Analytics and CSAT
Reports and SLAs
Reports and SLAs
From Essentials: response times, resolution, CSAT; topics and email reports on Plus

Apps

Desktop app (Windows, macOS)
Browser and mobile
Browser and mobile
Native Windows and macOS apps

Which one, for whom

Pick Freshservice if

  • The requests come from employees, not customers, and involve assets and approvals.
  • You need change, problem and release management.
  • Time to the first reply is a week or more here and a day for a queue on Jira Service Management.
  • Its pricing model suits you better than Jira Service Management's: per agent per month, billed yearly; monthly costs more. Built for internal IT.

Pick Jira Service Management if

  • Your engineers already live in Jira and support should land in the same place.
  • Requests come through a portal, email or Slack and Teams.
  • Five people cost $145 a month less than on Freshservice ($100 against $245), before AI.
  • You want a free plan to start on; Freshservice offers a 14-day trial.

The third option: Sellio

  • Your team is two to ten people on chat, messaging and email. Weigh workspace pricing against $245 a month on Freshservice against $100 on Jira Service Management for five people; the billing units and included features differ.
  • You want a ceiling on AI spend: Freshservice meters AI (Enterprise plan) above the seats, Jira Service Management meters AI (Premium plan) above the seats, and Sellio stops at the cap you set.
  • You need Telegram and native Windows and macOS apps, which neither Freshservice nor Jira Service Management includes.

What two, five and ten people pay

Freshservice on Growth: $98, $245 and $490 a month for two, five and ten people, before AI. Jira Service Management on Standard: $40, $100 and $200 a month for two, five and ten people, before AI. Sellio: Free for two seats; Mini at $45 for five, $200 less than Freshservice and $55 less than Jira Service Management for five people; Essentials at $95 for ten, the AI credit included. At ten people, Essentials at $95 is $395 under Freshservice and $105 under Jira Service Management.

Where the two agree, and where they split

Freshservice is an IT service desk built around internal IT requests; Jira Service Management is a service desk on Jira built around requests and queues on Jira. Only Jira Service Management has a free plan (3 agents); Freshservice offers a 14-day trial. Freshservice and Jira Service Management both include email in the price. Neither Freshservice nor Jira Service Management includes website chat, WhatsApp, Instagram and Telegram outright. Freshservice (Enterprise plan) and Jira Service Management (Premium plan) both meter AI above the seats. Freshservice and Jira Service Management both raise tickets, and neither Freshservice nor Jira Service Management ships a desktop app. Freshservice is a week or more; Jira Service Management is a day for a queue.

What each price leaves out

Freshservice: Freddy AI Agent on Enterprise; Freddy Copilot $29 per agent per month on Pro and up. Jira Service Management: Virtual service agent on Premium; Rovo credits by plan. Beside Freshservice's Enterprise plan and Jira Service Management's Premium plan, Sellio includes an AI credit with each paid plan. Usage consumes that credit; additional credits cost extra, and you can set a spending cap.

How to decide in an afternoon

  1. Step 1

    Count agents and channels

    Anyone who replies is a seat. List the channels customers actually use.

    5 people reply5 seats
    Website chat61%
    WhatsApp27%
    Email12%
  2. Step 2

    Price the AI you would use

    Estimate monthly conversations the AI could close, then apply each vendor's per-resolution or per-session rate.

    1,200 conversations × 40% AI closes480
    FreshserviceFreshserviceAssumed $0$0
    Jira Service ManagementJira Service ManagementAssumed $0$0
    Sellio$0.05$19

    Illustrative AI-only estimate; vendor units differ. Pack billing is rounded up. Sellio assumes Mini’s $5 credit and $0.05 per conversation.

  3. Step 3

    Trial the shortlist

    Check each vendor’s trial, free plan or demo terms. Where access is available, test one real channel before committing.

    FreshserviceFreshservice · 14-day trial
    Jira Service ManagementJira Service Management · Free plan; paid plans have a trial
    Sellio · Free plan, no card

    Confirm trial access and limits, then evaluate one real channel on each.

Continue your research

FAQ

Freshservice vs Jira Service Management: the questions people ask

Freshservice is an IT service desk built around internal IT requests; Jira Service Management is a service desk on Jira built around requests and queues on Jira.

  • Entry plan: Freshservice $19/agent/mo (Starter, yearly); Jira Service Management $20/agent/mo (Standard).
  • Chat in the price: Freshservice Portal and Slack (no customer widget); Jira Service Management Portal, email, widget (no messaging apps).
  • Sellio: one inbox for every channel: website chat, WhatsApp, Instagram and Telegram, which neither Freshservice nor Jira Service Management has outright, plus the rest of the five, on every paid plan.

The shared inbox page puts Sellio beside Freshservice and Jira Service Management on the same rows.

Still have a question? Contact us or browse the docs.

Or the third option: one price, every channel.

Sellio puts website chat, WhatsApp, Instagram, Telegram and email in one inbox with tickets and an AI agent, for $45 to $295 a month per workspace.

Get startedRead the docs

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