IT service management · September 2026 Edition
Freshservice vs Jira Service Management
Eleven of twelve models named Freshservice first on the direct prompt; three named Jira Service Management. Both were named by all twelve models and Freshservice carries 51 labels and Jira Service Management 53, so the shares are not directly comparable.
Named in three categories this edition.
Named in three categories this edition.
First-choice share58%21%Of first choices across the direct, paraphrase, budget and scale prompts, 0 to 100.
Negative rate0%6%Negative labels as a share of the product's labels, 0 to 100.
Rank in category#1#2A position in a field of 12; printed, not drawn.
Labels5153A count; the two differ.
The two percentage rows are drawn on one 0 to 100 track, Freshservice reading right to left. Rank and label count are printed, not drawn.InvGate Service Management was named alongside these two in seven of the twelve direct answers. Freshservice vs ManageEngine ServiceDesk Plus · Jira Service Management vs ManageEngine ServiceDesk Plus
Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all twelve models, for a mid-market B2B company; rank is within the category; every quote names the model and the prompt it came from. Both figures come from the IT service management page.
By framing
How many of the twelve models made each the first choice, per way of asking, and how many argued against it.
FreshserviceFirst choices, of twelve modelsJira Service Management
Direct113
Paraphrase103
Comparative12
Budget-constrained23
Scale-constrained51
Negative113 against Jira Service Management
Bars are first choices, 0 to 12 each sideModels that argued againstA model can name both, so the two sides of a row do not sum to twelve.
The direct prompt
The plain question, one answer per model, grouped by where Freshservice and Jira Service Management stood in it.
Both were the first choice
2 of 12 modelsThe answer named them together, and the judge labeled each a first choice.Gemini 3.5 FlashFreshservice, Jira Service Management alternatives: HaloITSM, InvGate Service Management
MiniMax M2.5Freshservice, Jira Service Management alternatives: ServiceNow
Freshservice first, Jira Service Management an alternative
9 of 12 modelsJira Service Management was named in the answer but not as the choice, or not at all.Claude Haiku 4.5Freshservice alternatives: InvGate Service Management, SysAid
Perplexity SonarFreshservice alternatives: InvGate Service Management, Jira Service Management, Motadata ServiceOps, SysAid, TOPdesk
Grok 4.1 FastFreshservice alternatives: InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus, TeamDynamix
Mistral SmallFreshservice alternatives: EasyVista, Motadata ServiceOps, SysAid
DeepSeek V4 FlashFreshservice, InvGate Service Management alternatives: Jira Service Management, ManageEngine ServiceDesk Plus, TOPdesk
Llama 4 MaverickFreshservice alternatives: EasyVista, SysAid
Qwen 3.7 FlashFreshservice alternatives: InvGate Service Management, Jira Service Management
Kimi K2Freshservice alternatives: Jira Service Management, ManageEngine ServiceDesk Plus, SysAid
GLM 4.7 FlashXFreshservice alternatives: InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service Desk
Jira Service Management first, Freshservice an alternative
1 of 12 modelsFreshservice was named in the answer but not as the choice, or not at all.GPT-5.4 miniJira Service Management alternatives: Freshservice, ServiceNow
Bold names in an answer are the products the judge labeled a first choice; a model naming several gives each of them that label. The full answer text for every row is in the record.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment and they are never added together. The figures above are the mid-market standing, which is the one the category orders by.
Small business
Freshservice leads by twenty-four points.
Freshservice39%#1 of 12Jira Service Management14%#3 of 12Mid-marketThe figures above
Freshservice leads by thirty-eight points.
Freshservice58%#1 of 12Jira Service Management21%#2 of 12Enterprise
The order flips: Jira Service Management leads at enterprise.
Jira Service Management19%#2 of 8Freshservice7%#3 of 8What the models said about Freshservice
Every negative label with a quote, up to three, then the highest-weighted positives, up to three. Three of three in this category shown.
“Freshworks officially joined ServiceNow and Atlassian in the Leader quadrant, largely due to its focus on ease of use and rapid setup.” Gemini 3.5 Flash · comparative prompt · first choice
“Freshservice — Best fit for your size: live in days–2 weeks, transparent per-agent pricing, strong out-of-the-box workflows.” DeepSeek V4 Flash · scale prompt · first choice
“Widely considered the "sweet spot" for mid-market companies. It is highly intuitive, has a very fast deployment cycle” Gemini 3.5 Flash · scale prompt · first choice
What the models said about Jira Service Management
Every negative label with a quote, up to three, then the highest-weighted positives, up to three. Four of five in this category shown.
“Be Cautious (Solid but Significant Drawbacks): Jira Service Management ... Steep learning curve” Grok 4.1 Fast · negative prompt · soft negative
“If your B2B company has an internal software development, product, or engineering team that already uses Jira, JSM is almost always the best choice.” Gemini 3.5 Flash · paraphrase prompt · first choice
“Best overall "mid‑market" ITSM platform in 2024‑2025: Jira Service Management (for dev‑centric orgs) or Freshservice” MiniMax M2.5 · direct prompt · first choice
“JSM is the preferred platform for technology-first organizations, rapidly scaling companies, and software-led enterprises.” Gemini 3.5 Flash · comparative prompt · first choice
Also compared
Comparisons are drawn for the top three products in each category. The output is the models' output; nothing here is a recommendation by the index.