We performed a comparison between Freshdesk and Jira based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management."Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It is very easy to make reports."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Omnichannel is one of the most valuable features of the solution."
"The UI is easy to use."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The integration between Confluence and Jira, along with Jira's ticketing system, is a valuable feature the product offers its users."
"The burndown chart is also helpful when it comes to reporting and allows us to know where we are going, especially during development."
"Jira offers tools for managing projects using Agile methodology. I think it is good to encourage the development team to use Jira, so that the organization benefits from the proper execution of projects on time. Basically, it helps our organization to execute in a better way."
"The solution's most valuable features revolve around the dashboard view, which has a burndown chart indicating progress."
"The most valuable feature is working with sprints and having the ability to create sprints."
"The board has been a very valuable feature because it can be very simple for teams that are not technical. It can also be highly technical and have lots of data for teams that are technical. So we use it for both instances."
"Some of the features that are most important to me of JIRA Agile are the sprint planning, being able to write user stories and being able to use task management."
"The most valuable feature is project management."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"It should enhance its service and its reporting capabilities."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"Technical support is not the best. It could be much, much better and offer better support to users."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"It's also difficult to migrate through, things don't always tie-up. It's not easy to use."
"I would prefer it if the solution was more intuitive."
"It is not capturing the number of hours for which each person has worked on certain things. We use many add-ons to let resources enter the time in the user story itself. We use an add-on called Tempo, but it is kind of a lousy add-on. It is not straightforward. Rather than helping us, it creates a lot of confusion. So, instead of looking out for the additional add-on, I would prefer to have the timesheet entered as a part of Jira itself. They are anyways capturing every information they could for each user story, and then we are able to break down all the task lists. For each task, we're also assigning a resource. So, while we're doing it, why can't they allow the users to enter the time that can be created as a report? Right now, we need to acquire the add-on, and the add-on is not great. It is not helping. The add-on is also not free."
"In terms of the general Jira software, one element that is missing is budget management. Perhaps such functionality exists in add-ons, however."
"Jira is a little bit old fashioned, it could be more user friendly."
"The Jira dashboards could be more useful. The dashboards have good widgets but the comparison of data over time or extraction of trends from the data is not easy."
"It would be very practical if you can more freely reach the information that is already inside the system. Currently, we have to buy add-ons for it. There is a lot of information in the Jira system that you can handle only through add-ons. You cannot reach such information on your own. If you want to use this information, which is already in the system, you have to buy some add-on to use. For example, information about how much time an assignee is spending on a ticket is there in the system, but you cannot access it without an add-on. JQL is a very good way to reach the data inside Jira. If we can reach more objects, even through JQL, it would be great."
"Jira can improve by making user management better. It is not easy to have visibility of who has the right to do what. Only the administrator has this visibility but there should be the option for other users too."
Freshdesk is ranked 4th in Customer Experience Management with 27 reviews while Jira is ranked 1st in Application Lifecycle Management (ALM) Suites with 266 reviews. Freshdesk is rated 8.4, while Jira is rated 8.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Jira writes "A great centralized tool that has a good agile framework and is useful for day-to-day planning, task management, and work log efficacy". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and Sprinklr, whereas Jira is most compared with Microsoft Azure DevOps, IBM Rational DOORS, OpenText ALM Octane, Rally Software and Polarion ALM.
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