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."Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"It is quite easy to program custom apps and integrate them."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"The UI is easy to use."
"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 user interface is simple."
"We love the bulk edit feature. Jira also integrates well with Bitbucket."
"We've found the scalability to be good."
"The scalability is good."
"In terms of product management, Jira increases productivity and visibility into the product. Those are the top benefits this tool provides to the team. Also, it's accessible to the executives and whoever wants to sign on to Jira to see what's going on."
"It's a Scrum tool, so it's very easy to use."
"The most valuable features of this solution are workflow and reporting."
"The solution helps a lot with scrums."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"I would like to see a little bit more color in the solution."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"I would like on-the-go translation,"
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Asset management and branding are two areas in the solution that have scope for improvement."
"I struggle with Epics, how they are implemented in JIRA, because they don't work like any other Story, I see a list of Epics, but although I can order them, there are some mismatches with how the Epics are used compared to what Scrum expects, or what Story mapping expects an Epic to be."
"It lacks features to cover all testing aspects, so we often integrate it with other plugins or tools like X-ray."
"An area for improvement in Jira is that it's not designed for test management. To use it for test management, you need an add-on or several add-ons, e.g. Xray or Zephyr."
"There are some minor quirks, such as zero-point stories not appearing in the portfolio scope."
"I'd like some more features around software testing. I'd like to see some more stuff done around data testing. That's what I'm most interested in."
"Jira could provide more insight into sprints such as how did we perform in the last sprint compared to other sprints. It would be helpful to have metrics and a dashboard feature for others to see."
"Workflows can be improved. We don't use workflows because we can't handle that much complexity. Its interface could be more intuitive for workflows."
"Some small issues with stability."
Freshdesk is ranked 2nd 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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