We performed a comparison between Freshdesk and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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."
"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."
"The organization that is possible with other departments is the solution's most valuable aspect."
"Omnichannel is one of the most valuable features of the solution."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The dashboards are nicely laid out."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"The simplicity is good for our clients. The price is good."
"It scales well."
"The stability of JIRA Service Management is good."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The initial setup is straightforward."
"The most valuable features are the management tools."
"I would like to see a little bit more color in the solution."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"It should enhance its service and its reporting capabilities."
"It is difficult to navigate if you don't have any prior knowledge."
"The solution should be more formalized. It could be more user-friendly."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"The interface could always be updated and improved."
"Field addition and removal features are not very intuitive in JIRA Service Management."
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Freshdesk is rated 8.4, while JIRA Service Management 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 Service Management writes "Customizable, stable, and integrates well". Freshdesk is most compared with ServiceNow, Microsoft Dynamics CRM, Spiceworks, TOPdesk and BMC Helix ITSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, PagerDuty Operations Cloud and Zendesk. See our Freshdesk vs. JIRA Service Management report.
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