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."The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It is very easy to make reports."
"It is quite easy to program custom apps and integrate them."
"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 UI is easy to use."
"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."
"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."
"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."
"For QA, the most interesting for me are boards, backlog, and filters."
"Integration is good."
"The most valuable feature is that it has different APIs available, with good services, and it is completely by the books."
"We can create multiple boards for the same product backlogs."
"It's an open-sourced product that is easy to customize."
"You can record your unit testing, regression testing, UATs, et cetera."
"We have around 2000 plus users, so scale wise, there are no issues. We can easily scale up with multiple users."
"The initial setup isn't too complicated."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"Technical support is not the best. It could be much, much better and offer better support to users."
"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."
"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."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"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."
"The help desk and services management features are in need of improvement."
"Because I am a developer, I would like integration with Git Source Code Management so that for tickets, we can reference the code where the change has happened and where the issue is. This feature might be there, and I probably haven't discovered it."
"The reporting tool and the approval tool need work."
"Grid: It is really strange that there is no possibility to edit an item in the grid. You need to go inside, and even then, not all items are editable, so you need to switch to edit mode. That's too many clicks and switches."
"Lacks some common building block approaches to certain things."
"There needs to be easier integration with third-parties — personally, this is the biggest issue for me."
"The tool lacks support for testing aspects, which means we often rely on integrations with other tools for testing purposes. If Jira could incorporate testing modules within its platform, it would eliminate the need for external integrations."
"A more organized hierarchy is important. Reporting and JQL create issues for me. They do not completely cover the reporting part that I need to report in terms of my capacity to plan. In the same token, there is no record at this very moment to provide me with one export with epics story points, tasks, or issues and their sub-tasks at the same time."
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.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
