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 generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"It is very easy to make reports."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The UI is easy to use."
"Technical support is outstanding."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The most valuable features of this solution are Incident and Request Management."
"Allows customized processes for our service contracts."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Its integration is most valuable. It is pretty open for integration."
"The stability of JIRA Service Management is good."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"It should enhance its service and its reporting capabilities."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Asset management and branding are two areas in the solution that have scope for improvement."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"It is difficult to navigate if you don't have any prior knowledge."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"SaaS version for large organizations (more than 2000 users) is not available."
"I'd like to update the dashboard so that more features are available."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"I don't think the program is very scalable."
Freshdesk is ranked 6th 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, BMC Helix ITSM and TOPdesk, 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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