We performed a comparison between Freshdesk and Jive based on real PeerSpot user reviews.
Find out what your peers are saying about Atlassian, Zendesk, Freshworks and others in Knowledge Management Software."It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Technical support is outstanding."
"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."
"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."
"Omnichannel is one of the most valuable features of the solution."
"It is quite easy to program custom apps and integrate them."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"We are able to handle more than one hundred POs at any given time with their shipping docs and info, with only one person in charge."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"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."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"The search engine could be improved and also provide some kind of indexing."
Earn 20 points
Freshdesk is ranked 3rd in Knowledge Management Software with 27 reviews while Jive is ranked 8th in Knowledge Management Software. Freshdesk is rated 8.4, while Jive is rated 8.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Jive writes "Used by our agile teams instead of email to track impediments". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Jive is most compared with Yammer and Atlassian Confluence.
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