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."The organization that is possible with other departments is the solution's most valuable aspect."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It is quite easy to program custom apps and integrate them."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"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."
"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 should enhance its service and its reporting capabilities."
"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."
"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."
"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."
"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."
"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."
"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, BMC Helix ITSM and ManageEngine ServiceDesk Plus, whereas Jive is most compared with Atlassian Confluence, Yammer and Microsoft Teams.
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