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."It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The UI is easy to use."
"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 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."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"In general, the GUI is nice."
"A stable solution with no unplanned downtime."
"The design of the interface is clean and not too busy visually."
"You no longer need to email people. You can mention them right in Jira and have conversations there."
"The most valuable feature of this solution is the source linking on the commit level to git."
"It also works well with all the integrated tools that you buy."
"The most valuable feature is the flexibility of the configuration, being able to configure it to suit your own needs."
"Jira has been a good l tool for collaborating across large groups of people. The JQL feature is powerful and easy to use."
"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."
"I would like on-the-go translation,"
"It should enhance its service and its reporting capabilities."
"Asset management and branding are two areas in the solution that have scope for improvement."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"The user interface is very detailed right now. It could be simplified if they consider targeting the user experience."
"There could be some improvements in the project management and portfolio level features."
"The documentation on how to create dashboards and take advantage of other features in the tool are areas where the tool has certain shortcomings."
"It should have its own repository for test case creation, so that one does not have to resort to third-party tools and plugins."
"The solution could be more user-friendly."
"The plugin management needs a lot of work."
"The part when it comes to the testing area is a bit hard to handle. The screen is too small, you can't really read what you're typing in, and it's only for the testing area. It looks like they have pressed in more than the UI system could handle to display it properly."
"Pretty much 70% - 80% of the Next-Gen Projects features are still to be developed."
Freshdesk is ranked 2nd 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.
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