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 feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"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."
"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."
"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 is very easy to make reports."
"Overall, it is very intuitive. It is so lightweight and easy to use. It is easy to manage our product backlog and user stories, and it produces great reports."
"Work management software that has the flexibility to be configured for any company. It's stable, scalable, and offers responsive support."
"We can cope with processes easily without adapting the tool, but adapting the tool to processes."
"It's very simple to change the workflow and adapt it. Jira is very user friendly for the agent and the user."
"I can use Jira Query Language (JQL) to write queries to see the stories that are there for the current sprint. I can also sort them by assignment. I also use Jira is for burndown charts, which give an indication of how efficiently the squad is performing. I also use the Active Sprints function and a feature called Planning Poker."
"I like that Jira allows you to customize the flow for an agile process and adapt it to your own flow."
"The most valuable aspect of this solution is its ability to connect everything together."
"Scaling the product wouldn't be difficult."
"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."
"I would like on-the-go translation,"
"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."
"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."
"I would like to see a little bit more color in the solution."
"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."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Users can be confused about how to use this tool as it's very complex."
"They could improve the solution by having a multiple project dashboard to be able to manage many projects KPI's at once, this would really be helpful."
"The plugin management needs a lot of work."
"Its ability to perform true executive-level status reporting could be improved. There are a lot of benefits there, but there are also a lot of things they can and should expand upon."
"In JIRA, it's a bit complex in terms of what advanced search queries we use. Sharing them is also a problem. Because TFS is on the cloud, we can easily save that query and share it with our team members."
"There needs to be more integration and connectivity."
"The solution lacks integration with visualization tools like Power BI or Tableau, which would be beneficial for better insights."
"The stability could be improved."
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.
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