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."Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Technical support is outstanding."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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."
"Omnichannel is one of the most valuable features of the solution."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The informatics is the most valuable feature. It captures what we need."
"The UI is good. It's simple and not very complicated. It's very good for tracking."
"A very comprehensive product; easy to set up and is very user-friendly."
"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."
"This solution focuses on lean methodology which we have found useful and it can also be used on any device."
"Jira is a pretty capable product, and a lot of features are valuable. We value being able to set up separate projects and configure teams in them, set up sprints, and manage our sprints with its history tracking. These are all very useful features. It has been a very popular product for our work."
"The customization and tailoring of the workflows have proven to be very useful."
"Most of my work is keeping track of what's been going on and identifying what is blocking future work. What I like about this solution is you can create a consolidated customized dashboard out of your files to identify what's been going on and identify who has how much data assigned to them."
"I would like on-the-go translation,"
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"The reporting needs to be improved."
"Based on the feedback from my admin, it is sometimes difficult to find some of the features. It is not a big deal, but its configuration interface can be improved to make it easy to find things."
"The pricing is quite high."
"The tool should improve its pricing."
"I would love to have more features to make nice documents, like Release Notes or a feature overview, right from JIRA."
"There are no fields to search or to filter by, mainly the ones which use a data around a date and time when something changes."
"It is not intuitive."
"Users can be confused about how to use this tool as it's very complex."
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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