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Freshdesk Logo
1,967 views|1,606 comparisons
Jira Logo
Read 93 Jira reviews.
57,064 views|49,703 comparisons
Top Review
Find out what your peers are saying about Freshdesk vs. Jira and other solutions. Updated: September 2021.
534,468 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The organization that is possible with other departments is the solution's most valuable aspect.""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."

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"Issue linking has enabled teams to trace issues.""The most valuable features in Jira are the dashboard, reports, and boards that help us to control the advancement of the project.""The most valuable feature is that it is somewhat flexible.""This is our way of communicating with different teams. We are a global company. I am based in San Diego, for example. A lot of the BAs are based in Paris. The development team is based in Minsk. We absolutely need to be in constant communication and on the same page.""The most valuable feature is project management.""The solution is extremely stable.""The solution offers up great transparency that makes it possible for everyone inside the departmental organization to see what's happening.""The most valuable features of this solution are workflow and reporting."

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Cons
"Technical support is not the best. It could be much, much better and offer better support to users.""We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

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"The only thing that JIRA doesn't for us is release management in a way that I can create a list of versions easily.""We would like to see the integration of a lite-version of Confluence, just to manage some of the templates and documents.""It's also difficult to migrate through, things don't always tie-up. It's not easy to use.""Jira has recently updated their UI, but more can be done to make it even better.""When you first start to use the interface, it is confusing.""A lot of the user interface could be updated.""In general, although we use JIRA, we never really learned how to use it properly. The learning curve of the solution is high. It has a lot of power, and yet we don't understand its capabilities.""We would like to see integration between Tempo and Jira."

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Pricing and Cost Advice
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

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"I don't feel that price is an issue.""It is not too expensive. It is just comparative to other tools like Microsoft Teams.""I am not sure if the client is using a commercial version. I think it is on a per-user basis, and it is around 15 Canadian dollars for a user, but I'm not sure. It also has a free version.""As a company, we get a subsidized price, and it's lower than what's quoted on their website.""We are using the enterprise license which is nice because it ensures that we always have the latest versions of Jira software.""Its price is fine, but we would like it to be less expensive. We are paying on a yearly basis.""We are a regional research and education institute. We're using the free license provided for educational institutes.""One of my customers told me that they were receiving better pricing for a similar tool from Microsoft."

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Questions from the Community
Top Answer: 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.
Top Answer: We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than… more »
Top Answer: We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions… more »
Top Answer: Hi Netanya, Basically , it all depends on the use cases for your environment and the business needs. Hope the below data may be relevant to you for identifying your needs and deciding on the… more »
Top Answer: In general, the GUI is nice.
Top Answer: Its price is good and similar to other products. It is about five or six dollars per user.
Ranking
Views
1,967
Comparisons
1,606
Reviews
2
Average Words per Review
682
Rating
9.5
Views
57,064
Comparisons
49,703
Reviews
90
Average Words per Review
553
Rating
8.0
Comparisons
Also Known As
Jira Software
Learn More
Overview
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

JIRA has multiple deployment options to provide the flexibility your organization needs.

Cloud is a fully hosted service for customers who want to iterate quickly and have us take care of managing the infrastructure.

For customers who need to run our applications behind their firewall, we have Server and Data Center options. Server delivers greater capacity for a larger user base and gives you more control, allowing you to remain compliant with your enterprise IT, security, IP and privacy policies. For our largest customers, Data Center provides all the capability of our Server option, along with high availability, instant scalability and performance at scale.

Atlassian also offers premium support and strategic services for enterprise customers. Technical Account Managers are cross-functional technical advisors providing proactive planning and strategic guidance across your organization. Premier Support goes above and beyond our standard offerings to give you account-wide support from a team of senior support engineers.

Offer
Learn more about Freshdesk
Learn more about Jira
Sample Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Square, Nasa, eBay, Cisco, SalesForce, Adobe, BNP Paribas, BMW and LinkedIn, Pfizer, Citi.
Top Industries
VISITORS READING REVIEWS
Computer Software Company29%
Comms Service Provider20%
Energy/Utilities Company7%
Financial Services Firm4%
REVIEWERS
Computer Software Company17%
Financial Services Firm15%
Insurance Company10%
Manufacturing Company8%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider18%
Manufacturing Company7%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business70%
Midsize Enterprise30%
REVIEWERS
Small Business32%
Midsize Enterprise20%
Large Enterprise48%
VISITORS READING REVIEWS
Small Business16%
Midsize Enterprise18%
Large Enterprise66%

Freshdesk is ranked 2nd in Customer Experience Management with 2 reviews while Jira is ranked 1st in Application Lifecycle Management (ALM) Suites with 93 reviews. Freshdesk is rated 9.6, while Jira is rated 8.0. The top reviewer of Freshdesk writes "Solid, good price, simple to use, and requires negligible training effort". On the other hand, the top reviewer of Jira writes "Great for collaboration, very stable, and extracting data is straightforward". Freshdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Microsoft Dynamics CRM and ManageEngine ServiceDesk Plus, whereas Jira is most compared with Microsoft Azure DevOps, Micro Focus ALM Octane, TFS, IBM Rational DOORS and Rally Software.

We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.