We performed a comparison between Freshdesk and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Technical support is outstanding."
"It is very easy to make reports."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"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."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The initial setup is easy and straightforward."
"Easily integrates with other tools."
"Great to be able to create customized forms."
"Its integration is most valuable. It is pretty open for integration."
"The most valuable features are the management tools."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"I would like on-the-go translation,"
"I would like to see a little bit more color in the solution."
"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."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"Cost has prohibited us from switching entirely to this solution."
"I'd like to update the dashboard so that more features are available."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"I don't think the program is very scalable."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"Integration could be improved."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
Freshdesk is ranked 6th in Help Desk Software with 11 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 36 reviews. Freshdesk is rated 8.4, while JIRA Service Management is rated 8.2. The top reviewer of Freshdesk writes "Phenomenal knowledge base and great for customer support functions, but not suitable if you are trying to solve problems and use assets". On the other hand, the top reviewer of JIRA Service Management writes "It lets you configure workflows and manage requests; it has a dashboard for monitoring". Freshdesk is most compared with ServiceNow, Microsoft Dynamics CRM, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Spiceworks, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, PagerDuty Operations Cloud and Zendesk. See our Freshdesk vs. JIRA Service Management report.
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