Compare Freshdesk vs. JIRA Service Management

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1,967 views|1,606 comparisons
JIRA Service Management Logo
8,520 views|7,027 comparisons
Top Review
Find out what your peers are saying about Freshdesk vs. JIRA Service Management and other solutions. Updated: September 2021.
535,919 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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"JIRA helps integrate Kanban Board features and for this reason what it does it does well.""It's easy to set up the solution.""Some of the most valuable features are simplicity, ease of configuration, and ease of customization.""The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.""The most valuable features are the management tools.""One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted.""Easily integrates with other tools.""The simplicity is good for our clients. The price is good."

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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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"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.""JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.""At times you will need add-ons or additional software, so built-in features would be helpful.""From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server.""If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful.""The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient.""Integration could be improved.""There should be better connections with access management. They should improve the connectivity."

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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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"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""We need a license because we have a higher number than the free part.""The pricing is very competitive and I think that it is okay.""I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

More JIRA Service Management Pricing and Cost Advice »

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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: The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
Top Answer: Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
Ranking
12th
out of 55 in Help Desk Software
Views
1,967
Comparisons
1,606
Reviews
2
Average Words per Review
682
Rating
9.5
2nd
out of 55 in Help Desk Software
Views
8,520
Comparisons
7,027
Reviews
20
Average Words per Review
616
Rating
7.9
Comparisons
Also Known As
JIRA Service Desk
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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 Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

Offer
Learn more about Freshdesk
Learn more about JIRA Service Management
Sample Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
VISITORS READING REVIEWS
Computer Software Company31%
Comms Service Provider19%
Energy/Utilities Company7%
Educational Organization5%
REVIEWERS
Computer Software Company33%
Comms Service Provider20%
Retailer13%
Transportation Company7%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider22%
Financial Services Firm7%
Government7%
Company Size
REVIEWERS
Small Business70%
Midsize Enterprise30%
REVIEWERS
Small Business53%
Midsize Enterprise10%
Large Enterprise37%
Find out what your peers are saying about Freshdesk vs. JIRA Service Management and other solutions. Updated: September 2021.
535,919 professionals have used our research since 2012.

Freshdesk is ranked 12th in Help Desk Software with 2 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 14 reviews. Freshdesk is rated 9.6, while JIRA Service Management is rated 7.8. 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 Service Management writes "Customizable, stable, and integrates well". Freshdesk is most compared with ServiceNow, Zendesk Guide, Microsoft Dynamics CRM, Atlassian Confluence and Jira, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, IBM Maximo and IBM SmartCloud Control Desk. See our Freshdesk vs. JIRA Service Management report.

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We monitor all Help Desk Software 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.