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."It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is very easy to make reports."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Omnichannel is one of the most valuable features of the solution."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"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."
"Developing processes is easy and user-friendly."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"Reporting and easy export to Excel spreadsheets."
"The visibility features are great."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"I think one of the most valuable things is that it's all integrated."
"The dashboards are nicely laid out."
"I would like to see a little bit more color in the solution."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"I would like on-the-go translation,"
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"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 some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Technical support is not the best. It could be much, much better and offer better support to users."
"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."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"Jira Service Management should be more user-friendly."
"The solution needs to be integrated better with Office X5."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Freshdesk is rated 8.4, while JIRA Service Management 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 Service Management writes "Customizable, stable, and integrates well". Freshdesk is most compared with ServiceNow, Microsoft Dynamics CRM, Spiceworks, BMC Helix ITSM and TOPdesk, 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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