Anonymous UserNetwork Analyst at a real estate/law firm
Vanessa HodgesPlatform Scrum Master at a comms service provider
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"The overall functionality of the product is excellent."
"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."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"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."
"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"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."
Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 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.
Freshservice is ranked 13th in Help Desk Software with 2 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 14 reviews. Freshservice is rated 8.6, while JIRA Service Management is rated 7.8. The top reviewer of Freshservice writes "Easy to use and implement with a good user interface". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Freshservice is most compared with ServiceNow, Zendesk Guide, ManageEngine ServiceDesk Plus, TOPdesk and Moveworks, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, IBM Maximo and PagerDuty. See our Freshservice vs. JIRA Service Management report.
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.