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."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Omnichannel is one of the most valuable features of the solution."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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 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."
"It is very easy to make reports."
"The platform is easy to use."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The dashboards are nicely laid out."
"Transparency of the system helps both internal and external persons involved."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"JIRA Service Management is a very user-friendly solution."
"Useful for tracking issues with development."
"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."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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 to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The performance in cloud service management could be improved."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"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."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
Freshdesk is ranked 9th 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, TOPdesk and BMC Helix ITSM, 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.
See our list of best Help Desk Software vendors.
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.