We performed a comparison between Freshdesk and Jira based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."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."
"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."
"It is quite easy to program custom apps and integrate them."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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."
"There are a lot of different plugins for Jira. Unfortunately, we did not test so many and the big pain point for us is the rigorous handling and the roadmap of Jira. We have a portfolio and structure plugin and we have our story map plugin in Jira"
"In general, the GUI is nice."
"A most valuable feature involves the ability to customize the entries and to update them quickly."
"The most valuable feature is managing software development."
"Internally we use Jira for our own implementations and capturing requirements and our customers are using the whole tool for the whole software development life cycle. They're using it for the full life cycle of the product."
"The most valuable feature of Jira is that it's a well-known tool that many people are familiar with."
"In our organization, we use Jira for project management and usually use the Scrum project type. We might adjust the workflows and stages to better suit our needs, but we mostly use the default functionalities it offers to manage our projects."
"The links between tickets are very valuable and the boards I found to be configurable and usable. The boards allow some level of extended configuration and they can be customized according to our project needs. Additionally, it is easy to use."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"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."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"I would like to see a little bit more color in the solution."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"We'd like to see more collaboration tools implemented within the product itself."
"So at one point in time, they did a huge UI upgrade. At that time, I felt like they had changed something, so it was hard to figure out. Now that we are habituated, it's not an issue now."
"I struggle with Epics, how they are implemented in JIRA, because they don't work like any other Story, I see a list of Epics, but although I can order them, there are some mismatches with how the Epics are used compared to what Scrum expects, or what Story mapping expects an Epic to be."
"In terms of improvement, I think Jira (Jira Agile, specifically) can be made more user-friendly. Most of the time, when people are somewhat used to the process, they find it easy to work with. But the thing is, if I want to create a sprint, I'd like the ability for it to come out like a kind of board or something like that. For example, they could offer something like a wizard for users who want to quickly create a sprint on the spot with a few clicks. I think that could be useful."
"The history with Jira is that it is a bit complex for many users."
"I would like to see it connecting to Git. That could be useful. We use it for Stash, but I think there is one for Git also. I don't know if it's a plug-in that exists already, but that could be nice."
"Jira could improve the workflow, screen, and field configurability. They are lagging behind other solutions, such as Allegra in work system configurability."
"The following definitely need improvement: UI, speed, and mobile app functionality."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Jira is ranked 2nd in Application Lifecycle Management (ALM) Suites with 259 reviews. Freshdesk is rated 8.4, while Jira 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 writes "A great centralized tool that has a good agile framework and is useful for day-to-day planning, task management, and work log efficacy". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and SysAid, whereas Jira is most compared with Microsoft Azure DevOps, IBM Rational DOORS, OpenText ALM Octane, Rally Software and Polarion ALM.
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