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."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."
"Technical support is outstanding."
"It is quite easy to program custom apps and integrate them."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It is very easy to make reports."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"Transparency of the system helps both internal and external persons involved."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The most valuable features of this solution are Incident and Request Management."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Its integration is most valuable. It is pretty open for integration."
"The most valuable features are the management tools."
"It should enhance its service and its reporting capabilities."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"I would like on-the-go translation,"
"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."
"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."
"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."
"I don't think the program is very scalable."
"Cost has prohibited us from switching entirely to this solution."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
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, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Spiceworks, 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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