Freshdesk vs Jive comparison

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Freshdesk

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Executive SummaryUpdated on Jan 27, 2025

Jive and Freshdesk compete in the business communication and customer support domains. Freshdesk shows superiority in features, seen as worth the price, while Jive's pricing and support provide an advantage.

Features: Jive offers advanced call routing, seamless VoIP integration, and improved communication capabilities. Freshdesk provides automation tools, multi-channel support, and a flexible ticketing system, ensuring robust customer management solutions.

Room for Improvement: Jive could enhance its automation features and multi-channel integrations to match competitors. Freshdesk may improve UI customization and provide more flexible pricing plans for smaller businesses with limited budgets.

Ease of Deployment and Customer Service: Jive ensures straightforward VoIP deployment and strong customer service support. Freshdesk offers an easy-to-set-up cloud-based platform with comprehensive support infrastructure, aiding in smoother deployment compared to Jive.

Pricing and ROI: Jive provides a cost-effective solution with a favorable ROI due to lower setup costs. Freshdesk's higher upfront cost brings strong ROI via extensive features, enhancing customer satisfaction significantly, making the investment worthwhile.

To learn more, read our detailed Freshdesk vs. Jive Report (Updated: April 2025).

Freshdesk vs. Jive

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Helped 849,963 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Knowledge Management Software

5th

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Customer Experience Management (4th), Field Service Management (3rd), Help Desk Software (6th)

Jive

Ranking in Knowledge Management Software

11th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Enterprise Content Management (34th), Web Content Management (40th), Corporate Portals (Enterprise Information Portals) (7th), Enterprise Social Software (13th), Enterprise Intranet (6th)

Mindshare comparison

As of May 2025, in the Knowledge Management Software category, the mindshare of Freshdesk is 5.0%, down from 7.9% compared to the previous year. The mindshare of Jive is 2.0%, down from 4.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Featured Reviews

Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Incredibly user-friendly, flexible, and affordable

Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.

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it_user446067

Managing Director Business Change and Quality Assurance at Blue Cross & Blue Shield of Rhode Island

Used by our agile teams instead of email to track impediments.

Stream activity could be better organized. Activities or content you are following will either be emailed to you or you follow in a stream. This is the largest issue to overcome for new people using the solution. When using email they receive way too many and it becomes noise. If they use streams, it's yet another thing to check along with email, IM, etc.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The organization that is possible with other departments is the solution's most valuable aspect."

"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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."

"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

"Freshdesk provides a plain vanilla solution, making it user-friendly and less complex."

"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."

"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."

"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."

More Freshdesk pros

"We are able to handle more than one hundred POs at any given time with their shipping docs and info, with only one person in charge."

Cons

"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 aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."

"The solution's inbound calls could be improved."

"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

"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."

"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."

"It should enhance its service and its reporting capabilities."

More Freshdesk cons

"The search engine could be improved and also provide some kind of indexing."

Pricing and Cost Advice

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"It is costly."

"The pricing is pretty manageable and acceptable."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

More Freshdesk pricing and cost advice

Information not available

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Comparison Review

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Developer with 51-200 employees

Aug 23, 2013

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Top Industries

By visitors reading reviews

Computer Software Company

25%

Financial Services Firm

Real Estate/Law Firm

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Freshdesk?

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

See all answers

What needs improvement with Freshdesk?

I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well. There's not a really good one for Jira, which we are also using.

See all answers

What is your primary use case for Freshdesk?

I mainly use Freshdesk as a support system for our customers.

See all answers

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Comparisons

ServiceNow vs Freshdesk

Compared 19% of the time

JIRA Service Management vs Freshdesk

Compared 15% of the time

Maven AGI vs Freshdesk

Compared 10% of the time

Spiceworks vs Freshdesk

Compared 7% of the time

Microsoft Dynamics CRM vs Freshdesk

Compared 7% of the time

More Freshdesk Competitors

Slack vs Jive

Compared 55% of the time

Atlassian Confluence vs Jive

Compared 45% of the time

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Product Reports

Freshdesk

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Also Known As

No data available

Clearspace, Jive SBS, Jive Engage, Jive-x, Jive-n

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”

Freshworks

The workplace has changed. It has become more mobile, and has become a place where communication and collaboration across all spheres of the business is key to success. This is where Jive comes in with its cutting-edge mobile portal, its enterprise social network, and its integrative platform that is compatible with current infrastructure and modern cloud applications.

As a portal, Jive brings colleagues, content, and current news straight to your desktop or mobile device at the touch of your fingertips. The enterprise social software aspect of Jive connects business colleagues as never-before across geographical locations and throughout the organizational structure. The Jive platform is completely flexible and integrative, and will seamlessly integrate with current systems such as SharePoint and CRM tools, as well as cloud apps like Google Drive and Okta

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Eloqua, Hitachi Data Systems,T-Mobile, UBM, Thomson-Reuters, Groupon, Nike, Cisco, and others.

Freshdesk vs. Jive