We performed a comparison between Freshdesk and Jive based on real PeerSpot user reviews.
Find out what your peers are saying about Atlassian, Zendesk, Freshworks and others in Knowledge Management Software."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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"It is very easy to make reports."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It is quite easy to program custom apps and integrate them."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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 see a little bit more color in the solution."
"The search engine could be improved and also provide some kind of indexing."
Earn 20 points
Freshdesk is ranked 3rd in Knowledge Management Software with 27 reviews while Jive is ranked 8th in Knowledge Management Software. Freshdesk is rated 8.4, while Jive is rated 8.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Jive writes "Used by our agile teams instead of email to track impediments". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Jive is most compared with Yammer and Atlassian Confluence.
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