We performed a comparison between Freshdesk and Jira based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management."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."
"Omnichannel is one of the most valuable features of the solution."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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 is very easy to make reports."
"The UI is easy to use."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"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's easy to deploy."
"Workflow administration is an easy process, especially with respect to defects."
"The solution's most valuable features revolve around the dashboard view, which has a burndown chart indicating progress."
"Kanban board: The board is easy to use and visually impressive to non-IT users, who found it easy to relate to."
"This solution focuses on lean methodology which we have found useful and it can also be used on any device."
"The customization and tailoring of the workflows have proven to be very useful."
"It includes by default all the necessary tools for a project manager to work and make their work more efficient."
"The monitoring, flexibility and tracking are really good in Jira."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like to see a little bit more color in the solution."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"Having more seamless integration with Confluence would really help us track our product management activity and other product details in one place."
"What I don't like is that perhaps there are not so many different apps that can add value over the management side of the product."
"This solution would be improved with the inclusion of integration with SVN, and auto-sync with the build release number."
"Nowadays, many organizations are moving toward the Objectives and Key Results (OKR) framework, and this is something that Jira should be able to accommodate."
"Jira's collaboration and integration with other apps and tools could be improved."
"Jira is raising their prices for the license, which is like a trap because many other providers offer services like Jira but for much cheaper."
"Scripts should be more readily available for implementing projects."
"Some small issues with stability."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Jira is ranked 1st in Application Lifecycle Management (ALM) Suites with 266 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 Sprinklr, whereas Jira is most compared with Microsoft Azure DevOps, IBM Rational DOORS, OpenText ALM Octane, Rally Software and Polarion ALM.
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