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."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."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"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."
"Omnichannel is one of the most valuable features of the solution."
"It is quite easy to program custom apps and integrate them."
"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."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"Its integration is most valuable. It is pretty open for integration."
"JSM's best feature is the integration with other Jira products."
"The most valuable features are the management tools."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"The most valuable features of this solution are Incident and Request Management."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Asset management and branding are two areas in the solution that have scope for improvement."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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 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."
"JIRA Service could benefit from improvements to its voice support."
"The product could improve its asset management."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"Lacks an interface where the customer can report issues."
"The documentation needs improving, it's difficult to find specific procedures."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The pricing could be better."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
Freshdesk is ranked 9th 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, Spiceworks, TOPdesk and BMC Helix ITSM, 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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