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FreshDesk

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8
Jira

60.1K
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+ 1
1.2K
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FreshDesk vs Jira: What are the differences?

  1. Ticketing vs. Project Management: FreshDesk primarily focuses on ticketing and customer support while Jira is more geared towards project management and issue tracking. FreshDesk is more suitable for handling customer inquiries, requests, and resolving issues, while Jira is designed for organizing and managing tasks, sprints, and overall project progress.

  2. Customization Options: FreshDesk offers limited customization options compared to Jira. In Jira, users have a higher level of customization flexibility, allowing them to create custom workflows, fields, and issue types tailored to their specific project requirements. This makes Jira more versatile and adaptable to various project management needs.

  3. Integration Capabilities: Jira offers a wider range of integrations with other tools and software compared to FreshDesk. Jira seamlessly integrates with popular development tools like Bitbucket, Confluence, and various testing tools, providing a more comprehensive ecosystem for software development teams. FreshDesk, on the other hand, may have limitations in terms of integrations with specific tools.

  4. User Interface and User Experience: FreshDesk is known for its intuitive and user-friendly interface, making it easier for customer support agents to navigate and use the system efficiently. Jira, while powerful in its capabilities, may have a steeper learning curve due to its complexity and extensive features. The user experience in FreshDesk is more streamlined and straightforward compared to the more intricate interface of Jira.

  5. Reporting and Analytics: Jira offers robust reporting and analytics capabilities that allow users to track project progress, monitor team performance, and analyze data insights. FreshDesk also provides reporting features, but they may not be as comprehensive or detailed as Jira's reporting functionalities. Jira's advanced reporting tools make it a preferred choice for organizations that require in-depth analysis of project metrics.

  6. Price Point: FreshDesk tends to be more cost-effective for small to medium-sized businesses looking for a customer support solution. On the other hand, Jira, especially the advanced versions like Jira Software or Jira Service Management, can be more expensive, catering to larger enterprises with complex project management needs.

In Summary, FreshDesk is ideal for customer support ticketing with a user-friendly interface, limited customization, and a cost-effective solution, while Jira offers advanced project management features, extensive customization options, and integrations at a higher price point.

Decisions about FreshDesk and Jira
Jakub Olan
Node.js Software Engineer · | 4 upvotes · 298.4K views

YouTrack feels much more lightweight than Jira and additionally have all of features that Jira have, of course lacks at some analytics features, but it's more powerful at permission management and agile workflow. Additionally YouTrack have awesome integration with other JetBrains products such as incoming JetBrains Space and all other IDEs such as GoLand.

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Pros of FreshDesk
Pros of Jira
  • 3
    Omnichannel capabilities
  • 2
    Centralizes our customer support
  • 2
    Great Value for Money
  • 1
    Cheap
  • 310
    Powerful
  • 254
    Flexible
  • 149
    Easy separation of projects
  • 113
    Run in the cloud
  • 105
    Code integration
  • 57
    Easy to use
  • 52
    Run on your own
  • 39
    Great customization
  • 38
    Easy Workflow Configuration
  • 27
    REST API
  • 12
    Great Agile Management tool
  • 7
    Integrates with virtually everything
  • 6
    Confluence
  • 5
    Complicated
  • 3
    Sentry Issues Integration

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Cons of FreshDesk
Cons of Jira
    Be the first to leave a con
    • 8
      Rather expensive
    • 5
      Large memory requirement
    • 2
      Slow
    • 1
      Cloud or Datacenter only

    Sign up to add or upvote consMake informed product decisions

    What is FreshDesk?

    Freshdesk is an on demand customer support software that works across multiple support channels.

    What is Jira?

    Jira's secret sauce is the way it simplifies the complexities of software development into manageable units of work. Jira comes out-of-the-box with everything agile teams need to ship value to customers faster.

    Need advice about which tool to choose?Ask the StackShare community!

    What companies use FreshDesk?
    What companies use Jira?
    See which teams inside your own company are using FreshDesk or Jira.
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    What tools integrate with FreshDesk?
    What tools integrate with Jira?

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    What are some alternatives to FreshDesk and Jira?
    Zendesk
    Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.
    Zoho Desk
    It puts customer service at the heart of your company. It is the industry's first context-aware help desk software that helps businesses focus on the customer.
    Happyfox
    HappyFox is a hosted customer support software, centralizes the multi-channel customer queries using ticketing system. It helps to reduce the response time to customers from days to hours
    Desk.com
    Desk.com lets you see all your customers in one place and engage them across all your support channels (Twitter, Facebook, phone, email, chat and discussion boards) in one easy-to-use desktop. Be there for your customers — anytime, anywhere.
    Freshservice
    Cloud based ITSM software for your service desk. Powerful IT help desk automation tool to manage incidents, assets and more.
    See all alternatives