FreshDesk vs Jira

Overview

FreshDesk

Stacks456

Followers276

Votes8

Jira

Stacks62.5K

Followers49.5K

Votes1.2K

FreshDesk vs Jira: What are the differences?

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.
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.
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.
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.
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.
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.

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Advice on FreshDesk, Jira

Jakub

Node.js Software Engineer at Araclx

Mar 6, 2020

Decidedon

YouTrack

Jira

JetBrains Space

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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Detailed Comparison

FreshDesk	Jira
Freshdesk is an on demand customer support software that works across multiple support channels.	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.
Get tickets from just about anywhere- Freshdesk automatically converts customer emails, Twitter mentions and comments on your Facebook pages into support tickets.;Categorize, prioritize and assign with Dispatch'r- Dispatch’r is your smart helpdesk co-ordinator built into Freshdesk.;Create custom ticket fields specific to your business- With customizable ticket fields, Freshdesk lets you add specialized fields to better organize your tickets.;Copy tickets to someone, or bcc to a dropbox- Freshdesk lets you add a “cc” or “bcc” to any reply.;Get a quick overview with help desk activity streams- The moment you login, you need to get a quick digest of everything happening in your helpdesk.;Split complex tickets, or Merge similar ones- With Freshdesk, you can split and merge tickets with just the click of a button.;Get smart suggestions of possible solutions- Freshdesk automatically searches for solutions and workarounds related to a ticket and suggests them to the agent.; Reuse common replies with Canned Responses;Automate common tasks and help desk scenarios;Mail to KBase and Create Knowledge on the Fly;Eliminate guesswork with a separate knowledge base;Track time spent and generate customer time sheets;Promise and prove customer service levels- Customers demand the service levels that your support promises. With Freshdesk you can setup SLAs that tie what you promise to what you deliver.;Manage customer contact and companies;Draw deep insights with advanced helpdesk reporting;Help customers help you through community forums;Let your customers share ideas and vote on them too;Let each agent use your helpdesk in their language;Rebrand your portal to reflect your theme;Extend Freshdesk with Integrations and the API;	Create user stories and issues, plan sprints, and distribute tasks across your software team; Prioritize and discuss your team’s work in full context with complete visibility; Ship with confidence and sanity knowing the information you have is always up-to-date; Improve team performance based on real-time, visual data that your team can put to use
Statistics
Stacks 456	Stacks 62.5K
Followers 276	Followers 49.5K
Votes 8	Votes 1.2K
Pros & Cons
Pros 3 Omnichannel capabilities 2 Great Value for Money 2 Centralizes our customer support 1 Cheap	Pros 310 Powerful 254 Flexible 149 Easy separation of projects 113 Run in the cloud 105 Code integration Cons 8 Rather expensive 5 Large memory requirement 2 Slow 1 Cloud or Datacenter only
Integrations
Salesforce Sales Cloud Google Analytics Mailchimp Campaign Monitor Harvest Olark SnapEngage Constant Contact iContact Highrise	Acunote Pivotal Tracker Bugsnag SnapEngage HipChat New Relic Zendesk Zopim UserVoice Balsamiq

What are some alternatives to FreshDesk, Jira?

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Groove

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Bugzilla is a "Defect Tracking System" or "Bug-Tracking System". Defect Tracking Systems allow individual or groups of developers to keep track of outstanding bugs in their product effectively. Most commercial defect-tracking software vendors charge enormous licensing fees. Despite being "free", Bugzilla has many features its expensive counterparts lack.

Zammad

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