| Product | Rating | Most Used By | Product Summary | Starting Price |
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 Freshdesk | Score8.7 out of 10 | N/A | Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,… | $0 Up to 2 agents |
 Jira Service Management | Score7.9 out of 10 | N/A | Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users… | $0 per month |
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| Considered Both Products | Chose Freshdesk The product that Freshdesk compares to the most on this list is Zendesk, which was considerably more expensive and was missing a server integration that we required. It did have a lot of great features, though, and its Support and Account Managers are located in the U.S. (vs. … Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshdesk We're actually already using other systems to make up for the lack of things that Freshdesk can do. However, Freshdesk is easy to learn and easy to use. With everything going more digital, we need software that can keep up. Freshdesk is still a good project management tool. We … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | Chose Jira Service Management We considered Freshdesk but considering the tight integration with Jira and Confluence, this was the best bet. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Jira Service Management JIRA is far more advanced than some of its competitors with its advanced agile functionality and customizable workflows. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
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| Freshdesk | Jira Service Management | |
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| Likelihood to Recommend | 8.7 | 7.3 |
| Likelihood to Renew | 8.0 | 10.0 |
| Usability | 8.0 | 8.0 |
| Availability | 4.6 | - |
| Performance | 5.5 | - |
| Support Rating | 7.6 | 9.1 |
| In-Person Training | 8.2 | - |
| Online Training | 8.1 | - |
| Implementation Rating | 8.6 | - |
| Configurability | 5.4 | - |
| Contract Terms and Pricing Model | 6.4 | - |
| Ease of integration | 7.6 | - |
| Product Scalability | 5.5 | - |
| Professional Services | 6.4 | - |
| Vendor post-sale | 6.8 | - |
| Vendor pre-sale | 6.9 | - |
