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Compare Jira Service Desk vs. Freshdesk

You can use our scoring system to provide you with a general idea which Customer Support Software product is better for your company. For overall product quality, Freshdesk earned 9.8 points, while JIRA Service Desk gained 8.8 points. Meanwhile, for user satisfaction, Freshdesk scored 100%, while JIRA Service Desk scored 96%. Specifics of their unique elements, tools, supported platforms, customer service, and more are given below to provide you with a more accurate comparison. Remember to get only the functions that you need to avoid wasting resources for tools that are unnecessary. We are aware that not all people have the time to test a large number of different products, so we came up with a list of recommendations that you may find useful. Our top choices for the Customer Support Software category are: Salesforce Essentials, Zendesk, Freshdesk.
Software

Jira Service Desk

VS

Freshdesk

VS

Jira Service Desk screenshot Freshdesk screenshot
Pricing Page

Score

Our Score

8.8 ?

Our Score

9.8 ?

Client Satisfaction

Client Satisfaction

Client Satisfaction

96% ?

Client Satisfaction

100% ?

Price

Price

$10

free

Pricing Type

Pricing Type

Monthly payment | One-time payment | Annual Subscription | Quote-based Monthly payment
Full Review

Full Review

Overview

Overview

Jira Service Desk is a hosted service desk platform developed by Atlassian. It is a popular help desk solution widely used by many leading open source projects.
Freshdesk is the winner of our Best Help Desk Software Award for 2017 and an efficient and reliable help desk solution. It includes a great free trial plan.
Quick Links
Phone Number

Phone Number

+61 2 9262 1443 +1 (866) 832-3090
Support Types

Support Types

Phone
Ticket Training
Phone Live Support
Ticket Training
Integrations

Integrations

Jira Service Desk provides integration with the following business systems and applications:

  • HipChat
  • Confluence
  • Tasktop Sync
  • HappyFox
  • JEMH
  • ERPM
  • Zendesk
  • Insight
  • Freshservice
  • Bomgar
  • Kelverion
  • Zephyr
  • Salesforce
  • Gliffy
  • GitHub
  • Balsamiq
  • Azuqua
  • Amity

Freshdesk offers out-of-the-box integrations with a wide range of popular business applications such as CRM systems, invoicing tools, and eCommerce solutions, among others. Freshdesk is tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail. These integrations enable a slew of additional capabilities including the ability to schedule customer calls, attach large files to tickets, and much more. Some of the other integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jiira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero and Zapier.

Freshdesk also integrates with the following applications:

  • Facebook
  • Twitter
  • SugarCRM
  • Capsule
  • Harvest
  • Gmail Gadgets
  • Google tools
  • HelpOnClick
  • Snap Engage
  • iContact
  • Zoho CRM
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API
Popular Customers

Popular Customers

The Daily Telegraph, Twitter, NASA Honda, 3M, Hugo Boss, Petronas, Sony Pictures, University of Pennsylvania, Unicef
List of Features

List of Features

Jira Service Desk FEATURES

  • Customer Portal
  • JIRA Software Integration (HipChat, Marketplace, etc.)
  • Automation
  • ITIL-ready templates
  • Real-time updates, information, and collaboration
  • Performance Metrics
  • Confluence integration
  • Self-service
  • Knowledge base
  • Repetitive task automation
  • API
  • SLAs (Service Level Agreements)
  • Metrics report
  • Atlassian Marketplace compatible
  • CSAT reporting
  • Machine learning

Freshdesk FEATURES

  • Email to Ticket Conversion
  • Multiple Service Level Agreement policies
  • Automations – Ticket routing, scenario automations
  • Knowledge Base
  • Self Service Portal
  • Multi-channel support, including Facebook & Twitter
  • Multi-product/multi-brand Support
  • Community Portal with Idea Management & Voting
  • Leaderboard & gamification
  • Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
  • Multi-language & multi-time zone support
  • Satisfaction Surveys
Pricing Info

Pricing Info

After the free 7-day trial period for the Cloud and the 30-day trial period for the Server option, you can continue using the software by purchasing the following subscriptions:

Cloud Hosted Service Desk

  • Small Teams – $10/month (up to 3 agents)
  • Growing Teams – $20/agent/month (for 4-15 agents)

For more than 16 agents, you may use the Jira Service Desk website’s calculator to compute the cost. Annual pricing is also available which starts at $100 for 1-3 users.

On-Premise

  • Server – starts at $10 one-time payment (3 agents)
  • Data Center – starts at $12,000/year (50 agents)

The Server option caters up to more than 250 agents while the Data Center can serve over 15,000 agents. Their prices vary for every tier which are displayed on the website.

Freshdesk offers a free app and four price points for various business sizes. All plans include 24/7 email support and 24/5 phone support. You can easily sign up for Freshdesk free trial here. You can find more details about Freshdesk pricing here.

Sprout (free, unlimited agents):

  • Access to App Gallery
  • Email Channel
  • Knowledge Base
  • Standard Phone Channel
  • Basic Social Channel

Blossom –  $19 per agent/month (yearly) or $25 (monthly)

  • Sprout inclusions
  • Advanced Social Channel
  • Custom Domain Mapping
  • Satisfaction Surveys
  • Time Tracking
  • Custom Apps

Garden – $35 per agent/month (yearly) or $44 (monthly)

  • Blossom inclusions
  • Multilingual Helpdesk
  • Live Chat Channel
  • Ticket Templates
  • Community Forums
  • Scheduled Reports

Estate – $49 per agent/month (yearly) or $59 (monthly)

  • Multiple Products
  • Garden inclusions
  • Portal Customization
  • Custom Agent Roles
  • Shared Ownership
  • Enterprise Reports

Forest – $89 per agent/month (yearly) or $99 (monthly)

  • Estate inclusions
  • Advanced Phone Channel
  • Custom Email Servers
  • EU Data Center
  • IP Whitelisting

*annual subscription

Types of Customers

Types of Customers

Small Business | Large Enterprises | Medium Business Small Business | Large Enterprises | Medium Business | Freelancers
Devices Supported

Devices Supported

Windows
Android
iPhone/iPad
Mac
Web-based
Windows
Linux
Android
iPhone/iPad
Mac
Web-based
Windows Mobile
Vendor Email

Vendor Email

sales@atlassian.com support@freshdesk.com
Contact Address

Contact Address

Level 6
341 George Street
Sydney, NSW, 2000
Australia
311 California street,
San Francisco, CA 94104
Languages Supported

Languages Supported

English English, Dutch, Polish, Turkish, Swedish
Pricing Page

Pricing Page

Learn more about Jira Service Desk pricing Learn more about Freshdesk pricing
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Popular Alternatives

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QUICK LINKS

QUICK LINKS

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Almost as important as features and user support level are pricing plans offered by Freshdesk and JIRA Service Desk. While price should not be a deciding element it’s surely a key thing to think about. You should try to find a flexible pricing package that can be matched with your team size and painlessly scaled up if your business develops. Make sure you don’t choose packages that have advanced features that you won’t use and always make an effort to get in touch with the vendor directly because enterprises can often count on special pricing. You should also try out a free trial or demo of each software to spend at least some time on actual work with the system. It’s a useful experience that doesn’t need you to pay any money and offers a reliable overview of what it’s like to work with Freshdesk and JIRA Service Desk.