Freshdesk vs Zoho Desk vs Jira Service Management

Freshdesk Logo

Freshdesk

7 reviews
Zoho Desk Logo

Zoho Desk

9 reviews
Jira Service Management Logo

Jira Service Management

5 reviews
description

Overview

Freshdesk Logo Freshdesk
Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service. It unifies conversations from email, phone, web widgets, chat, and social...media to help agents resolve issues across channels smoothly. With Freshdesk, you can stay on top of customer support by automating workflows, offering self-service options, and managing SLAs.
Platforms supported
  • macOS
  • Linux
  • iOS app
  • Android app
Support Options
  • FAQs/Forum
  • Knowledge Base
  • 24/7 (Live rep)
  • Phone Support
  • Email/Help Desk
  • Chat
Training Options
  • Live Online
  • Documentation
  • In Person
  • Videos
  • Webinars
Screenshots
Zoho Desk Logo Zoho Desk
Designed to deliver top of the line customer support, Zoho Desk is a platform that companies use to increase agent productivity, devise more accurate analytics, and improve general...workflow. The tool is also used to determine KPIs, as well as identify performance bottlenecks. It is a robust system that is trusted by many big name companies. It has gained trust among marketers, managers, retailers, and business owners as it allows them to provide a unified customer service that is not only of high quality but round-the-clock.
Platforms supported
  • macOS
  • Linux
  • iOS app
  • Android app
Support Options
  • FAQs/Forum
  • Knowledge Base
  • 24/7 (Live rep)
  • Phone Support
  • Email/Help Desk
  • Chat
Training Options
  • Live Online
  • Documentation
  • In Person
  • Videos
  • Webinars
Screenshots
Jira Service Management Logo Jira Service Management
Built with IT Service Management in mind, Jira Service Management is a help desk system created for developers and by developers. Right from the get-go, the tool aims to enhance th...e customer experience through a set of specific features that help agents push more sales, better service, and most importantly, establish your business as a brand.
Platforms supported
  • macOS
  • Linux
  • iOS app
  • Android app
Support Options
  • FAQs/Forum
  • Knowledge Base
  • 24/7 (Live rep)
  • Phone Support
  • Email/Help Desk
  • Chat
Training Options
  • Live Online
  • Documentation
  • In Person
  • Videos
  • Webinars
Screenshots
attach_money

Pricing

Freshdesk Logo Freshdesk
  • Freshdesk Sprout $0
  • Freshdesk Blossom $15
  • Freshdesk Estate $49
  • Freshdesk Forest $79
  • Free trial
Zoho Desk Logo Zoho Desk
  • Zoho Desk Standard $14
  • Zoho Desk Professional $23
  • Zoho Desk Enterprise $40
  • Free trial
Jira Service Management Logo Jira Service Management
  • Jira Service Management Free $0
  • Jira Service Management Standard $24
  • Jira Service Management Premium $53
  • Free trial
featured_video

Feature comparison

Freshdesk Logo Freshdesk

9.3/10
  • Add reminders on to-dos
  • Agent collision prevention
  • Auto Bcc
  • Bulk actions
  • Canned forms
  • Contextual Workspaces
  • Custom & Group Views
  • Dynamic content
  • Edit/hide threads
  • Email signatures
  • Filtered Search
  • Group your agents
  • Keyboard shortcuts
  • Macros
  • Mobile app
  • Multilingual (Multiple) content
  • Occasional agents
  • Personal canned responses
  • Private Comments within tickets
  • Restricted conversation views
  • Session replay
  • Shared canned responses
  • Skills-based routing
  • Summary app
  • Tags
  • To-dos
  • Traffic cop
  • Light Agents
  • Responsive, mobile-friendly Help Center

10/10
  • Collaboration
  • Contextual collaboration with Freshconnect
  • Linked tickets
  • Parent-child ticketing

9.2/10
  • Contact Form
  • Contacts & Accounts Management
  • Contacts & ticket history
  • Custom user and organization fields
  • Customer 360
  • Customer journey
  • Customer profiles
  • Customer satisfaction ratings (CSAT)
  • Customer segments
  • Group contacts by organization
  • Identify contacts using external ID
  • Organization profiles
  • Satisfaction Prediction

8.9/10
  • Auto reply
  • Automatic ticket assignment using Dispatch'r
  • Custom business rules (triggers & automations)
  • Event-triggered workflow automations
  • Multi-task workflows with one-touch Scenarios
  • Round robin ticket assignment
  • Time-based Rules
  • Time-triggered automations
  • Workflow automations

10/10
  • Business Hours
  • Custom status
  • Custom ticket fields
  • Dynamic ticket forms
  • Multiple Ticket Forms
  • Sandbox test environment
  • Service Level Agreement (SLA) management
  • Set your Time Zone
  • SLA reporting
  • Ticket file attachment size
  • Ticket sharing

6.7/10
  • Auto-suggest Solutions
  • Form templates
  • Multiple SLA Policies
  • Task Management
  • Approval Workflows
  • Customize Incident Lifecycle

10/10
  • Branding removal (email)
  • Branding removal (Help Center)
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • FreshThemes gallery
  • Public portal customization

6/10
  • Community forums
  • Internal Help Center
  • Knowledge base
  • Rich text Help Center articles
  • SEO
  • Unlimited data
  • 301 Redirection
  • Article Versioning
  • Help Center insights
  • Related articles

8.8/10
  • API rate limit
  • Cloud telephony integration app
  • Email integration with Outlook
  • Gamification
  • Google Apps (G Suite)
  • HubSpot Integration
  • Integration with Atlassian Jira
  • Integrations
  • Private custom apps
  • Public apps (Marketplace)
  • Salesforce integration
  • Slack integration
  • Webhooks
  • Zapier integration
  • Endpoints
  • Custom objects

7.6/10
  • Advanced Insights
  • Agent Dashboard (Agent Scorecard)
  • Analytics
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Overview dashboard
  • Performance distribution
  • Save reports
  • Schedule Data Export
  • Schedule Reports
  • Support Performance dashboards
  • Team Dashboards
  • Ticket drill down in reports
  • Ticket lifecycle report
  • Ticket volume trends
  • Custom Reports
  • Manager Dashboard (The Headquarters)
  • User-specific reporting
  • Tickets closed reports
  • Zendesk Benchmark

6.9/10
  • Ability to configure for HIPAA
  • Advanced password policy for agents and customers
  • Audit logs
  • Custom email servers
  • Custom roles and permissions
  • Custom SSL certificates (default free)
  • Data center location
  • Digitally signed emails (DKIM/DMARC)
  • Domain Whitelisting
  • Encryption: data at rest and in motion
  • GDPR compliance
  • Log in with Google
  • Network access restriction (IP Whitelisting)
  • Privacy Shield and Safe Harbor compliant
  • Single sign on with SAML
  • Single sign-on (SSO) for web and mobile
  • SPF(Sender Policy Framework)
  • SSL encryption
  • Business rules analysis
  • Content Delivery Network
  • Disaster recovery
  • Field-Level Access Control
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Two-Factor Authentication
  • PCI compliance (Level 1)
  • User provisioning

8.5/10
  • Calling
  • Chat Support (in English)
  • Email Support
  • Facebook
  • Live chat
  • Multibrand Support
  • Phone Support (in English)
  • SDK
  • Support Bot
  • Twitter
  • Web Widget
  • Guidance Program
  • Professional Services

10/10
  • Annotated image attachments
  • Assume identity
  • Custom Email Templates
  • Email forwarding
  • Email tickets
  • Mailboxes (inboxes)
  • Merge tickets
  • Outbound email
  • Outgoing SMTP settings
  • Public and private notes in tickets
  • Satisfaction surveys - Customizable
  • Sort ticket conversations
  • Spam filtering
  • Split tickets
  • Support workflow
  • Ticket export
  • Ticket templates
  • Time tracking
  • Undo send
  • Watch tickets

7.5/10
  • Announcements
  • Automatic sitemap generation
  • Backup
  • Community forums
  • Facebook in-sync app
  • Notifications
  • Printer-friendly
  • Unlimited End Users
  • Voicemail integration
  • Agent Limit
  • Date comparisons
  • Project Management

0/10
  • Active Blueprints per Module
  • Call transcription
  • Common Transitions per Blueprint
  • Custom Functions in Blueprints
  • Custom Functions using Deluge script
  • Fields and Actions per Transition
  • Global Reports
  • Integration with Zoho products
  • MSP
  • Sentiment analysis
  • SMS Add-on
  • Transitions per Blueprint
  • Two-way sync with Zoho CRM
  • Zia Voice and Skill Builder
  • Zoho Assist Add-on
  • Goals

0/10
  • ITSM Process Integration

0/10
  • Asset Lifecycle Management
  • Risk Management

0/10
  • Change Management
  • Problem Management
Zoho Desk Logo Zoho Desk

6.2/10
  • Add reminders on to-dos
  • Agent collision prevention
  • Auto Bcc
  • Bulk actions
  • Canned forms
  • Contextual Workspaces
  • Custom & Group Views
  • Dynamic content
  • Edit/hide threads
  • Email signatures
  • Filtered Search
  • Group your agents
  • Keyboard shortcuts
  • Macros
  • Mobile app
  • Multilingual (Multiple) content
  • Occasional agents
  • Personal canned responses
  • Private Comments within tickets
  • Restricted conversation views
  • Session replay
  • Shared canned responses
  • Skills-based routing
  • Summary app
  • Tags
  • To-dos
  • Traffic cop
  • Light Agents
  • Responsive, mobile-friendly Help Center

2.5/10
  • Collaboration
  • Contextual collaboration with Freshconnect
  • Linked tickets
  • Parent-child ticketing

7.7/10
  • Contact Form
  • Contacts & Accounts Management
  • Contacts & ticket history
  • Custom user and organization fields
  • Customer 360
  • Customer journey
  • Customer profiles
  • Customer satisfaction ratings (CSAT)
  • Customer segments
  • Group contacts by organization
  • Identify contacts using external ID
  • Organization profiles
  • Satisfaction Prediction

10/10
  • Auto reply
  • Automatic ticket assignment using Dispatch'r
  • Custom business rules (triggers & automations)
  • Event-triggered workflow automations
  • Multi-task workflows with one-touch Scenarios
  • Round robin ticket assignment
  • Time-based Rules
  • Time-triggered automations
  • Workflow automations

9.1/10
  • Business Hours
  • Custom status
  • Custom ticket fields
  • Dynamic ticket forms
  • Multiple Ticket Forms
  • Sandbox test environment
  • Service Level Agreement (SLA) management
  • Set your Time Zone
  • SLA reporting
  • Ticket file attachment size
  • Ticket sharing

3.3/10
  • Auto-suggest Solutions
  • Form templates
  • Multiple SLA Policies
  • Task Management
  • Approval Workflows
  • Customize Incident Lifecycle

10/10
  • Branding removal (email)
  • Branding removal (Help Center)
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • FreshThemes gallery
  • Public portal customization

8/10
  • Community forums
  • Internal Help Center
  • Knowledge base
  • Rich text Help Center articles
  • SEO
  • Unlimited data
  • 301 Redirection
  • Article Versioning
  • Help Center insights
  • Related articles

8.1/10
  • API rate limit
  • Cloud telephony integration app
  • Email integration with Outlook
  • Gamification
  • Google Apps (G Suite)
  • HubSpot Integration
  • Integration with Atlassian Jira
  • Integrations
  • Private custom apps
  • Public apps (Marketplace)
  • Salesforce integration
  • Slack integration
  • Webhooks
  • Zapier integration
  • Endpoints
  • Custom objects

7.1/10
  • Advanced Insights
  • Agent Dashboard (Agent Scorecard)
  • Analytics
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Overview dashboard
  • Performance distribution
  • Save reports
  • Schedule Data Export
  • Schedule Reports
  • Support Performance dashboards
  • Team Dashboards
  • Ticket drill down in reports
  • Ticket lifecycle report
  • Ticket volume trends
  • Custom Reports
  • Manager Dashboard (The Headquarters)
  • User-specific reporting
  • Tickets closed reports
  • Zendesk Benchmark

7.7/10
  • Ability to configure for HIPAA
  • Advanced password policy for agents and customers
  • Audit logs
  • Custom email servers
  • Custom roles and permissions
  • Custom SSL certificates (default free)
  • Data center location
  • Digitally signed emails (DKIM/DMARC)
  • Domain Whitelisting
  • Encryption: data at rest and in motion
  • GDPR compliance
  • Log in with Google
  • Network access restriction (IP Whitelisting)
  • Privacy Shield and Safe Harbor compliant
  • Single sign on with SAML
  • Single sign-on (SSO) for web and mobile
  • SPF(Sender Policy Framework)
  • SSL encryption
  • Business rules analysis
  • Content Delivery Network
  • Disaster recovery
  • Field-Level Access Control
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Two-Factor Authentication
  • PCI compliance (Level 1)
  • User provisioning

10/10
  • Calling
  • Chat Support (in English)
  • Email Support
  • Facebook
  • Live chat
  • Multibrand Support
  • Phone Support (in English)
  • SDK
  • Support Bot
  • Twitter
  • Web Widget
  • Guidance Program
  • Professional Services

7.5/10
  • Annotated image attachments
  • Assume identity
  • Custom Email Templates
  • Email forwarding
  • Email tickets
  • Mailboxes (inboxes)
  • Merge tickets
  • Outbound email
  • Outgoing SMTP settings
  • Public and private notes in tickets
  • Satisfaction surveys - Customizable
  • Sort ticket conversations
  • Spam filtering
  • Split tickets
  • Support workflow
  • Ticket export
  • Ticket templates
  • Time tracking
  • Undo send
  • Watch tickets

6.7/10
  • Announcements
  • Automatic sitemap generation
  • Backup
  • Community forums
  • Facebook in-sync app
  • Notifications
  • Printer-friendly
  • Unlimited End Users
  • Voicemail integration
  • Agent Limit
  • Date comparisons
  • Project Management

9.4/10
  • Active Blueprints per Module
  • Call transcription
  • Common Transitions per Blueprint
  • Custom Functions in Blueprints
  • Custom Functions using Deluge script
  • Fields and Actions per Transition
  • Global Reports
  • Integration with Zoho products
  • MSP
  • Sentiment analysis
  • SMS Add-on
  • Transitions per Blueprint
  • Two-way sync with Zoho CRM
  • Zia Voice and Skill Builder
  • Zoho Assist Add-on
  • Goals

0/10
  • ITSM Process Integration

0/10
  • Asset Lifecycle Management
  • Risk Management

0/10
  • Change Management
  • Problem Management
Jira Service Management Logo Jira Service Management

4.8/10
  • Add reminders on to-dos
  • Agent collision prevention
  • Auto Bcc
  • Bulk actions
  • Canned forms
  • Contextual Workspaces
  • Custom & Group Views
  • Dynamic content
  • Edit/hide threads
  • Email signatures
  • Filtered Search
  • Group your agents
  • Keyboard shortcuts
  • Macros
  • Mobile app
  • Multilingual (Multiple) content
  • Occasional agents
  • Personal canned responses
  • Private Comments within tickets
  • Restricted conversation views
  • Session replay
  • Shared canned responses
  • Skills-based routing
  • Summary app
  • Tags
  • To-dos
  • Traffic cop
  • Light Agents
  • Responsive, mobile-friendly Help Center

7.5/10
  • Collaboration
  • Contextual collaboration with Freshconnect
  • Linked tickets
  • Parent-child ticketing

4.6/10
  • Contact Form
  • Contacts & Accounts Management
  • Contacts & ticket history
  • Custom user and organization fields
  • Customer 360
  • Customer journey
  • Customer profiles
  • Customer satisfaction ratings (CSAT)
  • Customer segments
  • Group contacts by organization
  • Identify contacts using external ID
  • Organization profiles
  • Satisfaction Prediction

7.8/10
  • Auto reply
  • Automatic ticket assignment using Dispatch'r
  • Custom business rules (triggers & automations)
  • Event-triggered workflow automations
  • Multi-task workflows with one-touch Scenarios
  • Round robin ticket assignment
  • Time-based Rules
  • Time-triggered automations
  • Workflow automations

8.2/10
  • Business Hours
  • Custom status
  • Custom ticket fields
  • Dynamic ticket forms
  • Multiple Ticket Forms
  • Sandbox test environment
  • Service Level Agreement (SLA) management
  • Set your Time Zone
  • SLA reporting
  • Ticket file attachment size
  • Ticket sharing

6.7/10
  • Auto-suggest Solutions
  • Form templates
  • Multiple SLA Policies
  • Task Management
  • Approval Workflows
  • Customize Incident Lifecycle

5.7/10
  • Branding removal (email)
  • Branding removal (Help Center)
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • FreshThemes gallery
  • Public portal customization

4/10
  • Community forums
  • Internal Help Center
  • Knowledge base
  • Rich text Help Center articles
  • SEO
  • Unlimited data
  • 301 Redirection
  • Article Versioning
  • Help Center insights
  • Related articles

8.1/10
  • API rate limit
  • Cloud telephony integration app
  • Email integration with Outlook
  • Gamification
  • Google Apps (G Suite)
  • HubSpot Integration
  • Integration with Atlassian Jira
  • Integrations
  • Private custom apps
  • Public apps (Marketplace)
  • Salesforce integration
  • Slack integration
  • Webhooks
  • Zapier integration
  • Endpoints
  • Custom objects

6.7/10
  • Advanced Insights
  • Agent Dashboard (Agent Scorecard)
  • Analytics
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Overview dashboard
  • Performance distribution
  • Save reports
  • Schedule Data Export
  • Schedule Reports
  • Support Performance dashboards
  • Team Dashboards
  • Ticket drill down in reports
  • Ticket lifecycle report
  • Ticket volume trends
  • Custom Reports
  • Manager Dashboard (The Headquarters)
  • User-specific reporting
  • Tickets closed reports
  • Zendesk Benchmark

6.9/10
  • Ability to configure for HIPAA
  • Advanced password policy for agents and customers
  • Audit logs
  • Custom email servers
  • Custom roles and permissions
  • Custom SSL certificates (default free)
  • Data center location
  • Digitally signed emails (DKIM/DMARC)
  • Domain Whitelisting
  • Encryption: data at rest and in motion
  • GDPR compliance
  • Log in with Google
  • Network access restriction (IP Whitelisting)
  • Privacy Shield and Safe Harbor compliant
  • Single sign on with SAML
  • Single sign-on (SSO) for web and mobile
  • SPF(Sender Policy Framework)
  • SSL encryption
  • Business rules analysis
  • Content Delivery Network
  • Disaster recovery
  • Field-Level Access Control
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Two-Factor Authentication
  • PCI compliance (Level 1)
  • User provisioning

3.8/10
  • Calling
  • Chat Support (in English)
  • Email Support
  • Facebook
  • Live chat
  • Multibrand Support
  • Phone Support (in English)
  • SDK
  • Support Bot
  • Twitter
  • Web Widget
  • Guidance Program
  • Professional Services

4/10
  • Annotated image attachments
  • Assume identity
  • Custom Email Templates
  • Email forwarding
  • Email tickets
  • Mailboxes (inboxes)
  • Merge tickets
  • Outbound email
  • Outgoing SMTP settings
  • Public and private notes in tickets
  • Satisfaction surveys - Customizable
  • Sort ticket conversations
  • Spam filtering
  • Split tickets
  • Support workflow
  • Ticket export
  • Ticket templates
  • Time tracking
  • Undo send
  • Watch tickets

7.5/10
  • Announcements
  • Automatic sitemap generation
  • Backup
  • Community forums
  • Facebook in-sync app
  • Notifications
  • Printer-friendly
  • Unlimited End Users
  • Voicemail integration
  • Agent Limit
  • Date comparisons
  • Project Management

0.6/10
  • Active Blueprints per Module
  • Call transcription
  • Common Transitions per Blueprint
  • Custom Functions in Blueprints
  • Custom Functions using Deluge script
  • Fields and Actions per Transition
  • Global Reports
  • Integration with Zoho products
  • MSP
  • Sentiment analysis
  • SMS Add-on
  • Transitions per Blueprint
  • Two-way sync with Zoho CRM
  • Zia Voice and Skill Builder
  • Zoho Assist Add-on
  • Goals

10/10
  • ITSM Process Integration

10/10
  • Asset Lifecycle Management
  • Risk Management

10/10
  • Change Management
  • Problem Management
reviews

Reviews

Freshdesk Logo Freshdesk
4 of 5
The call center integrated with Freshdesk works great - the call is turned into a ticket right away after the agent has finished a conv...
Review avatar of Maria C
4 of 5
Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any ...
Review avatar of Katherine M
5 of 5
The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in he...
Review avatar of Antonio P
Zoho Desk Logo Zoho Desk
It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other ...
Review avatar of Rufus
Zoho Desk is one of the simplest tools for making and tracking tickets to help resolve problems brought up by customers. This can easil...
Review avatar of Ella
5 of 5
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...
Review avatar of Bennie
Jira Service Management Logo Jira Service Management
4 of 5
The good part about JIRA is that teams can configure their own service offerings and customer portals without the need for special acce...
Review avatar of Christian R.
4 of 5
PROS: The Jira Service Management has a clean and sophisticated UI that is a cut above what others offer. Our team is ...
Review avatar of Anais
4 of 5
JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to...
Review avatar of Erik B.