Jira Service Management vs Freshdesk vs Zoho Desk
Overview
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
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
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
Pricing
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $24
- Jira Service Management Premium $53
—
- Free trial
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial
Zoho Desk
- Zoho Desk Standard $14
- Zoho Desk Professional $23
- Zoho Desk Enterprise $40
—
- Free trial
Feature comparison
Jira Service Management
4.8/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Canned forms
- Contextual Workspaces
- Dynamic content
- Email signatures
- Macros
- Personal canned responses
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- To-dos
- Traffic cop
10/10
- ITSM Process Integration
7.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
4.6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer segments
- Identify contacts using external ID
- Satisfaction Prediction
7.8/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
8.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Sandbox test environment
- Ticket sharing
6.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
- Form templates
10/10
- Asset Lifecycle Management
- Risk Management
10/10
- Change Management
- Problem Management
5.7/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
4/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- Internal Help Center
- Rich text Help Center articles
- SEO
- 301 Redirection
- Article Versioning
- Help Center insights
8.1/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- HubSpot Integration
- Endpoints
0.6/10
- Goals
- 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
6.7/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Advanced Insights
- Google Analytics for Help Center
- Schedule Data Export
- Schedule Reports
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
6.9/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Advanced password policy for agents and customers
- Custom email servers
- Custom SSL certificates (default free)
- Network access restriction (IP Whitelisting)
- SSL encryption
- Business rules analysis
- Content Delivery Network
- Guaranteed availability SLA (1 Hour Support SLA)
3.8/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Chat Support (in English)
- Facebook
- Live chat
- Support Bot
- Twitter
- Guidance Program
- Professional Services
4/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Annotated image attachments
- Assume identity
- Custom Email Templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Split tickets
- Ticket templates
- Undo send
7.5/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Automatic sitemap generation
- Printer-friendly
- Voicemail integration
Freshdesk
9.3/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Canned forms
- Contextual Workspaces
- Dynamic content
- Email signatures
- Macros
- Personal canned responses
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- To-dos
- Traffic cop
0/10
- ITSM Process Integration
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
9.2/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer segments
- Identify contacts using external ID
- Satisfaction Prediction
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
10/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Sandbox test environment
- Ticket sharing
6.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
- Form templates
0/10
- Asset Lifecycle Management
- Risk Management
0/10
- Change Management
- Problem Management
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
6/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- Internal Help Center
- Rich text Help Center articles
- SEO
- 301 Redirection
- Article Versioning
- Help Center insights
8.8/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- HubSpot Integration
- Endpoints
0/10
- Goals
- 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
7.6/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Advanced Insights
- Google Analytics for Help Center
- Schedule Data Export
- Schedule Reports
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
6.9/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Advanced password policy for agents and customers
- Custom email servers
- Custom SSL certificates (default free)
- Network access restriction (IP Whitelisting)
- SSL encryption
- Business rules analysis
- Content Delivery Network
- Guaranteed availability SLA (1 Hour Support SLA)
8.5/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Chat Support (in English)
- Facebook
- Live chat
- Support Bot
- Twitter
- Guidance Program
- Professional Services
10/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Annotated image attachments
- Assume identity
- Custom Email Templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Split tickets
- Ticket templates
- Undo send
7.5/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Automatic sitemap generation
- Printer-friendly
- Voicemail integration
Zoho Desk
6.2/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Canned forms
- Contextual Workspaces
- Dynamic content
- Email signatures
- Macros
- Personal canned responses
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- To-dos
- Traffic cop
0/10
- ITSM Process Integration
2.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
7.7/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer segments
- Identify contacts using external ID
- Satisfaction Prediction
10/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
9.1/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Sandbox test environment
- Ticket sharing
3.3/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
- Form templates
0/10
- Asset Lifecycle Management
- Risk Management
0/10
- Change Management
- Problem Management
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
8/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- Internal Help Center
- Rich text Help Center articles
- SEO
- 301 Redirection
- Article Versioning
- Help Center insights
8.1/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- HubSpot Integration
- Endpoints
9.4/10
- Goals
- 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
7.1/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Advanced Insights
- Google Analytics for Help Center
- Schedule Data Export
- Schedule Reports
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
7.7/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Advanced password policy for agents and customers
- Custom email servers
- Custom SSL certificates (default free)
- Network access restriction (IP Whitelisting)
- SSL encryption
- Business rules analysis
- Content Delivery Network
- Guaranteed availability SLA (1 Hour Support SLA)
10/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Chat Support (in English)
- Facebook
- Live chat
- Support Bot
- Twitter
- Guidance Program
- Professional Services
7.5/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Annotated image attachments
- Assume identity
- Custom Email Templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Split tickets
- Ticket templates
- Undo send
6.7/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Automatic sitemap generation
- Printer-friendly
- Voicemail integration
Reviews
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...
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 ...
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...
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...
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 ...
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...
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 ...
Zoho Desk is one of the simplest tools for making and tracking tickets to help resolve problems brought up by customers. This can easil...
5 of 5
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...