Zoho Desk vs Freshservice vs Jira Service Management
Overview
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
Freshservice
The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for produc...tive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.
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
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
Pricing
Zoho Desk
- Zoho Desk Standard $14
- Zoho Desk Professional $23
- Zoho Desk Enterprise $40
—
- Free trial
Freshservice
- Freshservice Starter $19
- Freshservice Growth $49
- Freshservice Pro $95
- Freshservice Enterprise $119
- Free trial
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $24
- Jira Service Management Premium $53
—
- Free trial
Feature comparison
Zoho Desk
7.8/10
- Agent collision prevention
- Bulk actions
- Canned forms
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Tags
- Traffic cop
- Auto Bcc
- Dynamic content
- Occasional agents
- Shared canned responses
- Responsive, mobile-friendly Help Center
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
10/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- 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
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
3.3/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Service Catalog
- Task Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
8.9/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- Related articles
8.1/10
- API rate limit
- Cloud telephony integration app
- Endpoints
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Gamification
- Custom objects
- Email integration with Outlook
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
7.9/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Ticket volume trends
- User-specific reporting
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Zendesk Benchmark
7.7/10
- Business rules analysis
- Content Delivery Network
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- 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
- Two-Factor Authentication
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- PCI compliance (Level 1)
- Digitally signed emails (DKIM/DMARC)
- User provisioning
10/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Support Bot
- Twitter
- Web Widget
9.4/10
- 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
- Spam filtering
- Split tickets
- Ticket export
- Ticket templates
- Time tracking
- Watch tickets
- Support workflow
6.2/10
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
- Multiple currencies
- Project Management
- Agent Limit
- Date comparisons
0/10
- Asset Relationship Mapping
- ITSM Process Integration
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
0/10
- Change Management
- Problem Management
- Release Management
Freshservice
7.4/10
- Agent collision prevention
- Bulk actions
- Canned forms
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Tags
- Traffic cop
- Auto Bcc
- Dynamic content
- Occasional agents
- Shared canned responses
- Responsive, mobile-friendly Help Center
6.7/10
- Collaboration
- Linked tickets
- Parent-child ticketing
7/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- 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
7.3/10
- 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
- Ticket sharing
- Sandbox test environment
10/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Service Catalog
- Task Management
5.7/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
5.6/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- Related articles
7.5/10
- API rate limit
- Cloud telephony integration app
- Endpoints
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Gamification
- Custom objects
- Email integration with Outlook
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
6.3/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Ticket volume trends
- User-specific reporting
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Zendesk Benchmark
7.3/10
- Business rules analysis
- Content Delivery Network
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- 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
- Two-Factor Authentication
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- PCI compliance (Level 1)
- Digitally signed emails (DKIM/DMARC)
- User provisioning
3.8/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Support Bot
- Twitter
- Web Widget
8.1/10
- 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
- Spam filtering
- Split tickets
- Ticket export
- Ticket templates
- Time tracking
- Watch tickets
- Support workflow
6.9/10
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
- Multiple currencies
- Project Management
- Agent Limit
- Date comparisons
10/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
10/10
- Change Management
- Problem Management
- Release Management
Jira Service Management
6.1/10
- Agent collision prevention
- Bulk actions
- Canned forms
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Tags
- Traffic cop
- Auto Bcc
- Dynamic content
- Occasional agents
- Shared canned responses
- Responsive, mobile-friendly Help Center
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- 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
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
6.7/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Service Catalog
- Task Management
5.7/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
4.4/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- Related articles
8.1/10
- API rate limit
- Cloud telephony integration app
- Endpoints
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Gamification
- Custom objects
- Email integration with Outlook
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
7.4/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Ticket volume trends
- User-specific reporting
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Zendesk Benchmark
6.9/10
- Business rules analysis
- Content Delivery Network
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- 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
- Two-Factor Authentication
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- PCI compliance (Level 1)
- Digitally signed emails (DKIM/DMARC)
- User provisioning
3.8/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Support Bot
- Twitter
- Web Widget
5/10
- 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
- Spam filtering
- Split tickets
- Ticket export
- Ticket templates
- Time tracking
- Watch tickets
- Support workflow
6.9/10
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
- Multiple currencies
- Project Management
- Agent Limit
- Date comparisons
5/10
- Asset Relationship Mapping
- ITSM Process Integration
2/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
6.7/10
- Change Management
- Problem Management
- Release Management
Reviews
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. ...
Freshservice
5 of 5
Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservic...
5 of 5
Freshservice is a multifacet platform that is flexible and adapts to your business process. The first thing that spring the mind is the...
5 of 5
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...
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...